The player from Spain faced issues with his withdrawal after being limited in betting and having his request rejected due to verification problems. He had provided numerous documents, but the casino then requested a selfie with his ID taken outdoors, leading him to believe they did not intend to pay. After communication with the Complaints Team, his account was verified, and he made a withdrawal, which was currently pending. The Complaints Team advised patience as processing might take time, and if the winnings were not received within 14 days, further assistance could be provided. The player did not comment on this further, so the complaint was eventually rejected.
Betovo Casino - Player’s withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €1,210
Betovo Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Hi, after making a deposit without a bonus, I placed some bets and won a few, until they limited me and didn't allow me to bet more than €15-20. So I decided to withdraw. To my surprise, they rejected my withdrawal, telling me it wasn't verified, even after I'd sent everything. For days, I've been struggling with the live chat, sending everything: bank statements, invoices, account statements, a photo of my ID, and nothing. Now, they're finally asking me for a selfie with my ID on the street where it can be seen that it's actually on the street where I live. The only thing I can tell is that they don't want to pay...
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5 months ago
Dear Tonisanchezb,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions?
- Have you provided the casino with the requested selfie taken on the street where you live? If so, when exactly did you send it?
- Have all your other identity documents been approved during the KYC process?
- What types of games did you play?
- Has the casino limited the sports betting section as well as the casino section in your account?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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5 months ago
Translation
Well, it all starts because during the verification process, when uploading the invoice, I upload an invoice with the address where I currently live. Their problem is that it doesn't match the one on my ID, since the one on my ID is the address where I lived with my parents, and I don't have to renew it until January 10, 2027, to enter the new address. Well, they ask me for an invoice from my old address (the one from my ID card) and a bank statement. I upload everything after uploading four bank statements, a bank statement, and three invoices from my old address. And after that, the biggest problem comes. They ask me for a selfie in front of my current address where the full address appears. And as I've explained 100 times, in Spain, there isn't a sign with the full address on every house or apartment building. The street name is only found on street corners, and the block number is on the block independently. In that selfie, he also asks me to hold my ID in my hand next to a piece of paper with "Hello Betovo." So if I have to take the selfie, I can't hold my ID in one hand next to the paper, because it wouldn't be visible properly. But I'll try. What I don't know how to do is the address, since it's impossible.
Regarding your questions: I've already explained the selfie thing to you, but the rest is theoretically verified, according to the live chat. I've only played sports betting, and they've limited my bets, which isn't a problem anymore. I just want my money back.
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5 months ago
Thank you for the explanation.
- Did you try to send two separate selfies to the casino (for example, one showing the street sign and another showing the building number), while holding your ID and the note? If you did, what did the casino say about that?
- Did the casino provide any specific instructions or examples on how the selfie should look, given the local limitations in Spain?
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5 months ago
Dear Tonisanchezb,
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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5 months ago
Translation
Hi, I sent a photo of the mailbox with my address, my own address, plus my ID, plus a little note saying "Hello Betovo" and the date. I'm currently waiting for a reply from them. If I have any updates in the next few days, I'll let you know. But it seems like it's going to take a while. I haven't heard back since Thursday.
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5 months ago
Please forward me the communication between you and the casino regarding the verification of your account, along with the documents you sent to the casino, to [email protected]. Thank you for your cooperation.
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4 months ago
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HELLO, Initially, they've told me everything is correct. I've made the first withdrawal and I'm waiting to receive it. I'll wait a few days and let you know how everything went.
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4 months ago
I'm glad to hear that your account has now been verified.
Please keep in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by a high volume of withdrawal requests, an investigation of the gameplay, or some external factors caused by the payment provider. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
