The player from Portugal faced difficulties withdrawing €550 after being informed there was no need for KYC verification prior to registering. Following his withdrawal request, the casino canceled it and then required several documents, but he did not receive a response after submitting them. The Complaints Team reviewed the situation and found that the casino provided evidence indicating that the player's actions violated their policy on multiple accounts. Consequently, the steps taken by the casino were deemed justified, and the complaint was rejected.
Bets.io Casino - Player’s withdrawal is delayed due to verification issues.
Closed
Our verdict
Unjustified complaint
Amount: €550
Bets.io Casino
Safety Index:LowCase summary
Discussion
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1 year ago
Translation
I registered at this casino and before I started playing and depositing I went to the chat to ask how I could verify my identity. The staff told me that there was no need to do kyc. I deposited and played as normal and made a request for around €550. The casino immediately canceled the withdrawal and asked me for several documents to verify it. They also said that if I sent them all the documents the verification would be completed in 1 hour. I've sent all the documents, it's been a day and there's still no reply. My account, which supposedly didn't need to be verified, remains unverified and they won't let me withdraw my money.
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1 year ago
Dear Canutinho,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I would recommend that you give it a few more days so that the casino has enough time to review your documents and mark your account as verified. If there is no development within a week, please get back to us and we will intervene.
Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
TranslationNow I get an email saying that my account has been closed for having multiple accounts, which is completely untrue! This was the first time I created an account at bets.io and played there. Customer support gives me no answer as to how I have multiple accounts and they took my 609$. This is a disgrace. I bet they don't say anything to me now, but when you ask for proof they will falsify some information and thus ensure that they keep my funds.
Could you please let me know which license the casino operates under so I can take direct action against their license operator?
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1 year ago
TranslationThis was the answer I got when I asked them to explain how I had two accounts... and they didn't even bother to tell me which double account I had, which email, nothing... and do you know why? Because this is false... so their system says I have a double account and there's no further investigation? They just close the account? They asked me for kyc and I sent them everything. ID card, proof of address, selfie and even proof of deposit. And what do they do? They close my account for no reason and don't even provide proof of what they're claiming.
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1 year ago
Thank you for your reply, Canutinho. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Did you accumulate your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
TranslationGood morning,
I didn't play with any bonuses, I played with a real balance. It's the first time I've played in this casino and made a withdrawal request.
It's impossible because I live alone. There's no way anyone could have registered with the same IP. The only situation is that there are two casinos, betsio.com and bets.io, which are two different casinos but run by the same team... I made an account at both but they are two different casinos... is this casino dishonest because they say they don't ask for verification and then accuse me of having two accounts? Worse than that, they ask me for all the documentation, I send it and then they close the account saying that the system detected multiple accounts and they don't even show the evidence ? They just close my account. There are dozens of cases just like this casino on trustpilot, for example, and the casino has never cared about its customers.
The conversations I had with the casino by email are already here in our chat. Thank you
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1 year ago
TranslationKristina, I'll email you all the emails that bets.io sent me, as well as all the se kyc documents they asked for.
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1 year ago
Thank you very much, Canutinho, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello there,
Thank you Canutinho for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Bets.io Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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1 year ago
TranslationThank you Peter for your reply. I would like to take this opportunity to ask the casino, instead of just saying that their system has detected a multiple account, to show proof here publicly that I have two accounts, because that is impossible. As I've already mentioned, what I have is an account at two casinos run by the same management, betsio.com and bets.io, but as you know they are two different casinos. This is the only explanation for their "system" having detected a multiple account.
checking other sites like trustpilot you can see dozens of cases like mine where the casino first says it doesn't ask for kyc and then closes customers' accounts for suspected multiple accounts without giving any justification.
Can the casino guru tell me which license this casino has? Because I want to talk directly to their license provider because this casino will not take my money ! Thank you
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1 year ago
TranslationIt seems that no representative of the casino will answer, doesn't it? When there is no justification for what they have done to me and no real proof, they don't respond... I still want the 609 USDT that was stolen from me by this casino. I appreciate the casino guru's help in not trying to resolve this situation and I hope that this case will be brought to justice.
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1 year ago
Thank you for the update Bets.io Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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1 year ago
TranslationOnce again this casino sends an answer without providing any proof... I was accused of having multiple accounts and to this day this casino has never proved that I actually had multiple accounts. It's also a casino that at the same time says it's not necessary to kyc, but then asks for verification and even though I sent all the documents it closes the account with all the money there and without showing any proof.
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1 year ago
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.
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1 year ago
TranslationThis casino won't send any proofs because they don't exist! Is that why they say they can't send proof for privacy reasons? This casino just closes accounts and lies about players having multiple accounts. I only regret registering at this casino because I saw that they had a security rating of 8/10 here at guru casino
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1 year ago
Dear Peter, I have sent you the necessary evidence by e-mail. I am waiting for your decision on this issue.
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12 months ago
Hello Canutinho,
We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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11 months ago
Thank you for providing me with the information Bets.io Casino representative. I have responded to your email and requested further clarification. I await your response. Thank you in advance!
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11 months ago
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.
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11 months ago
TranslationThis casino has been delaying answers for almost 2 months because they know they have no proof to back up what they say. They closed the account illegally and have to pay me back my money.
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11 months ago
Dear Peter, we have sent all the information to your email address. Unfortunately, we have not received a response. I have sent you the letter again.
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11 months ago
Thank you for the update. It seems the email did not go through by my own mistake. I have sent it once again, and I await your response!
Dear Canutinho, I will keep you updated about any new developments. Thank you for your patience during this time!
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11 months ago
TranslationGood afternoon, I'm still waiting, it's clear that the casino has no way of proving the double account because I've never had two accounts! It's been 2 months and I just hope that at least I'll be proven right and that this casino's rating will be damaged.
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11 months ago
Thank you for providing me with the information Bets.io Casino representative.
Dear Canutinho, the casino has presented us with evidence that raises serious concerns regarding the validity of your account. It is an industry standard that each player is permitted to operate only one account and must exclusively use their own funds for gameplay.
Based on the information provided, your actions clearly violate this established policy. In light of this, we find the steps taken by the casino to be justified under the circumstances.
As a result, your complaint will now be rejected. We appreciate your understanding and cooperation in this matter.
Kind regards,
Peter
