Betinia Casino - Играчът се бори да завърши проверката на акаунта.

I play in Betinia from april 2021 and first time i requested payment on 3 th may 2022. They sent me mail from KYC that they need some documents and screens like screen from Mifinity Account etc. I was waiting long time for every information that they need more documents, they were asking me to wait. On tuesday 10 th they sent mail that they need proof of my salary from 3 months so I wrote them long mail with many screenshots that I dont have salary because i work as broadcaster and i sent screens of all transactions from 3 months ,where also visible are incomes, I sent screens of my broadcaster account , just did EVERYTHING. Today after another 3 days of waiting they sent me mail that they need my salary proof or contract for work. I said them again that i dont have regular job and that I sent all needed documents 3 days ago . I was also speaking to live chat agent and she told me that she contacted financial department and said them what I just said and assured me that they will contactwill me again but i hear it from 10 days and Idont trust that casino anymore. Please help me , it looks very suspicious for me

Dear casinouser,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the proof of income seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

H Kristina. Thank you for fast reponse. Actually is hard to say about other documents, because they keep writing : for now we have all documents needed, if we will need anything more, we will contact you. And then they contact in 3 days and wanting something more, so im more than sure if they would approved my last screens, they will invent something new for me to send.....

I know KYC is long process but it looks suspicious when somebody ask you for salary and u write 4 mails and send 10 screenshots and explain in really detailed way that u dont work in traditional way so u dont have salary but u have other incomes and sending many proofs and screens, and casino after 3 DAYS (!) writing me again the same that they want proofs of my salary . It looks for me like nobody even read what i write but just try to make verification longer and longer

I was reading bad comments and complaints about this casino so i was very good prepared to send many things and trust me- I sent everything I could send : lots of screens and many mails with detailed explanation. It really looks suspicious and Im very worried.

Today also I sent them again one mail with copied and pasted all previous mails when i was explaining my financial situation and where are my incomes from and uploaded again 16 screenshots together to make them have everything in one mail. And described once again situation. Now is after 6 pm my time so probably financial department not working any longer today and i will need wait another few days because its the weekend coming.

Thank you very much for your reply, casinouser. Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Yes sure, but its not problem that its in polish language?

Kristina, I just sent what you asked for.

casinouser, thank you for your emails. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this wouldn't have happened if you could withdraw your winnings immediately, but at this point, we are not able to help.

Please, let me know if there is anything else I could do for you, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Correct. Im sure that Betinia would never give me this money. I preferred to loose them than let them be keeped by this unfair casino

Unfortunately, since you have lost your winnings, we are not able to help further, and we will now close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.