Betzest Casino - Pelaaja kamppailee täydentääkseen KYC-vahvistusta.

I have 4000 euros that I want to withdraw.

In the live chat they said I should send my ID, my proof of bank transfer and an electricity bill by email. Said and done. The answer came by email I should do it via live chat.

The live chat referred back to the email. You don't want to verify me in order not to have to pay out.

Habe 4000 Euro die ich auszahlen lassen möchte.

Im live chat sagte man ich soll meinen Ausweis, meinen Nachweis über die Banküberweisung und eine Stromrechnung per E-Mail senden. Gesagt getan. Per Mail kam die Antwort ich soll es per live chat machen.

Der live chat verwies wieder auf die E-Mail. Man möchte mich nicht verifizieren um nicht auszahlen zu müssen.

Dear DaniJusti,

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. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have started the verification process? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Dear DaniJusti,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.