The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The player has confirmed successful verification, so we closed the complaint as 'resolved'. After we reopened the complaint at the player's request, the player stopped responding, so we ended up rejecting it.
Bets Amigo Casino - Player’s struggling to complete account verification.
Amount: €8,000
Bets Amigo Casino
Safety Index:LowSafety Index
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3.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Despite multiple requests and multiple verification attempts with the correct documents, which ultimately led to success; a withdrawal of €1000, which I then tried to make, was canceled and verification was requested again, although the success of this was previously confirmed to me.
Automatic translation:
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1 year ago
Dear Sulito1988,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, sometimes casinos notice they need more documents even though the player's account has been verified previously.
Please allow me to ask you a few questions, so I can understand the whole situation completely. Which documents have you already provided and which documents casino requested now? Could you please confirm that you have already provided the new documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kristina,
before that I already have a photo of my ID card, a screenshot of my "Skrill" account, a photo of my bank card and an invoice to prove my proof of address.
After my verification was confirmed and I requested the withdrawal which was then cancelled, they asked for a selfie of me and my ID and proof of a transfer from my account to Skrill. I also sent these documents to BetsAmigo.
So I can confirm that I provided all the documentation that was asked of me and was cooperative at all times.
Thanks very much
Best regards
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1 year ago
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Now they are asking me for documents that I have already sent twice and that have also been verified.
I now find it unfair.
Edited
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1 year ago
Translation
Hello Kristina,
I'm starting to despair, I've been trying to verify myself since February 24th, unfortunately in vain.
Even if a document is rejected, I don't get a notification...you also don't get a notification if the withdrawal is cancelled.
I ask for your support.
Thanks in advance.
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1 year ago
Thank you very much, Sulito1988, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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1 year ago
Hi Sulito1988,
I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.
I'd like to invite Bets Amigo Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?
Best regards,
Tomas
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1 year ago
Translation
Hello Thomas,
BetsAmigo confirmed my verification yesterday.
Thank you anyway.
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Automatic translation:
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1 year ago
Dear Sulito1988,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
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1 year ago
We’ve reopened this complaint at the request of Sulito1988, as the player informed us about the cancelled withdrawal and additional verification initiated by the casino.
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1 year ago
Dear Sulito1988,
Could you please update us on the current status? Did you manage to verify your phone number and proceed to the withdrawal request again?
Thank you.
Kind regards,
Tomas
