Bettilt Casino - Player’s verification failed due to a misunderstanding.

I started playing in Bettilt half a year ago. After my first win which I wanted to withdraw casino requested verification. They asked me to send my ID, selfie with it and proof of address. After few days they cancelled my withdrawal so I sent email asking for clarification on which they replied ¨We confirm that all your documents are correct and for that reason you don't need to send us anything else." Their next email they sent me was about me not passing the verification call which I was never informed about (email from 30.05) After that I asked them to call me so I could pass the verification. They again replied me that I have already failed the verification call by not answering all of the questions by phone. At this moment I was so confused as I never talked to them, they never even mentioned that they need a call before. Their support was useless. I started clarifying everything on my own and I found out that casino really called me when I was expecting a call on registration from another casino - Energy. I remember clearly that I asked them over the phone if it was Energy casino calling and they said yes!! The girl's name was Brenda. Plus at that time I did not even know that Bettilt wants to call me. They just foolled me you know? After I understood what has happenned I went to chat right away and tried to explain that this was a miscommunication but support did not want to listen. I wanted to talk to the manager and they won't let me. I wanted to talk to the girl that called me and they won't let me do this as well. They just took the money. I feel like I have been fooled on purpose. I have all the emails they sent me to support my words. I even saved the chat transcript. I received neither support nor understanding from casino's side so I hope you could help me to find justice.

Dear Juan,

Thank you for contacting Casino Guru. I’m sorry to hear about your bad experience. I would like to ask you to send to us all the relevant correspondence with the casino. It will help us understand what the problem is. I wonder why your verification wasn’t successful. You used the same documents and personal data regardless of which casino called you, right? Did the casino rep inform you at the end of the call that the verification failed?

Best regards,

Peter

No, I did not use the same documents. I was just registering in Energy casino and they asked for a call to confirm my phone number or something like that. So I never sent documents to Energy. No they did not tell me that at the end of the call, they sent me an email. I asked them to call again as it was just a mistake but they refused. I attached screenshots of a chat, please check them and you will fing more details.

Hi Juan,

Thank your for the reply and screenshots. Do you also have the email where they state ¨"We confirm that all your documents are correct and for that reason you don't need to send us anything else."? 

Best regards,

Peter

Dear Juan,

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.

Best regards,

Peter

Sure I have it! Sorry for such a long response 

Hi Juan Fernando,

Thank you for the screenshot. It is not unusual for the casinos to require additional checks to verify your identity. However, your case is a little bit more complicated. I find the statement: "You can still use your account to place bets" especially strange. I will try to contact the casino and we will see what their standpoint is. You will be notified as soon as the casino replies. 

Thanks! I think what they mean is that I can play with the money that are on my balance but I cannot withdraw them. I will wait for the news

I understand, but would you place bets if you can't withdraw your winnings? I reminded the casino about the complaint since there was no reply yet.

Hello, 
Thank you, for you complain in casino.guru !

Customer had his validation call failed due to the fact that he claimed that he never deposited on Bettilt, which, in fact is false since the player deposited 1800€ at the time of the call.
Also, the agent who called identified herself with a different name and explained that was a validation call from Bettilt. Our agents would never call in behalf of other gambling company or identify themselves as an employee from another company besides Bettilt.

Best regards, 
Bettilt Team

I am sure that you were not there when this call happened. And I already explained you why I told that I did not deposit to casino! Could you show some loyalty to your customers and not just find reason to confiscate money? I did not ask you to just pay me without verification. I just asked you to call me again so we could talk and be on the same page. 

Hello Bettilt Team,

I admit this really is a curious situation but how can the issue be solved?

Hello, 
Thank you, for your complain in casino.guru !

Unfortunately, it is not possible to reschedule another validation call since that would defeat its purpose.
The call was made, the report of the call was analysed and the decision was to flag the account as failed in the validation process.
This decision is final and irreversible and Bettilt's Terms and Conditions are clear in this kind of situation.

Best regards, 
Bettilt Team

You made me fail it!!!!!!

Hello dear Juan, 
Thank you, for your complain in casino.guru !

This evaluation is final after checking with Bettilt Administration.
It's imperative that a customer has his validation complete to continue to play with us and to complete withdrawals. We kindly ask you to send an email to support@bettilt.com so we return the value of your deposits.

Best regards, 
Bettilt Team

Hi Juan,

Please let me know if you received your deposits.

No, I didn't. I didn't send hem an email. I want to receive the full win 

Hi Juan,

You wrote that the disputed amount was €1750 but you deposited €1800. So what is the amount of your winnings?

I deposited 1800 EUR in total. (6 deposits). My last deposit was 300, my win 1754. Casino wants to return me all of my deposits¨?

Hi Juan Fernando,

The casino stated: "We kindly ask you to send an email to support@bettilt.com so we return the value of your deposits." I recommend you to send them an email and see if you can find a compromise. Please keep me updated on the issue.

Thank you! I received all of my deposits back!

Dear Juan Fernando,

Thank you for using the Casino Guru complaint resolution center. I'm glad to hear that you got your deposits back. We will now mark the complaint as 'resolved' in our system. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter