Betista Casino - Player's account is restricted due to verification failure.

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ear Piocasember,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation:

• Could you please let me know when you last tried to upload the documents and how many times you were unsuccessful?
• Have you received any confirmation emails after attempting to upload your verification documents?
• Could you describe the specific error messages or problems that occur when using the upload system?

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,

Petra

Dear Petra,

I am writing to provide an urgent update regarding my case with Betista.

I have just received another email from them, and their response is absolutely ridiculous. They are asking me yet again to submit the exact same documents that I have already sent them five times before. Furthermore, they are still insisting that I upload these files directly through their website. They are completely ignoring the fact that I have filed countless complaints via Live Chat and email explaining that their upload system is broken and displays an error message for standard PDF and JPG files under 10 MB.

To make matters worse, they refuse to accept the official, certified statement issued by Revolut which verifies my bank card ownership. Instead, they are demanding that I take a physical photograph of the card. This is technically impossible because it is a virtual card, meaning there is no physical plastic card to photograph.

It is clear that Betista is intentionally stalling, ignoring all factual explanations, and demanding impossible verification steps just to avoid paying out my funds.

I kindly ask for your intervention to make them review my documents manually and accept the official Revolut verification for my virtual card.

Thank you for your ongoing support.

Best regards,

Tibor

UPDATE!

Dear Petra,

This is a quick addition to my previous message regarding the virtual card issue.

I would like to clarify that on this specific Revolut virtual card, my name is not physically printed on the digital card screen. The only details visible are the card number, expiry date, and the CVC code. As a matter of basic security, I cannot and will not share a screenshot containing the unedited card number or the CVC code, as these should never be disclosed to anyone.

This is exactly why I provided the official, certified account statement generated directly by Revolut, which legally proves that this account and the associated card belong to me.

Betista's demand for a photo of a virtual card that has no name, while refusing a certified bank document, is an obvious stalling tactic. I hope you can help me force them to accept the official bank statement.

Best regards,

Tibor

Dear Petra,

I am writing to provide another crucial update. After countless long, exhausting, and completely unnecessary back-and-forth communications, my account was finally verified today. However, a brand new ordeal has immediately started regarding my withdrawal.

I am sending you the transcript of my latest Live Chat conversation with Betista (with the agent named Cristiano) so that you can see how they treat their customers. They completely make a fool out of people, ignore everything I actually write to them, and blindly copy-paste standard scripted answers. They make me go through various troubleshooting steps that obviously do not work, and at the end of the day, they just use the usual "I will forward your complaint to the relevant department" line to wash their hands of the matter and stall the payment.

Please find the attached screenshots of the chat along with their exact English translation below, which clearly demonstrates their evasive and unprofessional behavior.

Thank you again for your ongoing help.

Best regards,

Piocasember

TRANSCRIPT OF THE LIVE CHAT CONVERSATION

Cristiano: Thank you for contacting us. If you have any questions or need any help, I am here for you, dear Tibor.

Player (Tibor): I already wrote to you today that I cannot initiate a withdrawal because I receive an error message. I would like to withdraw 77,000 HUF, but it says I can only withdraw three thousand. Is it possible that the amount needs to be entered in Euros?

Cristiano: Dear Tibor, our dedicated team is checking the details and ensuring that we handle this properly. As soon as the solution for your request is ready, I will inform you as soon as possible. Thank you for your patience. It means a lot to me.

Player (Tibor): Yes.

Cristiano: The maximum withdrawal is 600 EUR every 24 hours, dear Tibor. Please keep the numbers at a value that appears.

Player (Tibor): Please answer my question.

Player (Tibor): 600 Euros is more than 77,000 HUF. Why can't I withdraw it?

Cristiano: Please follow these steps and let us know if you still have the same issue. Thank you in advance. 1. Try a different browser or use Private/Incognito mode. If this works, a browser extension might be causing the problem. Try disabling your extensions one by one. 2. Try a different device (if available). Switch between mobile and desktop versions to see if the issue persists. 3. Clear your browser cache and cookies. Stored data can sometimes cause display or performance issues. Clearing these often resolves the problem.

Player (Tibor): Please answer whether the amount needs to be entered in Forints or Euros?

Cristiano: EUR dear Tibor.

Player (Tibor): Then tell me, in case of 77,000 Forints, how many Euros should I enter?

Cristiano: The conversion is 211 EUR.

Cristiano: You're welcome, I'm here for you, and I love working with customers like you.

Player (Tibor): Now that I have entered 211 Euros, what do you say to this?

Cristiano: In this case, regarding the conversion, it is displayed in HUF for you. Please try to set it to 35,000 HUF based on the displayed limit. Then please complete another one worth 35,000 HUF as well.

Player (Tibor): Failed transaction.

Player (Tibor): Again.

Player (Tibor): It says this for 35,000 HUF.

Cristiano: I have noted your request, and our team is working on it. Rest assured, they will check your request and as soon as they have an answer, they will inform you via email. Thank you for your patience and understanding!

Dear Petra,

I want to share the latest update I received from Betista via email today. They are still stalling and using their internal processes as an excuse.

Here is the literal translation of the email they sent me today:

"We are contacting you because you recently had an issue with your withdrawal. Please note that we have forwarded the issue for investigation, and the process is no longer up to us. As soon as we find a solution, we will notify you via email. If you experience any difficulties or need assistance during the process, do not hesitate to contact our customer support team."

It is completely absurd that even after my successful verification, they claim "the process is no longer up to them" while their own system is blocking my fairly won funds. I am forwarding this to you so it can be added to my case.

Best regards,

Thank you for your reply and for providing the previous details, Piocasember.

• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Could you provide additional relevant communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra,

Thank you for your response. I have an important and very frustrating update regarding the current status of my withdrawal.

My withdrawal requests have now been rejected for the second time, and their excuses prove they are outright lying and stalling.

Here are the crucial facts about what happened:

The Support Failed, a Forum User Helped: I was only able to finally bypass the "MaxLimit 3000" error and actually submit a withdrawal request because another player on a forum suggested that I should switch from Revolut to a regular Bank Transfer. The Betista Live Chat support was completely incapable of giving me this advice. It is an absolute joke that I had to learn how to use their platform from another user rather than their own staff.

First Rejection ("General Error"): My first bank transfer withdrawal request was rejected. The casino provided absolutely no real explanation, simply stating that there was "some error."

Second Rejection ("Blaming the Bank"): I attempted the transfer again, and it was rejected for the second time. This time, they washed their hands of it and blamed my bank for the failure, which is a blatant lie.

As requested, I am attaching the screenshots of my withdrawal history showing these consecutive rejections, along with the official emails/chat records where they make these ridiculous excuses.

I am also attaching the full Hungarian screenshots of my previous Live Chat conversation with the agent Cristiano, along with the exact English transcript below for your convenience. This chat clearly shows how their support completely ignores the facts and copy-pastes irrelevant answers while their system intentionally blocks players from their money.

Attached files to this email:

Screenshot of the withdrawal history showing the two rejected transactions.

The full Hungarian Live Chat screenshots with Cristiano (Image 1 to Image 8).

The official email notifications regarding the rejections.

English transcript of the Live Chat conversation with Cristiano:

Cristiano: Thank you for contacting us. If you have any questions or need any help, I am here for you, dear Tibor.

Player (Tibor): I already wrote to you today that I cannot initiate a withdrawal because I receive an error message. I would like to withdraw 77,000 HUF, but it says I can only withdraw three thousand. Is it possible that the amount needs to be entered in Euros?

Cristiano: Dear Tibor, our dedicated team is checking the details and ensuring that we handle this properly. As soon as the solution for your request is ready, I will inform you as soon as possible. Thank you for your patience. It means a lot to me.

Player (Tibor): Yes.

Cristiano: The maximum withdrawal is 600 EUR every 24 hours, dear Tibor. Please keep the numbers at a value that appears.

Player (Tibor): Please answer my question.

Player (Tibor): 600 Euros is more than 77,000 HUF. Why can't I withdraw it?

Cristiano: Please follow these steps and let us know if you still have the same issue. Thank you in advance. 1. Try a different browser or use Private/Incognito mode. If this works, a browser extension might be causing the problem. Try disabling your extensions one by one. 2. Try a different device (if available). Switch between mobile and desktop versions to see if the issue persists. 3. Clear your browser cache and cookies. Stored data can sometimes cause display or performance issues. Clearing these often resolves the problem.

Player (Tibor): Please answer whether the amount needs to be entered in Forints or Euros?

Cristiano: EUR dear Tibor.

Player (Tibor): Then tell me, in case of 77,000 Forints, how many Euros should I enter?

Cristiano: The conversion is 211 EUR.

Cristiano: You're welcome, I'm here for you, and I love working with customers like you.

Player (Tibor): Now that I have entered 211 Euros, what do you say to this?

Cristiano: In this case, regarding the conversion, it is displayed in HUF for you. Please try to set it to 35,000 HUF based on the displayed limit. Then please complete another one worth 35,000 HUF as well.

Player (Tibor): Failed transaction.

Player (Tibor): Again.

Player (Tibor): It says this for 35,000 HUF.

Cristiano: I have noted your request, and our team is working on it. Rest assured, they will check your request and as soon as they have an answer, they will inform you via email. Thank you for your patience and understanding!

Thank you again for your ongoing support and for helping me expose this unprofessional, unlicensed casino.

Best regards,

Tibor

Dear Piocasember

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 Jana (jana.k@casino.guru). 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,

Petra

Dear Piocasember,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betista Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Piocasember,

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,

Jana