The player from Portugal faced multiple verification challenges with the casino, including a lack of accepted documents for address verification and repeated requests for a birth certificate and transaction receipts. He expressed frustration over slow service, unresponsive support, and the difficulties of withdrawing his winnings while dealing with canceled deposits. The Complaints Team reviewed the situation and concluded that due to the absence of remaining funds in his account, there were no grounds for further action against the casino, resulting in the complaint being closed as rejected.
Betista Casino - Player's account withdrawal is delayed.
Closed
Our verdict
Other
Amount: €300
Betista Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
First of all, they only accept electricity/internet bills to verify my address. Let's call the landlord. They asked me for my birth certificate and an account from the landlord to verify my address. My bank doesn't offer global statements with address and won't let you take in-app prints. They won't accept my deposit slip. They say they'll get back to me by email. They never replied. They "made an exception" and I was able to send them the global statement for my first deposit. They accepted it. Now we're waiting for them to check the birth certificate (which costs the customer money to request). Three more days pass. I try to withdraw the money. While the balance is being withdrawn, I deposit 10 euros so as not to spend the money. They cancel the deposit. And now they're asking for the mbway transfer receipt again. This time the service uses skrill. I have to wait again for my bank to make the global statement.
In the meantime (the money is being spent because the withdrawal isn't happening either)
Horrible service. Some live chat operators are good and friendly. There are some who just copy the same message. (I had to talk to some because they never answer emails)
If you don't have water or electricity bills in your name, don't use this casino. If you like quick withdrawals, don't use this casino. If your bank doesn't let you take in-app prints or make deposit slips, don't use this casino.
Why accept deposit methods that you can't moderate or verify? Why are they so slow? Why not accept tax residency certificates like any other casino?
They suck.
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2 months 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 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.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to clarify your situation.
- Has the casino approved the utility bills you sent for verification of your account?
- Which of your documents are still pending verification by the casino’s relevant department?
- Has the €10 deposit you made been returned to your bank account, or has it been sent but not yet refunded?
- When are you expected to receive the requested statement from your bank?
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
Veronika
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2 months ago
Translation
Hi. They waited more than 15 days. They said they'd accepted proof of payment. They canceled it again. They accepted my father's electricity bills and birth certificate.
It's the same old story. They waited so long that today I ended up losing the money. From 400 I went to 0. Amazing. They must do this to everyone.
The deposit of 10 euros was one I made in order not to spend the money. And now they're asking me for proof of deposit for those 10 euros. It doesn't have to be returned or refunded.
I also spent 10 euros getting a birth certificate because it was the only document they asked for that was missing.
This casino uses mbway.
They ask for bank statements with an address, my bank doesn't even put an address on the bank statements. They just ask me to talk to the bank.
Thank you. Horrible experience
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2 months ago
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Not to mention that I've had kyc done since the first day I entered the casino, they simply do a manual kyc check when it's time to cash out. Spectacular 🙂
Is it possible to sue them?
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2 months ago
Hello,
Thank you very much for your cooperation and the additional details provided.
After reviewing all the information, I understand that your account verification process took longer than expected and caused frustration. However, since you mentioned that your balance was lost in gameplay, there are no remaining funds that could be withdrawn or refunded by the casino.
Unfortunately, as there is no active balance left in your account, we have no grounds to request any further action from the casino in this case.
I will, therefore, close this complaint as rejected.
Thank you for your understanding.
I hope we will be able to help you resolve another issue in the future if needed.
Best regards
Veronika
