The player from Italy had deposited €50 at Betista Casino and had accumulated a balance of €17,600. After multiple withdrawal requests were rejected and a full KYC process was completed, the casino blocked his account again and requested that he restart verification, preventing him from accessing his winnings. The Complaints Team had been unable to proceed with further investigation due to the player's lack of response to inquiries and reminders, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Betista Casino - Player’s account is closed and withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €17,600
Betista Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
I deposited €50 at Betista Casino (operated by Willx NV, license OGL/2024/1647/0892 – Curaçao) and after a regular gaming session I had a balance of €17,600.
The problem started when I tried to withdraw my winnings.
Between October 9 and 11, 2025, I sent 3 withdrawal requests, all of which were rejected with the reason: "selfie with invalid document."
I then uploaded:
Front and back of the identity card
Statement of the card used for the deposit
Payment receipt
More than 5 selfies with the document in hand
After all this, a live chat operator confirmed that my KYC verification was complete and approved. I also have screenshots of this confirmation.
However, even after approval, the withdrawal was never accepted.
The next day they blocked my account again, asking me to repeat the whole KYC process from the beginning, as if I had never sent anything.
As of today, the balance of €17,600 is still there, but they won't let me withdraw any money, nor will they give me any valid explanation.
It seems like a deliberate attempt to buy me time or discourage me, an unfortunately common practice in some shady casinos.
🔒 My request: I request that the Casino Guru team investigate this matter and contact Betista on my behalf.
I just want to receive my legitimate winnings, earned with a minimum deposit and regular play.
I did not break any rules and provided everything that was asked of me.
📎 Available evidence (which I attach if requested):
Screenshot of collection waste
Operator confirmation that KYC is approved
All documents submitted (IDs, selfies, statements, receipts)
I hope you can help me resolve this situation and get my winnings paid out.
Thank you for your attention.
[Your name or username]
Automatic translation:
Public
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1 month ago
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
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 take KYC lightly
- Could you please explain which payment method you have used for deposits? Was it a debit or a credit card?
- Was this your only deposit in the casino?
- Were you given any explanation for why your documents were not accepted, or were you given instructions only to submit other documents?
- Please share the most recent communication from the casino regarding the verification requirements and the last documents you submitted to the casino. Send the information to my email at [email protected]
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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1 month ago
Dear Muniz93,
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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1 month 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,
Tomas
Casino.Guru
