Betzino Casino - Player's winnings delayed due to expired card verification.

Deposited two lots of 20 pounds and won £180, sent relevant ID bank card passport etc etc, then they wanted to see a card id used nearly a year ago to deposit. I’ve explained this was a zilch virtual card a get credit and pay later one and the account was closed down as I didn’t use it anymore. They refusing to pay out my money even though I’ve sent everything, I physically can’t send a picture of a virtual card. I managed to find the card that had been saved in my apple wallet which I’ll attach below. Surely they must realise that being a year ago this account was closed,I’m hoping someone can try and explain this to them the money I won was using the card I’ve already sent to them thanks

Dear Foxtrot50,

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.

• Have you received any response from the casino after you explained you no longer possess the card?
• Could you please share your communication with the casino related to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi

I’ve been on chat a couple of times not really getting anywhere, say the same thing need screenshots, I’ve explained it wasn’t a physical card so the asked if bank can verify was mine but it’s nothing to do with a bank either, it’s difficult explaining this was a virtual card that lets you pay for items over a period of time. Since last year though it’s been paid off and I don’t use it tbh I only used it for daft amounts, I’ll screenshot next chat with them but hopefully they will release money thank you

Closed my casino account could not be bothered with the chew over 180 pounds didn’t realise casino sites were so petty and picky

thanks for your assistance though

Dear Foxtrot50,

Thanks for your responses and emails.

In cases of problems with virtual card verification, we often advise players to submit a video where they access their bank application showing the personal information associated with the issued card. Since you closed your account in the casino it seems you don't wish to continue with complaint resolution, in which case we'll be forced to reject it.

Please let me know if I understand the situation correctly. Thanks in advance for your reply.

Yes that’s right I’ve closed the casino account and this case can be closed thanks for your help

We’ve closed this complaint as per the player’s explicit request.

Without confirmation the withdrawal issue was resolved, we'll mark the complaint as rejected. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.