The player from Italy can't withdraw his deposit at the casino because the casino claims he entered incorrect ID details during registration. We were forced to close this complaint because the player breached one of the fundamental rules of online gambling by providing incorrect personal information.
Betway Casino IT - Player's identity has not been verified.
Amount: €200
Betway Casino IT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
the casino claims that I entered my ID details incorrectly during registration and uses this reason not to return my deposit that I never played
I enclose the documents as a sign of good faith below
Automatic translation:
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9 months ago
Dear mattyvona89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to emphasize that the casino has the full right to suspend your account in case you entered incorrect personal details during the registration. I checked the General T&Cs and I found this:
"4.11 Account Suspension
...
(iii) enter incorrect or false information when registering an Account;"
Could you please clarify if you are aware of providing incorrect personal details? What was the difference between the information you entered during the registration and the personal data in your documents?
Do I understand correctly that €200 (dispute value) is being held in your casino account?
Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Translation
yes okey but I typed the document number wrong, that is, does this seem correct to you? it was enough to tell me to correct it during registration no instead they preferred to use the excuse to steal my money when in doubt avoid this mess given how he behaves with customers
Yes 200 is my deposit never played
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9 months ago
Thank you very much for your reply, mattyvona89. 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.
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9 months ago
Translation
done, forwarded the summary communication
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9 months ago
Well, unfortunately, in this case, we must side with the casino. You breached one of the most basic rules of online gambling by providing multiple incorrect details without any clear and/or valid explanation, and I am sure you will agree with me that this was not the casino's mistake. I can only recommend that you always make sure that the personal data entered during the registration match the personal data from your documents as this is a fundamental requirement in all casinos. We would really like to help, but we cannot support you under these circumstances.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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