The player from Germany is experiencing difficulties verifying his account. Player’s complaint has been resolved successfully.
Betzest Casino - Player’s struggling to complete the account verification.
Amount: €1,000
Betzest Casino
Safety Index:HighSafety 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.
8.0
Betzest Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Good evening,
I am desperate.
They make it really difficult for me to verify, even though I have sent all the documents.
I have registered at www.betzest.com.
I made a deposit via Trustly € 60 and used the welcome bonus.
I was able to successfully implement the bonus.
This turned into a profit of € 1,000 in the end.
Of course I wanted to withdraw it, but first I had to verify my account.
Of course I did that immediately.
Personal ID, telephone bill and bank card will be sent directly. I was then asked to write a selfie photo of myself with a DIN 4A sheet of the following caption:
- ID card
- writing Betzest
- Today Date
- Customer number
I did this too.
Then I was assumed to have 2 different names.
Of course there are people who have 2 other names on their ID.
I also explained this.
Furthermore, I was asked to send a gas, electricity & water bill from last month.
Unfortunately, I couldn't because I get this invoice once a year.
So I was offered an alternative to send a bank account statement from the last 3 months.
I did this too and forwarded it immediately.
In addition, it was assumed that I should have 2 different addresses.
I noticed that the house number was missing in my account and I informed the email support about that.
Then I was asked again for 3 bank statements from the last 3 months.
I then sent them to the 2,3,4x.
It really can't be true.
I have proven my authenticity and yet something new is always asked for.
Above all, the casino always finds something new, be it the name, address or you are asked for more documents.
I have also saved a complete email history and can prove it to you.
I have sent the following documents to this casino:
- ID card front + back
- Bank card front & back
- Bank account statements from the last 3 months
- Selfie of myself labeled with ID and DIN 4A sheet
- Phone bill
- Bank account invoice notification
- Photo ´´ from the bank or proof of the transfer to Betzest
I seriously wonder why you have to send so many documents to this casino when you have already proven its authenticity.
Even with phone verification.
I've never had such problems with verification as with Betzest.
Please please help me .. I don't know what to do anymore ..
With best regards,
Ronnie
Automatic translation:
Public
Public
3 years ago
Dear Ronnie,
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 licensed casinos takes KYC lightly.
Have you been advised what specifically seems to be a problem in verifying your account?
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
Public
Public
3 years ago
Translation
Good day,
Today I received an email from Betzest with the following text:
Dear Mr. *****,
Your documents are verified and your account approved. Additional documents may be required in the future.
We appreciate you for being a loyal part of the Betzest.com community.
After my account was "verified", I requested a payment of 1,000 euros.
Unfortunately my withdrawal was declined.
Apparently you couldn't withdraw with Trustly, even though I deposited with Trustly.
I'm starting to feel really fooled by this provider ..
Best regards,
Ronnie
Edited
Automatic translation:
Public
Public
3 years ago
Translation
Good evening,
after hours of discussing with the support about the payout, because I was supposedly not allowed to pay out via Trustly ect we finally came to the end.
The payment was made and is already on my account.
Thank you very much for your support.
The case can be closed.
Thank you very much.
With best regards,
Ronnie
Automatic translation:
Public
Public
3 years ago
Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Ronnie, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
