Betty Casino - Player's account has been closed and withdrawal delayed.

hey i win 7000 at betty.com casino and after a month of sending picture of my id and trying to validate my id they dont want to validate and they lock my account for that when i try to withdraw 6900 and after a month like i said to validate my id they regive me acces to my accound and let me withdraw my initial deposit of 40$ when i send my bank direct deposit form but if they let me withdraw my initial deposit that was clearly indicated they only let withdraw to a player who validate is id so if i can withdraw my initial deposit for what they manuelly pull out 6860 dollar from my account i got the screen pic of that when they let me go withdraw my 40 dollar after i did that the lockup my account here all the complaits i want to do and some convo i got with them and here my user name and my email registrated wh them if you need anything juste have to ask me

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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.

• Could you please forward me the emails between you and the casino customer support regarding the verification of your account and its subsequent closure? My email address is veronika.f@casino.guru.
• Which documents did you send to the casino for the verification of your account? Were any of your documents approved before your account was blocked?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play at this casino to accumulate the winnings you were trying to withdraw?

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

i try to do a videos of the email but im on a laptop and i got some difficulty to do screen pic who make sens if i can just transfer the email where i talk with the casino can i have it please

Thank you for your responses.

The videos you uploaded do not contain the information we need to investigate your case. Could you please forward me the original emails containing your communication with the casino’s customer support instead? Please forward these messages to veronika.f@casino.guru.

Kindly also include the documents you submitted to the casino as part of the KYC verification process.

In addition, please send me a screenshot from your casino account showing which of your documents have already been approved and which are still pending verification.

Thank you for your cooperation.

i sent all discusion with the casino at the email you ask to send it

Dear jrfdoiron

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello jrfdoiron,

I’m Michal, and I have taken over your complaint.

I have reviewed the case, including your communication with the casino and the photographs of the documents and selfies you submitted for verification. Based on the materials available, I must agree with the casino’s assessment.

Almost all of the photographs were blurred or insufficiently lit, while certain document details were partially obscured. Consequently, the images did not meet the reasonable quality standards required for verification, which most likely caused them to be rejected.

As the casino team has explained to you on several occasions, all submitted photographs must be clear, well-lit, and fully legible, with every relevant detail on the ID or POA documents visible.

Please read our recommendations on How to take selfies

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

- Do not edit the image in any way

- The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

And forward me a clear, easily readable, and well-lit selfie of you holding your ID next to your face. Please make sure the information on your ID is clearly readable without any blurriness. Also provide a clear, easily readable, and well-lit picture of the POA document at michal.k@casino.guru for my independent review.