Bettilt Casino - Player’s struggling to complete account verification.

good night

After several bets for about 1 month I had about 5000 euros in my bettilt account, out of nowhere an email appears asking me for several documents (proof of Neteller ownership and bank account, salary receipts) they made a call asking several questions and I did everything they asked me to do, however 2 months have passed since then and they won't let me withdraw my money the only thing they say (I've exchanged dozens of emails I've been to the live chat) is that they continue to analyze my situation and I have it there 5000 euros blocked... That's a lot of money. What can I do? They don't give me any justification.

Dear Marcsantos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process, however, two months is more than enough time.

Do I understand correctly that you have provided all the required documents to verify your account? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Yes, I provided all the documents they asked for, in fact I had already done surveys before these problems arose. Everything they asked me I sent. The only thing they say is that they continue to review my account. I do not know what to do.

Thank you very much for your reply, Marcsantos. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good afternoon

I have already sent by email the screenshots of the emails exchanged with bettilt.

Thanks for listening

Thank you very much, Marcsantos, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you, I'll wait.

Hi Marcsantos,

I've just reviewed your case and am sorry to hear that your verification process is delayed. I'll try my best to help you by contacting the casino.

Dear Bettilt Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case? Are there any reasons for the verification process to be stuck?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

I'm waiting 🙂

We would like to ask the 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 negatively affect its rating.

Dear Marcsantos, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia