Bettilt Casino - Player's account has been closed and winnings confiscated.

Hello casino guru team,

My email used at bettilt casino is piy****@gmail.com. My account is permanently disabled when I requested withdrawal of 1,30,000 INR.

Below is complete story explained:

On Nov 8, 2024 I received 40 no deposit free spins (with value of 200 INR for 1 spin) email from bettilt casino (screenshot attached) and I won 55820 INR from free spins. Now it's was my time to wager this bonus money 40X to convert into real money. Max winning from bonus money is x3 of actual bonus amount. I was so lucky that I successfully wagered bonus money 40X and wagering requirement of 22,32,800 INR was fulfilled and that time my account balance was 1,30,154 INR which directly converted to real money balance successfully. I submitted withdrawal request of 1,30,000 INR and it was denied and support team asked me to submit KYC documents again hough my account was already KYC verified. I successfully submitted all required documents and I was told to wait for last step of KYC verification which was telephonic call verification. On Nov 12, 2024 I received a verification call from bettilt I successfully answered all KYC related and Bank related questions. He asked me to tell me last deposit date I was not able to recall since since many weeks I did not deposited. Then he asked me which games was played i successfully answered 'slot games' he wanted to know my last played game name and till the time I remember and answer him the call got disconnected from some issues. I did not hangup call but may be it was network issues. I tried multiple time to call back on same number but no luck. After that I was waiting for call again but I did not received any call and next day I received email stating that my account permanently closed because I failed to call KYC. All my balance 1,30,000 INR amount confiscated and I was not able to login anymore. After doing research I found that same issues with many people and I decided to submit complaint here. I am also planning to file a complaint at https://www.curacao-egaming.com/public-and-players/complaints-step-1 and the business entity Abudantia B.V. email complaints@igamingcompliance.com if the bettilt casino do not resolve my issue here in the forum.

So, my humble is to kindly help me to receive my winning of 1,30,000 INR from bettilt casino.

Attached snapshots for all the incidents including balance, winning, wagering, support email, account login issues etc.

Hello piyualhat,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bettilt Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?
• Did they specify which part of the verification you failed (in e-mail or during call)?

Looking forward to your answer.

Regards,

Nick

Hi Nick

My account was already KYC verified since March 2024 and I requested withdrawal on 11 Nov when request denied, I was asked to submit Aadhar, PAN and selfie holding my PAN card which I successfully submitted on 12th November 2024. All the documents were approved on same day and last step of verification was telephonic call which I received on 12th November.

They specified in email that I failed audio call KYC which snapshots I have provided already.

Hello Nick,

Can you please provide me updates if any

Thank you piyualhat for all the information provided so far. As we will need further information from the casino regarding the failed verification, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello piyualhat,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Bettilt Casino to join the conversation.

Dear Bettilt Casino,

While I acknowledge that the verification call is a standard component of the Know Your Customer (KYC) process, it appears that, as the player indicated, the call was likely interrupted due to network issues or disruptions. The player has made attempts to return the call, but these efforts were unsuccessful. Therefore, it seems prudent to initiate another call attempt. If there are additional factors that led to the determination that the player did not successfully complete the KYC call, and if these details cannot be disclosed publicly, please send the relevant information to me at michal.k@casino.guru

Dear CasinoGuru,

Kindly note that after receiving all documents from player we performed a validation call. During the call, we requested basic information such as the last deposit amount, games played etc. Unfortunately, the player could not answer any of our questions and intentionally put the call on hold.

Account was closed as per T&C of site which player accepted while creating account -

4.2.3. We reserve the right to use additional procedures and means to verify your identity (KYC) when effecting deposits into an Account and to close an Account if you fail to send these documents to us.

4.3.16. Prior to accepting a withdrawal we may request that you provide legal identification, for example certified copies of passports, ID cards or other such documentation as we feel is required in the circumstances. We may also carry out phone verification, face verification or other such verification as is required to ensure that you are who you say you are.

This case had already been raised with our licensing authority and has been settled after checks. We have refunded the player's last deposit and informed the player via email.

Best regards,

Bettilt Casino

Dear Bettilt casino and Michael,

I would like to tell you that last deposit was refunded since it was only 2500 INR and my claim was 1,30,000 INR winning withdrawal amount. Don't you think you trying to settle this down just because you reversed my last deposit?? Also I contacted the licensing authority but they only forward your email which I already had with me. Also during verification call, call was not put on hold and all the questions were answered. For the last deposit I cleared stated that I don't remember exact date but I assure that it was my Kotak Mahindra Bank and deposit mode was UPI and agent agreed. Then I was asked the name of last played game, before I answer call was disconnected this the only one question which was unanswered. For that you people never tried to call back or to listen my answer if it is correct or wrong. Without listening answer how you conclude answers are wrong and closed account?? Being a customer , I must deserve call back to verify my answers. Wrong answers and no answer are two different things. You should try to ask question unless user gives any answer. Here you disconnected the call before I answer and sent email with account closure. Even I had my account already verified.

Why can't you admit that one day before I provided my ID, addresses verification, my selfie holding my ID card and it was approved. Only verification call was disconnected that also due to network issues and you decided to block my account login.

Dear casino.guru,

Bettilt is simply giving many excuses for not to pay my winning. I have official email chats from their licensing authorities. Case is not settled and I am not agree on their decision. Casino itself decided to settle it.

If I am not a real user of the account then what about my basic information, selfie and bank details along with official ID and address proofs were approved?? They listen my voice also even they could have done video KYC but they couldn't because they wanted a excuse not to pay. Why call was not rescheduled if the call was disconnected in between without any conclusion?

Dear Bettilt Casino,

Please forward me the licensing authority decision email at michal.k@casino.guru

Dear piyualhat,  

I understand that you may hold a different perspective on this matter, and you are certainly entitled to your viewpoint, even in relation to the decision made by the licensing authority. However, as previously stated, "During the call, we requested basic information such as the last deposit amount, games played, etc. Unfortunately, the player could not answer any of our questions..."  

While it is possible that the call was interrupted due to network issues, your inability to provide clear answers to fundamental questions means that the casino is not obligated to conduct further calls. It is ultimately the player's responsibility to ensure they can provide accurate information. Additionally, if the licensing authority has ruled your complaint in favor of the casino for the very same reasons, it would be very challenging, if not impossible, for us to take action against the casino for adhering to the rules you accepted upon registering your account.

I wish I had better news, but once I receive the licensing authority's decision and if the reasoning will be clear I would have no other option than to reject your complaint as unjustified.

Dear Michal,

We hope this message finds you well.

This has been sent to your email.

Thank you for your email with the provided information and evidence, Bettilt Casino Team.

Dear piyualhat,

After a careful review of the information and evidence provided by the casino, I regret to inform you that you did not pass the verification process for legitimate reasons. Although I understand that you may be relatively new to online gaming and not yet fully familiar with all the processes involved. However, there were significant discrepancies between the facts and the information you provided, or maybe better to say not provided during your verification call. As a result, you did not fulfill the necessary criteria to successfully complete the KYC process.

I understand this may not be the outcome you were hoping for, but we must uphold the casino’s and the licensing authority's decision in this case. 

Please feel free to reach out to us if you encounter any difficulties with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru