Bettilt Casino - Player’s account blocked after completed verification.

My Player Account Blocked After Receiving Proper Documents.During Verification bettilt ask for PAN Card ,Aadhar Card, Address Proof, Selfie With Both The Documents,Proof Of Deposit,I Provided Them Each and everything Then One Of Their Representative Called me to verify everything and he said it's completed. On that day they send me an email that my call verification failed it's lead to block my account. Bettilt is clearly doing fraud with their user . Please help

Dear mahantymilan2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

I have deposited on 1st April,I played only live casino without any balance with the real money,last deposit was 5000

Hi mahantymilan2,

• Am I correct in understanding that your documents were initially accepted for verification, but you subsequently failed to verify your identity during the verification call?
• Do you have any relevant communication with the casino that you could forward to petronela.k@casino.guru?

Thank you.

Dear mahantymilan2,

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.

I have provided each and every information to them. They asked me for my personal details I told them then they asked about my last gameplay amount I told them I need to check that because it's impossible to remember your last played game amount. I asked the personal is the verification completed he said yes you will communicated in 1hr via mail

Thank you very much, mahantymilan2, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello mahantymilan2,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

Could you please forward the email you received from the casino regarding your account blockage to my email address at jakub.m@casino.guru?

I would like to invite Bettilt Casino’s representatives to join this discussion in order to resolve this issue.

Dear Bettilt Casino,

Could you please provide an update on this case? Specifically, we would like to understand the reason for blocking the player's account. Additionally, I would appreciate your clarification on why the verification call was considered failed.

Best Regards,

Jakub

Dear Casino guru,

We acknowledge player's account registration on 31st March 2024. As part of our Know Your Customer (KYC) and account validation process, we conducted a validation call to verify the information provided.

During the validation calls, our representatives encountered several inconsistencies and discrepancies that raised concerns about the authenticity of the account. The details of these calls are as follows:

1. The first call was answered by someone else, who claimed that the player would be returning home after three days.

2. The second call was also picked up by an unknown person, who stated that the SIM card belonged to someone else and had no knowledge of the account.

3. The third call was received by the player, who disconnected the call after listening Bettilt.

4. The fourth call featured a change in voice (2 people gave reply) during the conversation, and the player provided different payment method information and failed to recall their previous game played.

In light of these concerns, we want to inform you that the player account was closed due to failure to complete the validation process. We have communicated this decision to the player via registered email address, as per our standard procedure.

As mentioned in our email, we are willing to refund the deposit amount, but the player will not be eligible to claim any winnings.

Please note that this decision is final and binding.Thank you for your understanding.

Best regards,

Bettilt Casino

Dear Bettilt Casino,

Thank you for providing an update on this case. However, I would like to ask you to substantiate your claims with any available proof you can share. To be absolutely sure about your statement, we need to see physical evidence that these calls were indeed made and had the outcomes you mentioned. Any available recordings, transcriptions or database records would be helpful in this case.

Additionally, please answer the following questions:

• Have all the calls been made to the same phone number?
• Has this number been previously verified so it can be indisputably considered the player's?

If possible, send any relevant information to my email address at jakub.m@casino.guru.

Dear mahantymilan2,

Could you please provide your perspective on this situation and also forward any available relevant communication with the casino to my email address?

I already mentioned that I don't have idea about which game I played last ,in terms of deposit method I already provided them deposit proof bank statement.

Hello!

Evidence was sent to this email jakub.m@casino.guru

Thank you

Hello everyone,

Thank you, Bettilt Casino, for providing the necessary evidence for this case.

Please understand that the KYC process is a crucial and essential procedure. It ensures that the funds are sent to the rightful owner. Since casinos cannot physically see all players or verify their identification and documents in person, this process is the only way for gambling establishments to complete the necessary verification procedures. After reviewing the evidence, I must side with the casino, as it is clear that the player did not comply with the KYC procedure. The casino has demonstrably made every possible effort to verify the player, but these attempts were repeatedly unsuccessful, despite informing the player in advance about the upcoming verification call.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Thank you for your understanding,

Best Regards,

Jakub