Bets Amigo Casino - Player struggles with account verification.

My best friend sent me an email to vote for him and I would win 200 free spins..I actually won, I won 100 spins..and they asked me to roll over 4400 and I did..now I have 600 reais and they don't they check mine... I sent an internet receipt which is the only account I have in my name and they want another receipt... so if I don't have another receipt, I don't receive it?... please help me

Dear lominha172,

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.

I have checked the casino’s Terms and Conditions and this is what I found:

9.2 Betsamigo holds the right to not process a payment if the Account Holder’s identity, age and place of residence and proof of funds have not been sufficiently verified.

56.10.1 (...) Verification process will require from players to provide documents such as, but not limited to, identity cards, bank cards, bank statements, source of wealth, source of funds, and utility bills. In case of false personal data provided by the players, the withdrawal can be refused and the user account can be terminated. The player will be informed thereof by email. In some cases the Company can request Selfie with ID, Selfie with ID and special sign, or even call or video call. When any documents are requested, the Account Holder must upload such documentation on their Betsamigo Account (My Profile > Documents). When requesting documents for an account verification, any pending withdrawals will be cancelled.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Veronika

I already sent identity documents, bank statement and proof of address...but the proof of address I have in my name is only from the internet and they don't want to accept it....I sent the electricity bill and marriage certificate because it's in the my husband's name and they don't accept it either. it's not possible that just because I don't have an electricity bill in my name I won't receive

I checked the casino's Frequently Asked Questions, and this is what I found regarding the proof of address:

In order for your address to be verified, please provide us with a photograph of the whole page of a proof of address, issued in your name, within the last 3 months.

The accepted documents are bank/ card statements with your latest transactions and utility bills such as electricity, water, landline, gas, heat, mobile phone bills.

We do not accept letters, receipts, notes, mortgages, loans, statements of fees, insurances, prescriptions, tv licenses, payslips or vehicle titles as proof of your address.

Do you have any of these documents with your name on them?

I have the one from the internet which is the same telephone operator... I sent it as a PDF as they requested... I'll print it then and send the photo

Have you sent the printed-out document to the casino? Have you received any response yet?

I sent it and they said they don't accept a cell phone account... but it's not a cell phone, it's the internet account at home... they're just stalling

Thank you very much, lominha172, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello lominha172,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just so you know, Bets Amigo Casino was not really much cooperative to resolve complaints with us and has ignored us in our attempts to mediate any kind of issue. However, I will do my best to try to help you. 

I will contact the casino to see if we can get a response from them.

We would like to invite Bets Amigo Casino to join the conversation.

Dear Bets Amigo Casino,

As the player has provided you with all the documents they have, what else can be done to help them finish the verification process successfully?

They won't answer...because they don't care...they'll keep stealing

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.

Dear lominha172,

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. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal