The player from Paraguay is experiencing difficulties verifying the account due to the absence of utility bill. She had problems with address verification but after sending bank statement with address Casino verified her account.
Betzest Casino - Player’s struggling to complete the account verification.
Amount: $10
Betzest Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I cannot verify my account at this casino despite submitting all my documentation.
What I can't verify is my address.
They asked me for a bill for basic services. And I don't have it because I live for rent.
Then they asked me for an account statement in pdf format downloaded from my bank.
I sent, but they say it is invalid because it does not have the city in the extract box.
I submitted my bill for phone service, and they declined.
I told them that I could send my credit card statement. They also did not accept.
I request that you can verify my account with a document that I offered for it.
I have $ 10 in my account that I cannot withdraw due to not being able to verify my account.
I have the conversations with the finance department. I can send you by mail if you wish.
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4 years ago
Dear Lauarual,
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. None of the serious and licensed casinos takes KYC lightly.
Do I understand it correctly that uploading your utility bill seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Have you been advised about any alternative document which could be provided instead of a utility bill?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Petronela, thank you for verifying my case.
I sent all my documents: identity document, last 3 bank statements, mobile phone bill, even the utility bill (even if it is not in my name).
I offered to send my credit card statement, but they accept me.
I am sending you all the conversations I had with the Finance Department for the evaluation.
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4 years ago
Thank you very much, Lauarual, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Lauarual,
I looked at your complaint and will do my best to help you. I would like to invite Betzest Casino into this conversation. Can you please specify what is the problem with player’s verification? She explained to you that she is renting a flat and utility bill is not in her name and also that people in Paraguay don't use postal code.
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4 years ago
Dear Madam,
We are very sorry for the inconvenience and we thank you for reaching out.
I am told from the Finance Department that in order to fully verify your account, you have to provide a statement which also includes the city and the postal code. Also as you stated your utility bill hasn't got your name on it. And that's another impediment to fully verify the account.
Furthermore you stated that you have 10$ in your account, and those are winnings from the free spins. Those winnings will be added in your account as soon as you make a real WD as the clause 1.4.6 of our bonus T&C's states (https://prnt.sc/v3sx3o). You never made a real deposit on our site, and in the moment of a real withdraw, those 10$ winnings will be added on the top of the amount that you will withdraw.
We thank you again for your patience and understanding.
Kind Regards
Casino Manager
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4 years ago
Translation
As long as they can't verify my account, I won't make a deposit (no one in their right mind would)
I sent the bank statement (the last 3 months), downloaded from my bank's app.
In the header you can see the address and my personal details, but it is not possible to "edit" the header to add the information that the casino wants to see.
That's what they basically told me at the casino: contact the bank to have them add data. This is impossible! Which bank modifies its system of issuing statements for a customer's order ?!
You have enough confidential personal information to verify my identification and address.
I just offered to send my credit card statement (from where I would make the deposit) and they did not accept it.
Viliam, I am sending the extract I sent to the casino by mail right now (to Petronela's mail), so that they can verify what I say.
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4 years ago
Dear Casino,
Player states that she is renting a flat and she is not able to send you a utility bill in her name and also that Paraguay hasn't postal code. Please, try to reconsider if there is another way how to verify player's identity and let us know. Player also states that she won't deposit money into Casino before she will be fully verified.
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4 years ago
Dear Lauarual,
I just spoke with Casino affiliates and the only way how to verify your account is to send them some documentation which proves your identity, name and address. Please, try to ask your bank if it's possible to get some certificate which shows your address. Or send them photocopy of your passport or anything with requested information.
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4 years ago
Translation
My identity document has already been sent to you.
I am going to send you my credit card statement and a certificate of residence issued by a government authority at this very moment.
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4 years ago
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Without a doubt, I am concerned that despite having sent all my documents, the Casino will not send me a single reply, not even an acknowledgment of having received them.
It is truly uncomfortable to share so much information and confidential documents and not be certain of the reception or not.
I hope you take this case seriously and it can come to a good close.
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4 years ago
I am sorry but I didn't receive any mail from you. Please, try to resend it once again, my address: viliam.v@casino.guru. I can assure you that Casino wants to pay you but first they need to verify your account according to licensing rules.
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4 years ago
Translation
Viliam, the mail with my documents I sent to Betzest, but they don't answer.
Now I forward you to your email so you can see all the documents.
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4 years ago
I already received your emails. If you send it to Betzest Casino we have to wait for their answer.
Dear Casino, please let us know if you'll need any additional information for verification.
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4 years ago
Dear Madam,
We can confirm that we received the documents, they are under review, and we answered to you by email since yesterday 18:18 CET to confirm that.
We will inform you accordingly as soon as possible.
Thank you for your patience and understanding
Kind regards
Casino Manager
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4 years ago
Translation
"As soon as possible" they have been telling me for days.
How cumbersome and tiring is this process.
I submitted all my documents, and they are "checking" too long ago.
I think Betzest Casino wants to take the case to the point where the customer tires and drops the case.
Everything to avoid paying, they put sticks in the wheel and object to anything, despite all the documentation I sent them.
I never thought this casino was so bad.
They really waste my time.
CASINO BETZEST: LET ME KNOW IF YOU ARE GOING TO VERIFY MY ACCOUNT OR NOT, SO I STOP WASTE TIME AND PATIENCE WITH YOU.
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4 years ago
Dear Madam,
Thank you for your patience and understanding.
After the last document that you sent your account at Betzest is verified.
Thank you once again.
Kind Regards
Casino Manager
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4 years ago
Translation
Viliam:
They finally verified my account.
Please consider the case resolved.
Thanks for always helping!
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4 years ago
Dear Lauarual,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
