Bettilt Casino - Player’s experiencing difficulties completing KYC verification.

Hello. I played Bettilt Casino for the first time and won. I had to pass the verification. I confirmed my address at first. Next, I had to upload additional documents, but I couldn 't because there wasn 't enough space in my personal account.

Casino staff vacated my personal account and I uploaded additional documents. It was a selfie with a passport and a bank statement. Further, the casino staff informed me that the verification was unsuccessful. I missed the first control call from the casino, after the casino blocked my account. There was verification call.

I'm sorry. Probably when the casino called me, I was at work. I am a military. I don 't have the right to take calls while working. Often I have to travel between cities. During travel between cities I have not a signal or a connection. I think my reason is respectful.

I asked the casino to set a day and time to call again. They refused to me. I 'm asking you to contact the casino. I think you can influence on their decision.

I gave the casino a huge amount of personal information, but they can not verify my account. I don 't understand why. What can I do to finish the verification and get my winnings? 

Dear Magistrant198,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We will contact the casino and ask for their cooperation, but, before we do so, please could you forward any relevant communication between you and the casino to petronela.k@casino.guru? If the missed phone call is the only issue preventing the successful verification, I hope we will be able to help you to resolve this case as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Thank you very much Magistrant198 for providing all the necessary information via email. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Magistrant198,

Let's see what can be done. We would like Bettilt Casino to reply to this complaint and possibly suggest a solution.

Hello dear Casino Guru, 

This customer has sent the documentation needed as any other customer has to send, when we made the validation call to confirm the personal data as the account movements, the person that answer failed several questions that the owner should know easily. Therefore, the identification as failed, we close the account and return the original value deposit on the account.

Best regards,
Bettilt team 

I didn 't get calls from the casino, I didn 't talk to the casino. I could have missed the call when I was at work. No one but me could talk on my phone. The casino 's actions seem suspicious to me. Maybe the casino called the wrong number? My phone number is on my account, and I also sent a phone number in one of my emails.

I 'm asking the casino to set up a repeat call, I 'm ready to answer questions if they really call me.

Hi Bettilt Team,

Can you confirm you called the correct number provided by the player? If so, will the player's deposit be refunded? 

We would like to ask the Bettilt 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 affect its rating.

Hello Casino Guru,

We have contacted by the phone number that the customer added to his Bettilt account, the personal data was confirmed, but fail several questions about the movements from his account, after the customer was informed via email on the 21/01/2020:Please be advised that your account has been closed due to a failed validation call, you failed essential elements for approval. In this sense, we inform you that your account is not validated for withdrawal purposesAnswers to the questions asked in this type of call are essential to the user's full knowledge and control of the account and that was not noticeable.The customer then provide the information of his skrill account and we return the value that he had deposit.

Best regards,
Bettilt team

Hi Magistrant198,

Please let me know if your deposit was returned.

Dear Magistrant198,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Why don 't you believe me? I didn 't get calls from Bettilt.

Did the casino provide you with proof of the call?

I want full amount of winning, not just the deposit. If I get a deposit, my account will remain blocked and the casino will assign itself a win. It is unfair.

Please ask the casino to call me.

Hi Magistrant198,

I never said I didn't believe you, but I have to admit it is strange that the person answering the phone was able to confirm your personal data. I would like to ask the Bettilt Casino to send me the record of the call to prove this (peter.m@casino.guru). 

Hello Casino Guru,

At the moment, we are not recording any calls from the validation process due to technical issues.
Still, the answers were analyzed by at least 3 members of our Support Team and approved by the Administration.As we can check, the deposit amount was already paid back to user's account.


Best regards,
Bettilt team

Dear Bettilt team,

Since there is no way for the player to prove his claim and you can't provide any evidence that would support yours, is it possible to arrange an another verification call?

I would like to ask the Bettilt 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 affect its rating.

Hello Casino Guru,

In order to make the validation call, we have contacted the user for the number registered on his Bettilt.  During the validation call, the personal data was confirmed, however, the user failed several questions about the movements from his account, which was informed via email on the 21/01/2020:Please be advised that your account has been closed due to a failed validation call, you failed essential elements for approval. In this sense, we inform you that your account is not validated for withdrawal purposes.It is imperative for the user to have full knowledge of his account, which was not noticed during the validation call. Please note, the answers were analysed by at least 3 members of our Support Team and approved by the Administration.

We have also verified that the deposit amount was already returned to the user's account.In addition to that, please be aware that Belarus is a restricted country for the use of Bettilt, therefore, we won't be able to reopen the account.

Please consult:7.10. Below is the list of restricted or blocked countries from which we do not accept any play or registrations. This list is not exhaustive and we retain the right to update where needed: Afghanistan , Albania , Algeria, American Samoa, Anguilla, Antarctica, Armenia, Australia, Azerbaijan, Bahrain, Bangladesh, Belarus, Belgium, Belize, Benin, Bhutan, British Indian Ocean Territory, Brunei Darussalam, Bulgaria, Cambodia, Canada, Chad, China, Cuba, Djibouti, Ecuador, Egypt, Eritrea, Ethiopia, Fiji, France, Guyana, Haiti, Honduras, Hong Kong, India, Indonesia, Iran, Islamic Republic of Iraq, Israel, Jamaica, Jordan, Kazakhstan, Kiribati, Korea,, Democratic People's Republic of Korea, Republic of Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Lithuania, Madagascar, Malaysia, Maldives, Malta, Moldova, Republic of Mongolia, Myanmar, Namibia, Nauru, Nepal,Netherlands, New Zealand, Nicaragua, Niger, Northern Mariana Islands, Oman, Pakistan, Palestinian Territory, Panama, Papua New Guinea, Paraguay, Philippines, Poland, Qatar, Romania, Russian Federation, Rwanda, Samoa, Saudi Arabia, Serbia, Singapore, Somalia, South Sudan, Spain, Sri Lanka, Sudan, Suriname, Syrian Arab Republic, Taiwan, Province of China, Tajikistan, Thailand, Timor-Leste, Togo, Tokelau, Tonga, Turkey, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, United States Minor Outlying Islands, Uzbekistan, Bolivarian Republic of Venezuela, VietNam, Western Sahara, Yemen, Zimbabwe.

Best regards,

Bettilt team

Dear Bettilt Team,

Thank you for the reply. Since there is no record of the verification call, I can’t imagine how 3 members of staff would analyse the player’s answers unless they were sitting right there during the phone call and listening. Secondly, according to our Fair gambling codex, as soon as the casino lets a player from a restricted country register, deposit money and play, it should also pay out the winnings (link: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries). I would like to ask you to reconsider confiscating the player’s winnings and pay the amount in full. 

Hello dear Casino GURU

As we said before, we made the call and if we would proceed as you requested, our word would lost credibility. We proceed correctly on this situation and we already return the deposit made by the customer. There will be no return of winnings since the customer failed several security questions.Our word always responds to the truth, we respect and proceed correctly as our terms and conditions and we will not return any other value.

Best regards,

Bettilt team

Thank you Bettilt Team for the reply. Unfortunately, as mentioned above, we consider this decision to be against our fair gambling codex. I will mark the complaint "unresolved" in our system.

Dear Magistrant198, I'm sorry I couldn't help you with this one. It seems the casino's decision is final. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. 

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion. We received a piece of evidence suggesting the player was contacted by the casino for a verification call.

Dear Magistrant198, could you please reply to my email I recently sent to you from peter.m@casino.guru?

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.