The player from Italy had completed the verification process but was unable to withdraw funds due to his account not being verified yet. He had attempted to contact the casino through live chat and email but had received no response. The issue was resolved after he provided the necessary documentation regarding his Jeton Cash vouchers, leading to the successful verification of his account. The Complaints Team marked the complaint as resolved following his confirmation of the resolution.
Betzard Casino - Player’s withdrawal is delayed due to account verification issues.
Resolved
Our verdict
Case closed
Amount: €100
Betzard Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Greetings,
I am contacting you to ask for your support. I signed up to this casino 10 days ago and after entering all my personal data since through profile I attached in the verification all the documents requested by them. This morning I tried to proceed with a withdrawal request but rightly it does not let me proceed because my account is not verified. I tried to contact them via live chat but when I click on live chat no chat opens. I tried to contact them via email and they do not respond 😡😡😡! I do not know what to think anymore!😡😡😡 Not so much for € 100, for goodness sake but for the lack of seriousness of these gentlemen!😡😡😡 Could you kindly help me? Thank you
Automatic translation:
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8 months ago
Dear Ragmn82,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and assist you more effectively, could you please provide us with the following information:
- What specific documents did you submit for account verification?
- Have you received any confirmation regarding the status of your verification?
- When was the last time the casino communicated with you, and what did you talk about?
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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8 months ago
Translation
Hi, to verify my account, via the gaming account account, I entered my identity document front and back, utility bill and screenshots of my bank statement (since in case of a withdrawal request I would have requested the withdrawal via Bank Transfer). However, a few hours ago I finally managed to speak in live chat with one of their operators. Initially they replied that to verify my gaming account they need a screenshot of my Jeton wallet, when in fact since I signed up to their casino the only deposit method used has been Jeton Cash vouchers and NOT JETON WALLET!!! That there is a clear difference! 😡😡😡.. I explained all this to them in chat.. The operator then replied to me to send a screenshot of the email where I received the Jeton Cash voucher to their email address. And immediately after a few minutes I sent this email with this screenshot they requested! Now I really want to see if they answer me! For now all is quiet!😡😡😡
Automatic translation:
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8 months ago
Thank you for your response. Has the screenshot regarding the Jeton Cash voucher been verified by the casino in the meantime?
Have you been requested to provide any further documents for the KYC verification?
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8 months ago
Translation
Hi, I wanted to update you that I have solved everything. So case solved
Automatic translation:
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8 months ago
Dear Ragmn82,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
