The player from Kazakhstan faced difficulties withdrawing funds from BETHALL casino due to ongoing account verification requests. Despite having provided the necessary documents, they continued to ask for bank account details related to a transaction that he did not make. He sought assistance in resolving the situation. The player later announced the casino paid out his winnings. The issue was resolved after the player marked the complaint as resolved, indicating satisfaction with the outcome.
BetHall Casino - Player's withdrawal is delayed due to requested account verification.
Resolved
Our verdict
Case closed
Amount: €500
BetHall Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
BETHALL casino is delaying my payment by requiring me to verify my account.
At their request, I sent them my e-wallet transaction history, ID, selfie. I sent them all these documents, which were accepted.
But now they have asked me to provide them with the details of my bank account from which I replenished my JETON e-wallet account for July 2025.
I cannot physically fulfill this request because I did not make any deposits to my JETON e-wallet in July. I wrote about this to BETHALL's email and sent them a PDF file with the entire transaction history for July 2025. And it is clearly visible there that I did not make any deposits to my JETON e-wallet.
The most important thing is that this requirement is illegal. It violates my privacy. I consulted with my lawyer, and he assured me that BETHALL casino has no right to demand such confidential data from me, which concerns only me and the JETON e-wallet.
After my email to BETHALL, they withdrew their illegal request to "provide them with the details of my bank account from which I replenished JETON in July", and asked me to provide them with the details of any of my bank accounts where the IBAN number would be visible.
I understood that this requirement of theirs also violates my rights, and I am not obliged to provide them with my bank account details. Because I did not make any money transfers to my account at BETHALL casino.
But I still sent them these details in a PDF file.
However, today they again asked me to provide them with the details of my bank account from which I replenished my JETON e-wallet account for the month of July 2025.
Now I understand that they just don't want to verify my account under a false pretext.
I ask you to help in this situation.
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Public
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetHall Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Does your e-wallet history show any deposits being made to the wallet during the month of July?
- Would you be able to forward the same document as the one you sent to the casino during verification, if possible?
- Send the information to my email at [email protected]
- Have you made any previous successful withdrawals from the casino?
- Have you achieved your winnings with the help of a bonus?
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,
Tomas
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6 months ago
Translation
1 - No. I did not make any deposits to my JETON e-wallet in July 2025, from my bank account or credit card. I don't need to do this because I have had money in my e-wallet for a long time.
2 - I am sending you by email the transaction history of my JETON wallet for July 2025. It shows that I did not make any deposits to this wallet in July.
3 - Yes. I have already withdrawn money from this casino.
4 - Yes. I received a deposit bonus and successfully wagered the required wager. And then I made a withdrawal
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6 months ago
Translation
Today BetHall asked me for my bank account details. Even though I have not made any deposits to BetHall casino using my bank account.
I wrote to their support asking why they were asking me for my bank account details again and again, to which they replied that they wanted the details of the bank account from which I topped up my JETON e-wallet in July 2025.
I replied to them that I did not top up my JETON e-wallet in July and that I sent them the transaction history of my JETON e-wallet for July several times.
To which they replied that they would contact me by email.
But they don't write me anything by email. They just activate a request in the VERIFICATION section asking me to provide them with my bank account details.
It's a vicious circle. They just don't want to pay my money under a false pretext. I gave them all my documents.
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6 months ago
казино BETHALL наконец-то ответило мне на емайл, но запрос у них опять тот же самый.
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Dear ******,
We hope this message finds you well.
By successfully processing your request, we ask you to provide us with the following document:
- Transaction history from the payment method used to top up Jeton for the whole period of July.
We are here to help with any questions or concerns you may have, so please don't hesitate to get in touch.
Have a nice rest of the day.
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Я им ответил:
I have already written to you three times: I DIDN'T REPLENISH MY JETON WALLET in July.
I don't need to do this. I have enough money in my JETON wallet.
Why are you asking me the same thing 10 times?
I didn't replenish my JETON wallet in July.
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И так: в разделе ВЕРИФИКАЦИЯ казино BetHall запросило у меня реквизиты банковского счета. Не смотря на то, что это незаконный запрос, и они не имеют права запрашивать мои банковские данные Я ИМ ОТПРАВИЛ ПДФ файл с реквизитами банковского счета.
Они его приняли, но потом снова активировали запрос о том, что бы я предоставил им реквизиты банковского счета, с которого я пополнял электронный кошелек в июле месяце.
Этого я сделать не могу, потому что я не пополнял электронный кошелек JETON в июле.
И тут я отправляю им ПДФ файл с историей транзакций моего кошелька JETON за июль месяц 2025 года.
Но там никаких депозитов с моего банковского счета.
И вот это повторяется по кругу.
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6 months ago
Translation
BetHall again asks me to "provide transaction history for the payment method used to fund your Jeton account."
But I didn't top up my JETON wallet in July using a credit card or bank account. I don't need it.
I have had money on JETON for a long time, and I regularly receive payments from different casinos. For example, I received two incoming payments at the beginning of July for 500 euros.
I used them for deposits to other casinos. Or I withdrew money from ATMs for personal use.
But I didn't make any deposits to my JETON e-wallet
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6 months ago
Translation
Just now, half an hour ago, BetHall casino paid out my money.
I know that without your participation this would not have happened!
Thanks Kasino-azov and thanks Toma s Complaint Specialist
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear MARKKKK,
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,
Tomas
