Betunlim Casino - Pelaaja kokee viivästyneen KYC-vahvistuksen.

I completed the KYC verification at this casino and made several deposits and withdrawals.

They said they needed additional documentation at a later date, so I submitted the paperwork,

Two weeks have passed and that review has not been completed.

When I contacted the casino, they kept saying the same thing, that it takes up to 2 weeks to check the documents, ignoring the fact that more than 2 weeks have already passed.

I want to contact the casino and ask them to perform the KYC verification instead.

Hello andandjonnyx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betunlim Casino. 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?

Looking forward to your answer.

Regards,

Nick

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.

I submitted my paperwork 3 weeks ago.

I cannot confirm which document.

(Once submitted, i will not be able to view what has been submitted)

Thank you andandjonnyx for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello andandjonnyx,

It's Michal again and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Betunlim Casino to join the conversation.

Dear Betunlim Casino,

Could you please clarify why the player's verification has not yet been completed? The player submitted the documents that were requested from them a few weeks ago already, and I am interested in understanding why this has not been deemed sufficient for finishing the verification. If there is some information that cannot be shared publicly, please forward it to me, including any supporting evidence at michal.k@casino.guru

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.

Hello andandjonnyx,

I wanted to inform you that Michal, your assigned resolver, is currently on vacation. To ensure your case is handled with the utmost care and expertise, I have extended the timeline by an additional 7 days. Michal has the most thorough understanding of your situation and direct communication with the casino, making it important for him to continue managing your case upon his return.

Your patience and understanding are greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Hi

The documents were verified, verification completed! the player withdrew the funds!

Thank you for the update, Betunlim Team.

Dear andandjonnyx,

As per the casino team's response, the verification finished successfully and the withdrawal was processed. Can you please confirm receiving the funds? Can I consider this case resolved?

Yes. But another problem arose.

I have also emailed the casino but they do not return my emails.

If you have time to post here, please reply to my email.

Dear andandjonnyx,

I'm glad you received the funds and the initial reason for this complaint was resolved. What is the other problem that arose? If this is something that can be handled solely by the casino team I will proceed with closing this complaint.

I received a bonus offer and made a deposit but the bonus was not granted.

I have been trying to contact support but they keep ignoring me.

If you have time to post here, please contact me.

Dear andandjonnyx,

Was this another deposit you made after the original cause for this complaint arose? Additionally, were you made aware by the casino team that you would no longer be eligible for any bonuses? It is important to understand that the decision to offer bonuses lies entirely with the casino, and they reserve the right to limit your eligibility for bonuses at any time, but it is expected that this is communicated in front.

Dear Betunlim Casino,  

I would appreciate it if you could clarify why the player has not received the bonus following their recent deposit. Thank you.

Dear andandjonnyx,

You have received a response to your request from our support team, please check your e-mail!

Dear andandjonnyx,

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.

What do you want me to say?

Shouldn't I just wait until the casino fixes the problem?

Dear andandjonnyx,

What was the casino team's answer to your previous request? Has the verification still not been concluded yet? Were you required to provide any further documents? What is the current state of the situation?

waiting for a response from the casino.

Dear andandjonnyx,

Please respond to my previous questions.

We are still waiting for a response from the casino.

After making a deposit, a popup appears and the roulette turns to determine the bonus amount, but the popup itself does not appear.

Support claims that the roulette results in a zero bonus, but there is no history of roulette in the account to begin with.

Dear andandjonnyx,

Thank you for the clarification.

Dear Betunlim Casino,

I look forward to you shedding more light on the matter.

Hello!

As we have already informed the player earlier, this bonus has conditions.

Spin the "Wheel of Fortune": the first spin of the wheel will determine the size of the bonus, and the second - the wager. If ZERO appears on the first spin of the wheel, the bonus is automatically canceled, since what appears on the first spin determines the size of the bonus. In the history, in the "Bonuses" section, the player can see all the bonuses that he has ever activated. Any bonus must be activated before using. If ZERO appears in the "Wheel of Fortune", there is nothing to activate, and it is not saved anywhere, there is no history.

I am attaching a screen confirmation, the player received a response from our support team about the rules and conditions of the bonus "Wheel of Fortune"

I would also like to note that on 19/01 the client successfully received a similar bonus, which he activated on 20/01/25, 05:07 and cancelled on 20/01/25, 05:22. The player also successfully activated other bonuses that he received during this period

The bonus system is working normally. All bonuses are issued correctly.

I did not do the first spin itself to begin with.

Besides, I checked the contents of the wheel and zero was not present.

You don't think this casino is using a fake wheel to encourage users to deposit money?

'I actually did the first spin and got a zero on it.'

If the history is not there on the casino side, then the possibility of a glitch should not be ruled out.

Dear Betunlim Casino,

Thank you for the explanation.

Dear andandjonnyx,

I believe the casino team's explanation is clear.

Please read this sentence carefully: Any bonus must be activated before using. If ZERO appears in the "Wheel of Fortune", there is nothing to activate, and it is not saved anywhere, there is no history.

It seems reasonable to conclude that if no bonus was received, there is no need to maintain a history, wouldn't you agree? I find it difficult to understand how one would seek to claim a ZERO bonus. What purpose would there be in preserving it if no bonus was awarded?

While it might not be to your liking, there seems nothing to address here.

Given that the initial issue leading to this complaint has been addressed and you have received the funds, I consider this matter resolved. May I proceed to close this complaint?

Zero on the wheel."

First of all, this is a lie that the casino is telling you in the first place.

I didn't spin the wheel in the first place,

I did not spin the wheel in the first place, and before that, there was no "zero" among the prizes displayed on the wheel.

I have pictures to prove it.

I was able to spin the wheel as I should have been able to after depositing, but due to some glitch I was unable to spin the wheel itself.

The casino claims that I turned the wheel and a zero was displayed, but there is no evidence to support this.

If I really did spin the wheel and a zero was displayed, then there should be a history on the casino's server, even if it doesn't exist in the user's history.

Please submit that.

I know what is in the wheel, but there is no zero to begin with.

I have never seen a wheel that contains at least a zero prepared by the casino.

It still shows a wheel without zeros.

Dear andandjonnyx,

Have you had any other active bonus at that time you wanted to spin the wheel? Did you get any error messages when you wanted to spin the wheel? I have not found the actual Wheel of Fortune bonus T&Cs on the webpage (maybe these are available only after registration) but I can imagine a minimum deposit amount must be made to claim the bonus, have you fulfilled this requirement?

Can you please provide your clarification about the casino's response?:

I would also like to note that on 19/01 the client successfully received a similar bonus, which he activated on 20/01/25, 05:07 and cancelled on 20/01/25, 05:22. The player also successfully activated other bonuses that he received during this period

Has this occurred before or after the issue? Why have you cancelled the bonus?

Dear Betunlim Casino,  

I have reviewed the "Wheel of Fortune" on your website and it really does not display any "ZERO." by default.

While I understand that the design of the Wheel may vary in a player's account following a deposit, I would appreciate it if you could provide any available evidence regarding the Wheel that was presented to the player at that time. Please send this information to michal.k@casino.guru

The minimum deposit requirement has been met.

In the first place, I was unable to turn in the wheel because I did not get the wheel pop-up that was supposed to appear after I made the deposit.

I contacted support about it but was ignored the whole time.

I gave up the bonus on that occasion and made another deposit on the 19th.

I was able to spin the wheel that time.

Perhaps the percentage of the bonus is actually determined when the deposit is made and the wheel is just a staging device.

However, if the wheel itself is not displayed when zero is selected, the user cannot tell whether it is a glitch or not.

In the first place, it would be a kind of fraud that the image shown in the promotion has no zeros, but in reality there are zeros.

I'll end this, as it is essentially irrelevant to this complaint and I don't want to spend any more time on this kind of thing,

If the casino continues to respond this way, the same complaints will happen again and again.

The screenshot provided by the player where there is no "ZERO" is displayed before making a deposit. After making a deposit, the player sees an image as in this example .

Where the deposit amount is indicated and there is "ZERO"

As we reported earlier. The bonus system operates normally. All bonuses are issued correctly. Also, please note that the bonus program is a loyalty program for Betunlim users and it is not our obligation.

If you are not satisfied with the terms of our Bonus program, we can disable it for you.

We would also like to note that the player receives all responses to his requests from the support team, but he discusses the responses here and not with the Betunlim casino support team.

If the roulette shows a roulette with no zeros before the deposit, but after the deposit, it shows a roulette with zeros present, that is a clear misrepresentation of good faith.

I did not spin the wheel itself in the first place.

Although the casino claims that I did spin the wheel and zeros were displayed,

Why don't you submit that history?

I'm sure the casino's servers have the history, including the fact that the zero was displayed.

Dear andandjonnyx,

I need to address a few things you mentioned.

If the roulette shows a roulette with no zeros before the deposit, but after the deposit, it shows a roulette with zeros present, that is a clear misrepresentation of good faith.

You certainly can view it like this, however, that does not necessarily mean you are right. It is nothing unusual that the "wheel of fortune" can be different in each casino and even can be different for every player in the same casino as well. The casino team can approach their customer on an individual basis.

As the casino team mentioned "please note that the bonus program is a loyalty program for Betunlim users." There is a simple rule here. If you don't like it, don't play or claim it. No one is forcing you to use the "wheel of fortune". Moreover, as in every other casino, the casino can decide at their own discretion when and which bonuses they will award to you.

This being said it is important to highlight that we always expect that any non-awarding the bonuses is clearly communicated in front to ensure fairness.

Although the casino claims that I did spin the wheel and zeros were displayed,

Why don't you submit that history?

I'm sure the casino's servers have the history, including the fact that the zero was displayed.

Yes, I can agree with you here. I have already requested the information and am awaiting the casino team's response to assess the situation.

Dear Betunlim Casino,

I would like to respectfully again request any available evidence concerning the version of the "wheel of fortune" that was presented to the player at that time, as well as the details regarding when the player allegedly spun the wheel. Please send this information to michal.k@casino.guru

Michal, Sorry, but this is a "wheel of fortune" and we do not save any history on it, that's why it is called a wheel of fortune, and if fortune does not smile on you and you get ZERO, then there is no bonus for activation and accordingly no history is saved! At that time was presented the same version, according to which the player activated this promo the previous and subsequent times

If even the casino doesn't save the history, how do you prove that it is not a glitch?

Dear Betunlim Casino,

I was hoping for a bit different answer, but I understand the rationale. If no bonus is awarded, there is no point in saving the "spin history.". It would make no sense to dispute a Zero-bonus.

Dear andandjonnyx,

While the situation still remains not fully clarified, we are talking here only about a spin that showed a zero as a bonus.

Naturally, I understand that there is not really a point in saving history for Zero bonus. As was mentioned before, you utilized multiple bonuses before and after this "incident," so the casino is still allowing you to take advantage of maybe more interesting bonuses than the Wheel of Fortune. As there was not a bonus awarded, no funds are somehow withheld from you caused by the situation, and you have "not suffered any harm." I believe there’s little value in continuing this conversation, as there is basically nothing to do here. You are not obligated to use the "wheel of fortune" feature, and as I mentioned earlier, if it doesn’t appeal to you, it’s perfectly fine to refrain from playing or claiming it, as well as the casino has the right to limit access to this feature for you.

With that in mind, I will be closing this complaint. Since the initial issue has been addressed, may I proceed to mark it as resolved?

ok

Dear andandjonnyx,

Thank you for your confirmation.

As the main issue of this complaint has been resolved, we'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Best regards,

Michal

Casino Guru