Betti Casino - Player’s winnings haven’t been received yet.

Hi

I have gone to make a withdrawal of €335.83 on 12/09/2023 but now Betti are asking for all types of proof documents and will not let me withdraw.

I have sent proof of id and proof of address. They want a picture of my card which I do not have.

Are they allowed to ask for this?

I thought they cannot ask for any documents as a condition for withdrawing. Documents should have been asked for beforehand, if I knew how much trouble it would be I would not have deposited.

Now the casino will not even let me put through a withdrawal.

Please can you help with receive my funds?

Dear A1274,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear A1274,

Have you received your withdrawal from the casino yet?

Dear A1274,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.