Betano Casino CL - Player's withdrawal is delayed due to ID verification issues.

I registered with Betano and deposited 200,000 CLP with my VISA card and managed to increase my money playing roulette, reaching 976,000 CLP.

When I wanted to withdraw my money, they asked me for documents, which were all approved, but after a while they told me that my ID was edited, which is totally false, I have uploaded my ID photo more than 40 times in different positions, including a selfie, and they always say that the photo is edited, that is false, I even told them to make a video call if they want, but they refuse to pay my money.

The problem is always that my photo is edited, and with that excuse they don't pay me my money.

I attach my ID card to this message. You can check the QR code to see if it is a valid ID card. You can also check the photo to see that it is not edited.

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Dear miguelcid34,

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.

• Do I understand correctly that the picture of your ID is the only reason your verification is not complete?
• Have you tried to submit a different piece of ID (passport, drivers license...)
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Yes, I presented my ID and then my passport, both were rejected...

This was 12 days ago. Both documents are 100% legitimate, and you can even check them in the civil registry with the QR code they contain.

Dear miguelcid34,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please provide the documents that were rejected during the Know Your Customer (KYC) process.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear miguelcid34,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru