Betinia Casino SE - Pelaajan kotiuttaminen viivästyy vahvistusongelmien vuoksi.

The casino refuses to pay out my balance.

They claim that verification is not complete.

I have submitted all possible documents, including a passport, a selfie with the passport, and a bank statement.

They do not want to pay out my balance even though 7 days have passed since I requested the account closure myself.

Casinot vill inte betala ut mitt saldo

Hävdar att verifiering inte är klar

Har skickat in alla möjliga dokument inklusive pass.pass med selfie och bankutdrag

Vill inte betala ut mitt saldo trots att 7 dagar har gått sen jag själv begärde konto stängning

Hello Tega123aa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betinia Casino SE. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello! The verification process started on 25/12 2024. they have confirmed that they have received all my documents on 1/1/2025 however they have not told me what is approved or not. in the chat I hear every day that they will arrange it but nothing hands...

Hej! Verifiering processen påbörjade den 25/12 2024 .de har bekräftat att de har mottagit alla mina dokument den 1/1/2025 dock har de inte berättat vad som är godkänt eller inte.i chatten hör jag varje dag att de ska ordna det men inget händer ...

Hello update! Betinia wants a credit report via kreditz, which checks my entire life's bank statements via BankID at the relevant bank. This is of course confidential, I don't want to agree to this. Betinia therefore refuses to verify me if they don't get access to my bank account and don't want to pay out my saldo.sees no relevance that a gambling company should have access to this.have seen other gambling companies but no one has ever demanded such a thing!

Hej uppdatering ! Betinia vill ha kreditupplysning via kreditz som kollar hela mitt livs bankutdrag via BankID på relevant bank.detta är naturligtvis konfidentiellt jag har vill inte gå med på detta .Betinia vägrar alltså att verifiera mig om de inte får tillgång till bankonto och vill inte betala ut mitt saldo.ser ingen relevans att ett spelbolag ska få tillgång till detta .har verierat på andra spelbolag men ingen har någonsin krävt något sådant!

Betinia has thus received the following documents:

3 month bank statement via PDF

Passport Copy

Selfie with passport/Betinia in the background

Invoices and bills

Betinia har alltså fått följande dokument:

3 månaders Bankutdrag via PDF

Pass Kopia

Selfie med pass/betinia i bakgrunden

Fakturor och räkningar

Hello Tega123aa,

Please note that the casino has right to see a full bank statement for verification.

Unfortunately, the player has to provide it otherwise it is not possible to receive any funds from the casino.

Regards,

Nick

Full bank statement is no problem

It got betinia 3 months ago

They request to receive confidential information via their page kreditz and I do not want that.

Full kontoutdrag är inga problem

Det fick betinia för 3 månader bakåt

De begär att få konfidentiellt information via deras sida kreditz och det önskar jag inte .

Hello Tega123aa,

Please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Dear Tega123aa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.