Betvictor Casino - Player’s account has been suspended due to verification requirements.

​I am extremely disappointed with BetVictor's Compliance and Due Diligence process.

​I have been a loyal, long-standing customer with BetVictor for many years without any issues. However, right after making a recent deposit, my account was suddenly frozen for additional verification out of nowhere. To make matters worse, their customer support responses have been extremely slow and delayed without any valid justification, leaving my account and funds completely blocked.

​As part of their verification request, I provided my official Burgan Bank statement (showing 3 months of salary deposits) along with an official Ministry of Defence Salary Certificate.

​Despite supplying these fully authenticated government documents, BetVictor rejected them, demanding "monthly payslips." I clearly explained that in Kuwait, government and military sectors do not issue individual monthly pay stubs; instead, the Ministry issues a single, detailed Salary Certificate that explicitly states on the document that it is valid for 3 months.

​Furthermore, they questioned minor differences in deposit amounts caused by standard monthly operational/wartime allowances issued by the Ministry, which are clearly shown on the official bank statement.

​Expecting a long-term customer to provide non-Western administrative documents that simply do not exist in their country’s legal system—while delaying support responses—is completely unacceptable.

​I have fulfilled every reasonable verification step from my side. If BetVictor cannot accept legitimate government-issued financial documents, I demand an immediate account closure and full refund of my remaining balance to my original payment method.

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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 documents you have provided to the casino so far as proof of your source of income? Kindly include the bank statements and the official salary certificate. My email address is veronika.f@casino.guru.
• Have you tried asking your employer to provide you with payslips for the last three months so that you can submit them to the casino?
• What other documents have you been asked to provide to the casino for verification? Have any of your documents been approved as part of the KYC process?
• What types of games did you play to accumulate the winnings you've been 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

​Thank you for your response and for assisting me with this issue. Here are the answers to your questions to clarify my situation:

​1. Documents Provided:

I have attached the documents I provided to the casino to this email (My official Ministry of Defence detailed Salary Certificate and my 3-month Burgan Bank statement).

​2. Regarding Monthly Payslips from Employer:

I cannot ask my employer for monthly payslips because in Kuwait, government and military sectors simply do not issue individual monthly "payslips" or pay stubs. We receive a monthly wage, and the official administrative system here issues a single, detailed "Salary Certificate" which explicitly states on the document that it is valid for 3 months. This certificate, combined with my bank statement that clearly shows the salary being deposited, is the standard and only legal proof of income available in my country. BetVictor is demanding a document format that does not exist in our system.

​3. Other Documents & KYC Status:

I provided my official ID along with the bank statement and the salary certificate. My ID verification was successful and approved. However, they are stuck on refusing the proof of income simply because it is not in the Western "monthly payslip" format, ignoring the official government documents I provided.

​4. Games Played & Account Suspension:

To answer your last question, I did not play any games at all, and there are no accumulated winnings. I have been a registered and verified customer with BetVictor for years without any issues. However, the exact moment I made my recent deposit, my account was suddenly frozen, and my status changed to unverified out of nowhere. I didn't even get the chance to place a single bet; they just locked my deposited funds immediately.

​I have fully cooperated and provided official government documents. If they cannot accept them, I just want my account closed and my deposited money refunded.

​Thank you for your help.

​Best regards,

Abdulaziz

Dear Ben1993

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, Martin (martin.l@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 Ben1993,

I am sorry to hear about your difficulties. My name is Martin, and I will be handling your complaint from now on. I would like to invite the BetVictor Casino representative to join this discussion.

Dear BetVictor representative,

Could you please review the case and explain the specific issue preventing the player from completing verification?

The player supplied a Kuwait Ministry of Defence salary certificate and Burgan Bank statements but states that individual monthly payslips are not issued through their employment system. If these documents do not satisfy your requirements, please clarify what remains unverified and whether a feasible alternative can be offered, such as issuer confirmation or, if necessary, live verification.

If verification cannot be completed, please confirm whether the unused $500 real-money balance can be returned.

Any private account-level evidence may be sent to me at martin.l@casino.guru.

Thank you in advance for your cooperation.

​Hi Casino Guru team,

​Thank you for following up on this case.

​Unfortunately, BetVictor has completely failed to resolve this issue in good faith. Their support and security teams have subjected me to an endless, broken verification loop and refused to manually review my valid documents, even falsely claiming my official sovereign passport is "not valid for ID purposes." They are wrongfully and intentionally holding my untouched $500 deposit hostage.

​Because of their lack of cooperation and bad-faith practices, I have officially escalated this matter today and filed a formal regulatory complaint directly with the Gibraltar Gambling Commissioner (attaching my completed Complaint Resolution Request Form and all evidence including screen recordings and chat transcripts).

​I wanted to keep you updated so you can also track their handling of this dispute while the government regulator investigates them.

​Best regards,

(Name redacted by Casino Guru)

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 Ben1993,

Unfortunately, BetVictor has not responded to this complaint despite being given two opportunities to do so. Since we have been unable to obtain the casino’s explanation or assistance in returning your unused balance, I am closing the complaint as unresolved.

As you have already contacted the Gibraltar Gambling Commissioner, I recommend continuing through that channel. If you later receive an official decision or the casino returns your funds, please let us know and so we can update the complaint accordingly.

If you have any additional questions, please feel free to message me at martin.l@casino.guru

Best regards,

Martin