Betty Wins Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Hello,

My account has been closed, and I can no longer access it to check the balance. I mentioned the amount was around $3,000 because I remember it being between $2,000 and $3,000, though I cannot recall the exact figure.

The casino requested documents to process my withdrawal. I submitted all required documents, but I was informed that they were photoshopped. This is completely false. None of the documents were altered — they are genuine and have also been attached to this complaint for review.

To the best of my recollection, I made two deposits: one for $200 and another for $470. I used deposit bonuses with both. I played only slot games and successfully completed the wagering requirements needed to cash out. I ended up winning a few thousand dollars — approximately $2,000 to $3,000.

However, the casino later claimed that my documents were photoshopped, deactivated my account, and removed my winnings. I strongly dispute this accusation, as all the documents I provided are authentic and verifiable.

Below is the message I received from the casino:

From: documents@bettywins.com

Date: Fri, Apr 25, 5:03 AM

To: [my email]

Message:

Hello,

We are not able to accept your documents since they are photoshopped.

Having that said, your account is deactivated, and your winnings removed.

Please contact management@bettywins.com with your crypto address so that we can refund your deposit.

Kind Regards,

Ace

BettyWins Documents Department

Dear chiprobb,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered. To help us better understand your situation and address your complaint effectively, could you please provide additional details by answering the following questions:

1. Have you submitted your driver’s license and your selfie with the driver’s license as your only documents for verification at the casino?
2. In the photographs you provided with your complaint, I noticed a slight difference on your driver’s license: in your selfie, there is a pine tree on the bottom right side of the document, while in the picture of the driver’s license, there is a cactus in its place. Is this image holographic, or is there another explanation for this difference?
3. Were any specific reasons given by the casino for claiming that your documents were photoshopped?
4. Did you attempt to provide any additional verification, such as a video, to support the authenticity of your documents?

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

I previously submitted a verification video to Bonus Blitz, another casino in the group. I can’t attach the file here, but I can email it to you. The video—and the same documents—were accepted by Bonus Blitz without issue.

They did not explained why they believe the documents are photoshopped.

The ID is holographic; depending on the viewing angle you can see either a pine tree or a cactus.

They requested only one form of ID, and I sent that ID for verification.

I have just sent the Betty Win video to their documents team.

Thank you for the information. Please forward me all the relevant communication between you and the casino, as well as the video at veronika.f@casino.guru.

Thank you, I forwarded the Video and emails.

Orbitspins, which appears to be connected to Bettywins, also sent me the same email claiming my documents were photoshopped—this happened after I submitted the video they specifically requested. At the time, I had a balance of $3,200 in my Orbitspins account.

The emails from both casinos are nearly identical, which strongly suggests that these two are linked. Naturally, none of my documents are photoshopped. I am now planning to file another complaint against Orbitspins unless you prefer to handle both cases (Bettywins and Orbitspins) together.

Below are the emails I received from Orbitspins:

From: documents@orbitspins.com

Date: Mon, Apr 7, 4:53 AM

To: me

Subject: Video Verification Request

Hello there,

Hope that you are well.

Due to certain irregularities detected by our system, we are obliged to request video verification.

To verify your account, please send the following:

A government-issued ID (Driver’s License or Passport)

A short video of you holding your ID (with all details clearly visible) and a handwritten note including:

"Orbitspins Casino"

Today’s date

Your username

The email address you used to register

Please send the required files to: documents@orbitspins.com

Thank you for your understanding.

Sincerely,

Mel

Documents – Orbitspins

After I submitted the video, I received this response:

From: documents@orbitspins.com

To: Sherwoodstyle11

Hi Sherwoodstyle11,

Hope that you are well and safe.

We are unable to accept your documents, as they appear to be photoshopped.

As a result, your account has been deactivated and your winnings removed.

Please contact management@orbitspins.com with your crypto address so we can refund your deposit.

Kind regards,

Emma

Documents – Orbitspins

So now, I have two non-payments from these casinos, both using the same ridiculous excuse of "photoshopped documents."

I have already sent the Orbitspins verification video to your email: veronika.f@casino.guru

Thank you very much, chiprobb, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 chiprobb,

I'm Michal, and I have taken over your complaint. For now, let us focus on Betty Wins Casino. If we can clarify the situation with them, it is likely the Orbitspins issue will be resolved as well. I have reviewed your documents and the videos as well, and I have to question the casino team's assumption that they are photoshopped. I will contact the casino to see if I can help. Maybe it would be helpful if you shot a short video of your driver's license from various angles, front and back side, and where it will be visible how the holograph is changing from the pine tree to the cactus and send it to me at michal.k@casino.guru. I think this should be considered strong proof.

We would like to invite Betty Wins Casino to join the conversation.

Dear Betty Wins Casino,

Can you please provide us with an explanation of how you came to the assumption that the player's documents are photoshopped? The player provided a video of them holding their driver's license, and this appears to be genuine. I have requested another video from the player to confirm that the holograph is changing from the pine tree to the cactus under different angles. If there are any other sensitive details that have an effect on the situation and are not appropriate for public disclosure, please feel free to share them with me at michal.k@casino.guru

Dear Betty Wins Casino,

Thank you for your prompt email with the necessary information and evidence.

Dear chiprobb,

Following a comprehensive review of the information and evidence provided, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, original documents in the player’s name. Unfortunately, in this instance, the casino's security team found, and I have confirmed this after our review, that some of the documents provided appeared to have been altered or tampered with. Such discrepancies are a serious violation of casino policies and are strictly prohibited. It is a fundamental rule in every casino that every player must provide valid, genuine, government-issued documents held solely in their name without any alteration, tampering, or editing.

Your failure to meet the KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru