Bettilt Casino - Pelaajan kotiuttaminen viivästyy.

The casino asked me for photos of my bank account deposits and Skrill, as well as photos of my ID card. Even after sending everything, they refuse to pay the amount. (I will only remove my complaint after I receive the payment.)

O casino pediu me fotos dos meus depósitos por conta bancaria e skrill pediu fotos do cartão de cidadão e mesmo depois de enviar tudo recusam se a pagar o montante . (Só irei tirar a a minha reclamação depois de receber o montante. )

Dear lekasfaria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino hasn't approved your documents yet?

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise when exactly you sent the documents? 
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear lekasfaria,

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.