Bets Amigo Casino - Player is struggling to complete account verification.

I can't make a withdrawal because I can't verify the account. The customer service cannot be contacted and the e-mail is not answered.

Dear topiturpei,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Please allow me to ask you a few more questions before we would move forward.

Have you submitted any documents for verification thus far? Which documents you submitted and when?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Identity card, address and payment information were put on 5.12, but the main issue for this complaint too was because the customer service cannot be contacted, so account confirmation and withdrawal cannot be done.

thanks for your reply, topiturpei.

Please bear in mind that it’s quite usual for the verification process to take a couple of days or even weeks to be completed. The casino might have not replied, because the result of your verification is still not complete.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 7 days after submitting documents.

If your account is still not verified by 7 days after submitting your documents, please, let us know and we will intervene and try to help you.

The normal documents posted on 5.12 did not "fit" The new dockers were posted on 8.12 in the correct PDF format and in the correct size and exactly as requested.

I have been in contact by e-mail and informed them about them and they have acknowledged that they have been received, but they do not check until 72 hours have passed and after that they will demand new ones again.

Withdrawal has now been stuck for more than the stated maximum time of 72 hours and live chat and e-mail is not responding.

Thank you very much, topiturpei, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

After 4 days, the discharge was rejected without reason. The customer service did not tell the reason and asked to make a new withdrawal and wait 72 hours again.

Dear topiturpei,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Bets Amigo Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Some of the profits have been repatriated, but there are still funds in the account that are awaiting processing.

Dear topiturpei,

Thank you for the provided information. Could you please let me know once you receive the other payments?

I am looking forward to your response.

Kind regards,

Stefan

A complaint has been made about the casino to mga and madre ADR because the rest of the funds have been confiscated for no reason and the site does not respond... This complaint can also be closed because the casino will not respond to this, thank you.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. I am sorry I could not be of more help on this occasion.

Best regards,

Stefan