BetRebels Casino - Pelaajan kotiuttaminen viivästyy liiallisten asiakirjojen vuoksi.

Betrebels is refusing to pay out my balance of 13631,2 euros. They are saying they can't verify my account. They are asking me to prove where my funds are from. I have sent them my full bank history and all the other documents requested. Now they are asking 30+ more documents as to prove my self and my funds. They are just drowning me in documents and tasks.

Dear Sarkit,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing your funds. To better understand the situation and assist you in resolving this matter, could you please provide answers to the following questions:

• What specific documents have you already submitted to Betrebels?
• Can you specify the types of additional documents they are requesting?
• Have you received any written communication regarding the refusal to verify your account?
• What was the reason given by Betrebels for being unable to verify your account?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I have sent them my 1 year banking history across three different accounts to prove my income. I have sent them passport photo and utility bill.

They are requesting new different bank statements across all of my accounts even though they originally accepted the first ones I sent them.

In the latest message I declined and told that I won't be sending them anymore documents. At least not 30 of them. They responded by closing my account and told me to kick rocks.

• When was the last time the casino contacted you?
• When did you last access your casino account and submit any documents for verification?
• Have any of your documents been approved and successfully verified?

Please forward me the full communication between you and the casino regarding your account verification, along with the message about your account closure. You can send everything to veronika.f@casino.guru.

Thank you for your cooperation.

Dear Sarkit,

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.

11th of April was the last time I was contacted.

8th of April I sent them last documents.

I am guessing my id was approved.

I'll send you an email.

Has your account been closed after you declined to send the additional documents to the casino regarding your source of wealth?

Has the casino accepted your explanation about the transaction from the apartment sale?

Were you asked to provide any additional documents to prove that these funds came from the sale of an apartment?

Dear Sarkit,

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.

Yes my account was closed.

I guess they did not accept my explanations since they closed my account.

They asked me to provide over 35 new documents over the past years. I felt that was really pushing it and told them no. After that they simply closed my account and won't answer to me any more.

Thank you very much, Sarkit, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Sarkit,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BetRebels Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been closed?

What documents did the casino receive from the player? Which ones were accepted and which were not, and why?

Can you please inform us about the list of all documents that the complainant should provide to complete the verification and withdraw his balance? It would be highly appreciated if you could also provide him with clear instructions regarding the required documents, such as the form/format in which they should be provided, date ranges, and requirements/conditions under which the casino can accept them for the purpose of KYC.

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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 Sarkit,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There are a few more options for how you can try to resolve your issue or speed up the process - in accordance with the information in the casino's Terms and Conditions, I recommend the following steps:

• Checking the casino's Terms and Conditions, part "12. Claims and Appeals"
• Trying to contact the casino's email for complaints (their internal complaint resolution process) - cs@betrebels.com, and first submit a complaint to them this way
• If the casino's internal complaint resolution process goes the same way as your KYC/verification - submitting a complaint to their ADR (eCOGRA) - through the ADR's form HERE
• Waiting for the end of the complaint resolution process with ADR and their final ruling regarding the matter, and further instructions; based on the ADR's ruling (decision made in favour of the casino), then possibly submitting a complaint to the regulator (MGA) - HERE; however, I would take the ADR's decision as final, and once ADR informs you about their final decision, I do not think that MGA would decide otherwise - either the ADR will provide the casino with further instructions on how to proceed or they will instruct you on how to proceed with your verification

Please note that if the casino requests reopening of the case in the future, we will likely reopen and review the matter once again. Therefore, it would be highly appreciated if (if that happens) you had at least the final decision from ADR at that time.

In case of any questions or news from the casino/ADR/regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. If that happens, you will be notified via email.

Best regards,

Branislav, Casino.Guru