The player from Ireland faced issues with account verification as the casino repeatedly rejected his bank statements, which he confirmed were accurate. Despite numerous attempts and assistance from his solicitor brother, he believed the casino was unwilling to process his payout. We asked for clarification about the timing and content of the documents, but he did not respond to our inquiries or reminder. As a result, we were unable to continue the investigation, and the complaint was closed for now due to lack of response.
Betovo Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Betovo Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
The casino verification team are not accepting my bank statements which are 100 percent from my bank. I've tried numerous times. They are telling me every time its wrong. I have been into my bank. I have contacted my brother who is a solicitor. Its ridiculous at this stage. The don't want to pay out in my opinion
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3 weeks 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 weeks 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 you a few questions to clarify your situation.
- When was the last time you submitted any personal documents to the casino for verification?
- Has the casino explained why the bank statements you have provided so far were not accepted for verification?
- Have you provided bank statements covering the period requested by the casino, usually the last three months?
- Do the bank statements you provided show the deposits you made to this casino?
- When was the last time you deposited funds into your casino 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
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2 weeks ago
Dear dmoloney77,
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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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
