The player from Portugal is facing difficulties withdrawing €550 after being told there was no need for KYC verification prior to registering. Following his withdrawal request, the casino canceled it and now requires several documents, but he has not received a response after submitting them.
Bets.io Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €550
Bets.io Casino
Safety Index:HighSafety Index
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8.0
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Current status
Waiting for Casino Guru to reply
4d 4h 19m 29s
Case summary
3 days ago
Public
Public
3 days ago
Translation
I registered at this casino and before I started playing and depositing I went to the chat to ask how I could verify my identity. The staff told me that there was no need to do kyc. I deposited and played as normal and made a request for around €550. The casino immediately canceled the withdrawal and asked me for several documents to verify it. They also said that if I sent them all the documents the verification would be completed in 1 hour. I've sent all the documents, it's been a day and there's still no reply. My account, which supposedly didn't need to be verified, remains unverified and they won't let me withdraw my money.
Automatic translation:
Public
Public
3 days ago
Dear Canutinho,
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 take KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I would recommend that you give it a few more days so that the casino has enough time to review your documents and mark your account as verified. If there is no development within a week, please get back to us and we will intervene.
Thank you in advance for your reply.
Best regards,
Kristina
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3 days ago
Translation
Now I get an email saying that my account has been closed for having multiple accounts, which is completely untrue! This was the first time I created an account at bets.io and played there. Customer support gives me no answer as to how I have multiple accounts and they took my 609$. This is a disgrace. I bet they don't say anything to me now, but when you ask for proof they will falsify some information and thus ensure that they keep my funds.
Could you please let me know which license the casino operates under so I can take direct action against their license operator?
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3 days ago
Translation
This was the answer I got when I asked them to explain how I had two accounts... and they didn't even bother to tell me which double account I had, which email, nothing... and do you know why? Because this is false... so their system says I have a double account and there's no further investigation? They just close the account? They asked me for kyc and I sent them everything. ID card, proof of address, selfie and even proof of deposit. And what do they do? They close my account for no reason and don't even provide proof of what they're claiming.
Automatic translation:
Casino Guru is examining the case
