Betano Casino MX - Ověření účtu hráče je zpožděno.

I have been trying to verify my account for a week and have uploaded my documents 30 times but still haven't succeeded.

Llevo una semana tratando de verificar mi cuenta y he cargado mi documentación 30 veces y nada que lo logro

Dear d393361,

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

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, 

Dominika

Yesterday was the last time I uploaded them, I have spoken with around 15 advisors and each one has asked me to upload different forms and documents. I have provided different documents, such as the INE, driver's license, bank statement, RFC, CURP, telephone bill and the only document that was approved for me today was the proof of address but nothing else.

El día de ayer fue la última vez que los carge, he hablado con alrededor de 15 asesores y cada uno me ha solicitado cargar de diferentes formas y documentos. he proporcionado diferentes documentos, como la INE, licencia de conducir, estado de cuenta bancario, rfc, curp, factura telefónica y el único documento que se me aprobó el día de hoy fue el comprobante de domicilio pero nada más

Dear d393361, please allow me to ask you a few more questions.

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I have spoken to support 30 times to date, I have uploaded documentation on 49 occasions and they are not able to resolve it, in addition, all the advisors lack the capacity or information to resolve each conflict because among themselves on each occasion they asked me for different things.

He hablo con soporte 30 veces hasta el día de hoy, e cargado documentación en 49 ocasiones y no son capaces de resolverlo, además a todos los asesores les falta capacidad o información para resolver cada conflicto porque entre ellos mismo en cada ocasión me solicitaban cosas diferentes

Thank you very much, d393361, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear d393361,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betano Casino MX representative to join this conversation.

Dear Betano Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.