The player from Portugal requested a withdrawal that was not processed due to claims of missing documents, despite previously submitted documents having been approved. After contacting support, she was informed that the documents would be validated within one hour, but the withdrawal remained unresolved. The player did not respond to follow-up inquiries from the Complaints Team, leading to the rejection of the complaint.
Bettilt Casino - Player's withdrawal is delayed due to document verification issues.
Amount: €1,000
Bettilt Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.0
Bettilt Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month 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
1 month 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
