The player from Mexico faced account verification issues after completing wagering requirements for free spins. Although he was certain that he only had one account, the casino claimed he had another and requested repeated document submissions without providing a clear response. The issue was resolved after the player cooperated with the verification process, leading to a confirmation from the casino regarding the validity of his account. The complaint was marked as 'Resolved' in the system.
Betano Casino MX - Player's account verification is delayed.
Resolved
Our verdict
Case closed
Amount: Mex$2,000
Betano Casino MX
Safety Index 8.9 HighCase summary
Discussion
Public
Public
11 months ago
Translation
I played free spins and completed the wagering requirement, and now that I want to claim the winnings they ask me to verify the account and I agree, but when I enter my information they tell me that I already have another account, but it is not like that they have my history and I am sure that I only have this account, they ask me to send my documents to an email and I have sent them like 3 or 4 times and I still have no response, every time I ask for information they ask me to send my documents again. It would be better if they said if they are going to verify me or not, so I don't have a bad time anymore
Automatic translation:
Public
Public
11 months ago
Dear Diego140906,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please specify which documents you sent to the casino for verification, and when exactly did you send the last one?
Kindly send me a link or a screenshot of the bonus you activated and played with.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
11 months ago
Dear Diego140906,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
