The player from Greece is experiencing difficulties withdrawing his winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.
BetVili Casino - Player’s struggling to complete the account verification.
Amount: €270
BetVili Casino
Safety Index:Very lowSafety Index
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0.9
BetVili Casino has a Safety Index of 0.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
THEIR sent IDENTIFYING THE DRIVERS LICENSE AND PASSPORT TO MY ACCOUNT AND THE IDENTIFICATION AND YOU HAVE MY IDENTIFICATION CARD ACCOUNT AND ACCOUNT NETTELER PPC NOT MY considered IDENTIFYING AND FIND DIKAIOLOGIES CONTINUE TO DO NOT WITHDRAW
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3 years ago
Dear Kyriakos,
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.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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,
Petronela
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3 years ago
Translation
The problem is not that they are late, because I sent them the ID and they replied that they do not accept documents that are written by hand, I explained to them that the Greek IDs are written that way, then I sent them the driver's license and they rejected it and this and then I sent them the passport (which expires because I have time to use it). I sent them whatever documents I had and they rejected them. I think I did it on purpose so that they would not give me the money.
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3 years ago
Thank you, Kyriakos, for your reply. Is there any relevant communication that you could forward to petronela.k@casino.guru? Afterwards, we will contact the casino.
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3 years ago
Translation
I SENT YOU THE SCRIPT WITH THE LIVE CHAT. IF YOU WANT I WILL SEND YOU THE DOCUMENTS (IDENTITY, DRIVING LICENSE AND PASSPORT).
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3 years ago
Thank you very much, Kyriakos, for forwarding all the relevant communication. Could you please advise why your Driving License hasn't been accepted? If you wish to send me your personal documents, of course, you can.
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3 years ago
Since your Driving License hasn't been accepted, could you please advise if you have provided a better quality of your ID?
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3 years ago
Dear Kyriakos,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
WITH THE DRIVING CERTIFICATE I HAVE TO CAN DRIVE IN ALL EUROPEAN COUNTRIES I HAVE NOTHING ELSE TO SAY.
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3 years ago
Dear Kyriakos,
Could you please forward your Driving License to petronela.k@casino.guru?
