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

Amount: €800

Bettilt Casino

Safety Index:Very low Submitted: 17 Mar 2020 | Case closed : 02 Apr 2020

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Germany is struggling to complete KYC verification due to a missed phone call from the casino. We rejected the complaint because the player didn't respond to our messages and questions.

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elle2203

Novice

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4 years ago

OriginalTranslation

Hello, I first requested a payment here at the casino on 03/10/20. All documents submitted properly. Even the selfie with ID that was requested. But then it started. Withdrawal canceled because I have to answer a call that confirms my identity. So I applied again and waited. Call came, connection interrupted, payment canceled. Asked in the chat and I got the following answer: I should request a new payment and wait for the call. So this is done and support is also written to. There you get the same answer but that this call could take 72 hours before it comes. In addition, I have already uploaded my documents from EcoPayz to which the payment should be made. Nothing happens. Payment canceled after 72 hours (3 days). Reason Chat I would not have accepted the call, which never came 🤷‍♀

Automatic translation:

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Petronela

Complaints Team Lead

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4 years ago

Dear Katja,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do so, please could you confirm that this was your first attempt to withdraw your winnings from this casino? 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

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elle2203

Novice

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4 years ago

OriginalTranslation

Yes, it was. But the call finally came and I think that nothing should stand in the way of the payment. So far, it is not out yet, but wait.

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Automatic translation:

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Petronela

Complaints Team Lead

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4 years ago

Great Katja, I will be waiting for your confirmation patiently. Thank you in advance.

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Petronela

Complaints Team Lead

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4 years ago

Dear Katja,

Please could you update the status of your complaint? Thank you very much in advance.

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Petronela

Complaints Team Lead

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.