The player from Germany experienced delays with his withdrawal request at Betista after he had submitted various verification documents multiple times, including ID and bank statements. He expressed frustration over the continuous postponements he faced. The issue was acknowledged as related to mandatory KYC verification processes, which could take a few business days to complete. The complaint was marked as resolved by the player, indicating the issue had been addressed.
Betista Casino - Player's withdrawal is delayed by verification issues.
Resolved
Our verdict
Case closed
Amount: €300
Betista Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
3 months ago
Translation
Hello.
I've had an account with Betista for a few weeks now. I only place sports bets.
I have made several deposits.
Revolut account, credit card and Paysafecard.
I have now accumulated some credit, which I would like to withdraw.
I was asked to submit documents for verification.
I have submitted my ID, postal documents, selfies, bank statements, etc. multiple times. I keep getting put off.
This is unacceptable and I am extremely annoyed about it.
Regards, Uwe P***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 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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3 months ago
Dear Bono1706,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help us investigate and expedite the process, could you please provide the following details:
- When did you send the most recent document?
- Has the casino indicated any issues with approving any specific documents?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
Public
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3 months ago
TranslationHello.
According to the chat, the verification is complete.
The payment was refunded to the account with a note stating that this bank/IBAN is currently unavailable.
Deposits can be made without any problems.
It looks to me like they're using people to buy time.
New reasons are constantly being found to prevent payouts.
I've never experienced anything like this before.
Guys, if you want to throw your money away, then deposit at Betista. You'll basically be playing for nothing, like play money.
The money is gone.
I will not stand for it. That's for sure.
Automatic translation:
Public
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Bono1706,
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,
Kristina
