BetHall Casino - Player's withdrawal is delayed due to verification issues.

Estou enfrentando problemas com o processo de verificação na Bethall. Há mais de um mês venho enviando todos os meus extratos conforme solicitado. Eles informam um prazo de 24 horas para análise a cada envio, porém esse prazo não está sendo cumprido e, ao meu ver, estou sendo prejudicada.

Na última tentativa, demoraram mais de 11 dias para responder e solicitaram novamente o extrato do mês de junho com todas as transações — justamente o documento que venho enviando repetidas vezes há bastante tempo. Meu dinheiro está retido desde maio/junho e, até o momento, não consigo realizar o saque.

Poderiam, por favor, verificar essa situação com mais atenção e me auxiliar? Ficarei extremamente grata.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear anacecilia,

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.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• 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

Eu enviei os primeiros documentos no dia 20 de outubro, enviei foto selfie com o site aberto como eles pedem, identidade frente e verso, extratos bancários, porém desde esse dia venho enfrentando uma demora fora do comum pra ter uma devolutiva deles, na minha ultima tentativa demorou mais de 10 dias, e essa que enviei de novo já fazem quase isso, e eles devolvem pedindo as transações de junho, mas eu já to enviando elas, então pra mim parece só um jeito de demorar mais a verificar, infelizmente eu enxergo assim, mas agora acho que vocês irão conseguir me ajudar. Obrigado pelo apoio.

Dear anacecilia,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

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

Looking forward to your reply.

Katarina

Email enviado, aguardo resposta.

Dear anacecilia,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Ta bom, estou aguardando.

Hello anacecilia,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetHall Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Anacecilia,

To proceed with your transaction, we are currently performing mandatory verification checks. Please note that these security protocols are not only required for the processing of withdrawals but are essential for the overall security of your account.

Due to a high volume of requests, our verification team is experiencing a temporary backlog. To assist you, we have escalated your account review to the relevant department for priority handling to ensure it is addressed as quickly as possible.

We are monitoring the status of your verification and will notify you immediately once we have an update or if any further action is required from your side.

Moreover, we would like to take this opportunity to remind you of an important point included in our Terms and Conditions, which apply to all users registered on our platform:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Thank you for your understanding.

Kind regards,

Bethall casino Team

Ja enviei diversas vezes, vocês estão demorando mais de 20 dias pra realizar uma verificação que lá vocês dizem ser em 24 horas.

Dear Anacecilia,

We would like to provide further clarification regarding the documentation required for your account.

The relevant department is unable to accept the file previously provided because the document indicates it has been modified or edited. Additionally, the specific deposit in question is not visible on that statement.

To resolve this, please upload the original digital PDF of the transaction history for June exactly as it was exported from your banking portal.

Kind regards,

Bethall casino Team

Dear Anacecilia,

Following the message from the casino, please make sure to comply with their request by submitting the original, unedited PDF of your June transaction history.

Additionally, I would appreciate it if you could also send a copy to me at [email protected], so I can review it and assist you further if needed.

Enviei, e está bem explicito no dia 24 de junho o único deposito que realizei no site. Agora me paguem por favor.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear BetHall Casino,

Could you please confirm whether you have successfully received the June transaction history?

I would also appreciate it if you could let us know whether there are any updates from your relevant department or if any further information is required.

Dear all,

Please be advised that your request is being processed by the appropriate department. We will notify you of any updates at our earliest convenience.

Kind regards,

Bethall Casino Team

Aguardando.

Dear All,

We are writing to provide an update regarding the investigation into the account mentioned in our previous correspondence.

Following a thorough escalation to the Risk Department, we have completed a comprehensive review of the account's activity. Based on the findings of this risk check, we have taken the following actions:

The account has been permanently closed in accordance with Terms & Conditions Section 9.1

Any remaining funds have been deducted from the account as per the provisions outlined in Terms & Conditions Section 9.4.

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest.

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

-using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

-using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

-engaging in money laundering, terrorism financing or any other criminal activity.

-threatening, harassing or abusing other customers or members of our staff.

-attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems.

-attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment.

-attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

-immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

-permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

-void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

-void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you.

-contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

We appreciate your patience while we conducted this internal review to ensure the security and integrity of our platform.

If you require any further clarification regarding this decision, please do not hesitate to let us know.

Kind regards,

Bethall casino Team

Dear BetHall Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Lucia,

Thank you for reaching out to us.

We have conducted a thorough search of our records using your email address, but unfortunately, we have been unable to locate any recent messages from you.

To help us investigate this further and ensure your inquiry is addressed, could you please provide a screenshot of the sent email? For tracking purposes, please ensure the screenshot clearly shows sender’s email address and recipient’s email address.

Once we have this information, we will be able to cross-reference it with our server logs.

We apologize for any inconvenience this may cause and look forward to resolving this for you.

Best regards,

Bethall casino Team

Hello Bethall casino Team,

I resent the email from my adress [email protected] to [email protected] and [email protected].

If these are not valid, can you please provide valid email adress?

Thank you in advance.

Dear Lucia,

Please be advised that all formal complaints should be directed to our official email address: [email protected] or [email protected]

Kind regards,

Bethall casino Team

Dear BetHall Casino,

I resent the email to [email protected] and [email protected]. Please check your inbox.

Thank you in advance for any response and/or information.

Dear Lucia,

We are writing to formally confirm that we have sent our response to your previous correspondence.

Please let us know if you have received it.

Best regards,

BetHall casino Team

Dear Bethall casino Team,

I have received your response. I am awaiting the items mentioned in your email.

Thank you for your assistance.

Dear Lucia,

We are writing to confirm that we have sent our response to your previous correspondence.

Please let us know if you have received it.

Best regards,

BetHall casino Team

Dear BetHall Casino,

Thank you for the information provided.

Would it be possible to share the document or any supporting evidence referenced in your correspondence? This would help me better understand the matter.

Thank you in advance for your assistance.

Dear Lucia,

We are writing to confirm that we have sent our response with supporting evidence to your previous correspondence.

Please let us know if you have received it.

Best regards,

BetHall casino Team

Dear anacecilia,

Based on the information provided by the casino team, we have determined that the complaint is not valid.

As part of standard verification, the casino reviewed the transaction history received from your bank. During this review, several transactions were identified between you and other customers of the casino. Specifically, one transfer of R$600 was sent to you on June 24 by a third party. On the following day, June 25, you made your first deposit to the casino in the exact same amount.

It is also important to note that, at the time of this transaction, the third party’s account had already been restricted by the casino’s Fraud Team due to collusion-related activity. This indicates that the third party may have been transferring funds to other individuals to play on their behalf or in their interest.

Based on these findings, the casino decided to close your account in accordance with their Terms and Conditions, which strictly prohibit collusion, including playing in the interest of others or cooperating with third parties.

Taking all of the above into account, we consider the casino’s actions to be justified and, therefore, we have decided to reject this complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.