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Casino deleted my account after i tried to withdraw. After that i contacted live chat and they told to pay me the withdrawal amount. After that they sent an email to me asking for my bank details to pay me the missing 250 euros. I sent them my bank details (IBAN, etc) but they still have not paid the amount to me. This is scetchy from top to bottom.

Dear emeeme,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Did you accumulate your winnings with or without a bonus?

Could you kindly specify when exactly the casino sent you an email requesting your bank details? Have you received any response when you replied to them?

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

Dear emeeme,

I hope you're doing well. I represent BetBeast and I've personally looked into your case.

First and foremost, please note that your account was closed as per decision from AntiFraud. I cannot give the reason why as this decision was made on actions on a different brand under Softswiss to which I have no access. Hence AntiFraud have decided to block any accounts of your on all casinos under their control.

Secondly, please find below the email that was sent to you by the payments department.

We would like to ask you to upload the following documents into your profile ("Verification" tab):

1) Proof of ID. It must reflect:

-your photo

-your name

-your date of birth

-expiration date of the document

Examples: ID, passport, driver's license.

Note that scans and screenshots of the photos are not accepted.

2) Proof of address. It must be no older than 90 days and reflect:

-your name

-address, stated in the profile

-issuance date of the document

Examples: utility bill, bank statement.

3) Proof of payment method(s). It must reflect:

Kindly ask you to upload a screenshot of the Skrill account used for deposits with your Name and E-mail visible

Kindly ask you to upload a bank statement/screenshot with proof of your deposit made on 2024-10-20 11:42:06 TZ UTC (200 EUR). Proof of deposit must reflect: -the amount -date -merchant's name -sender's name + IBAN on one declaration.

You have verified your address and payment but have failed to verify your identity. You only uploaded the back side of your driver's licence and the team has requested a photo of the front side. Once a proper front photo of your driver's licence is uploaded, the account can be fully verified and the withdrawal can be processed.

This is not sketchy at all as you pointed out. As per regulations, we need to fully verify the players before money can be sent. Please upload the front photo and notify me via the forum or via email on vip@betbeast.com. I will still place an update here once the account is verified.

We work with full transparency, we appreciate you are concerned about your money and I guarantee you that I will personally look into getting the withdrawal processed asap once you are verified but please make sure to always check your emails before accusing a casino of being sketchy.

Best Regards

BetBeast VIP