The player from Germany faced issues withdrawing money as the casino did not accept his verification documents, including selfies and ID. He also had not received a response to his request for verification via video chat and found no reference to such requirements in the provider's terms and conditions. The Complaints Team confirmed that his KYC verification had been successfully completed after multiple submissions, and he had been prompted to initiate a withdrawal request. However, due to a lack of response from him, the complaint was closed at that time, with the option to reopen it in the future.
BetiBet Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €184
BetiBet Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
Hello,
A verification (selfie + ID + message) requested by the provider to initiate the payout is not accepted. There has been no response to the request for verification via video chat. I provided all documents and then I received this request with a selfie, where I could not find anything in the provider's terms and conditions. Several of my selfies were rejected.
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9 months ago
Dear major82,
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 except for the selfie with your ID?
- 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
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9 months ago
TranslationDear Katarina,
Thank you very much for your support. I have been listed with the provider since around July 2022 and lost a low three-digit amount for fun in the period up to April/2025. New deposit now in April and stake almost doubled, so I wanted to cash out. Since I also have a new bank, the trouble started. They wanted a proof of deposit from 2022, which is subject to fees for me at the bank, and only later did they switch to the April deposit, so I guess I was lucky again. I already went through the entire verification process in 2022 and this selfie request was completely new to me. New bank verification was also confirmed. Since the selfie + ID + hand was rejected several times, I suggested Videoident. The terms and conditions also state that the provider can do this legally, but probably only in cases of suspected money laundering/cheating/identity misuse, and not to get to know its customers.
Documents: ID card, invoice with address, bank verification
were all submitted in 2022 on 12.06.2022
Best regards
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9 months ago
TranslationHello,
When I asked in the live chat why my verification was rejected, I received the answer that part of the hand with which the selfie was taken had to be visible.
Everything together:
Message with date+ID+hand held clearly visible+part of the hand with which the selfie was taken.
Edited
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9 months ago
TranslationHello,
the deposit/registration was 2023.
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9 months ago
Dear major82,
thank you for your messages. I apologize for the delayed response. I was on sick leave and unable to reply.
- Have you received any update regarding the new picture you have submitted? Has it been accepted?
- Could you please provide any communication you had with casino regarding this matter to my email katarina.d@casino.guru? Kindly provide emails, live chat transcripts and screenshots.
Looking forward to your reply,
Katarina
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9 months ago
TranslationHello,
Yes, after about 50 uploads it was accepted for reasons unknown to me.
In my opinion, the KYC process, if it is discretionary as is the case with this provider, is unreasonable or even abusive.
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9 months ago
Dear major82,
thank you for your message.
Am I correct to understand that your Know Your Customer (KYC) verification has been successfully completed?
Have you initiated a withdrawal request?
Looking forward to your update,
Katarina
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9 months ago
Dear major82,
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.
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9 months ago
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
