The player from Portugal requests a withdrawal that is not processed due to claims of missing documents, despite previously submitted documents being approved. After contacting support, they were informed that the documents would be validated within one hour, but the withdrawal remains unresolved.
Bettilt Casino - Player's withdrawal is delayed due to document verification issues.
Amount: €1,000
Bettilt Casino
Safety Index:LowSafety Index
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Case opened
Current status
Waiting for player to reply
6d 16h 42m 7s
Case summary
7 hours ago
Public
Public
17 hours ago
Translation
Hello, good afternoon. Unfortunately, this time it's my turn. I requested a withdrawal, but they are not processing it because they say I need to verify my documents...
I have already sent my documents, which they say were approved, but when I make a withdrawal, they reject it due to missing documents.
I contacted support to verify the documents 1 day ago, and they told me the documents would be validated within 1 hour...
Automatic translation:
Public
Public
7 hours ago
Dear jorgebarbosa909090,
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 take KYC lightly and it might take a few working days to complete this thorough process. Furthermore, the casino can ask for additional verification even though your account was previously verified.
- Do I understand correctly that you have already provided the missing documents?
- If you have, could you please clarify which documents you provided?
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
jorgebarbosa909090 has 6d 16h 42m 7s to reply
