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