BETLILY Casino - Player's account is permanently blocked.

Hello. A little over 2 months ago I registered at BETLILY Casino. I made 2 deposits of 100 euros each via usdt-erc20, and uploaded documents for verification, I played for 1 month and uploaded the balance to 331 euros, but the account was still not verified. I contacted the live chat and they told me to upload a selfie with a piece of paper on which the current date is written along with my ID card, after 1 month nothing happened, and I contacted them again and re-uploaded a selfie with a piece of paper. And today I received a message that the documents are forged and are not authentic, and my account remains permanently limited, and the decision is final. How can I fake a selfie, as it is clearly visible that it is me in the picture, below I will upload the selfie.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you in resolving this matter, I would like to ask you a few questions:

• What specific documents did you initially upload for verification?
• Could you please forward me all the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.
• Did the customer support provide any specific reasons for considering your documents forged?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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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Thank you for your patience, and stay safe.

First I uploaded an ID card from both sides along with a bank statement, after a while I contacted the live chat and they told me to upload a selfie with a piece of paper and the ID card, after 1 month I contacted again and uploaded another selfie with a piece of paper and a new bank statement. The team only indicated the requirements for the files, but I think they were met. I played mostly sports, with bets of small amounts

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BETLILY Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BETLILY Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi