Betinia Casino DK - Výběr hráče se zpozdil kvůli nadměrným požadavkům na dokumentaci.

Hello

I have been attempting for more than a month now to withdraw the money I won from Champions League games. I have made several withdrawals before, but this time additional verification is requested.

I have fully cooperated and submitted all that is possible throughout the entire process. At first, they asked for proof of address, which I provided, followed by a photo ID and selfie, and a photo of my credit card. Last but not least, they are now asking me for bank statement which, in my opinion, is neither legal nor necessary for them to demand. I have uploaded it anyway, but I am unable to get a printout from my bank in which my name is mentioned in the same place.

I repeatedly go to live chat and try to explain my situation to them. I finally reached someone who understood my situation. He contacted the relevant departments and told me that it would be sufficient to upload my entire transaction history and a photo of my card showing my name and account number. I did this immediately following our conversation, only to wait more than a week for a response, only for them to reject my submission, claiming it isn't good enough.

Following this, I sent them an email with ALL relevant information needed to verify my account, along with an explanation of my situation. I sent this email on 7/5, and I have heard NOTHING from them regarding this matter since then. I even went to the live chat to request a response, only to be told to be patient, even though I was previously told it would take up to 3 days.

This whole process of verification feels like they're unnecessarily prolonging things and hoping that I give up on the money withdrawal due to the hassle. But I have 45,000 in my account and I would like to withdraw it as soon as possible. I hope someone can help me sort this out, as scamming sites like Betinia should not get away with this kind of robbery.

Best Regards

Victor

Hej

Jeg har nu i over en måned forsøgt at udbetale de penge jeg har stående efter jeg vandt en fin sum på champions league kampe. Jeg har flere gange udbetalt forinden, men denne gang efterspørger de så yderligere verifikation.

Jeg har fuldt samarnejdet og leveret alt hvad der er muligt for mig gennem hele processen. Først ville de have adressebekræftelse som de fik, derefter billede-id og selfie, samt billede af mit dankort. Sidst men ikke mindst efterspørger de også et kontoudtog fra min bankkonto, som jeg på ingen måde forstår kan være hverken lovlligt eller nødvendigt af dem at forlange. Her uploader jeg også, men jeg kan ikke få printet et fra min bank, hvorpå mit navn står samme sted.

Jeg går i livechatten gentagne gange og prøver at forklare min situation til dem. Hvilket jeg ender med at komme igennem til en der forstår min situation. Han kontakter de relevante afdelinger og fortæller mig at det vil være tilstrækkeligt at uploade hele mit transaktionshistorik og et billede af mit kort, hvor man kan se navn og kontonummer. Det gør jeg straks efter samtalen, hvorefter det tager over en uge for dem at vende tilbage til mig, bare for at afvise og sige det ikke er godt nok.

Herefter sender jeg dem en mail med ALT relevant information, der skulle kunne bekræfte min konto, samt en forklaring af min sag. Den mail blev sendt d. 7/5, jeg har INTET hørt fram dem omkring det siden, og været i livechat for at efterspørge returnering, hvor de siger jeg skal være tålmodig. Også selvom jeg tidligere har fået at vide at det ville tage op mod 3 dage.

Hele denne proces med verifikation virker som om de udsætter så længe som muligt i håbet om at jeg dropper at udbetale mine penge fordi det er for besværligt. Men jeg har 45.000 stående og vil gerne have dem ud hurtigst muligt. Håber der er en der kan hjælpe mig med at få det klaret, sådan en svindler side som Betinia skal ikke kkunne slippe af sted med sådan en form for røveri.

Vh

Victor

Dear Viggo,

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.

• Do I understand correctly your full name is not found on the bank statement you are able to provide?
• Are deposits made to the casino found on the bank statement you provided?
• Is there any alternative way for you to prove you are the bank account holder?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Viggo,

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.

Hi Thomas

Thought everything was fixed, that's why I haven't replied until now, but it's not anyway..

I found out that I could download a pdf with the name and account number on it, but it could only be obtained per quarter, so I could only get it for the first 3 months of this year. But they request account statements for 15/3-15/4, where it is therefore not possible for me to get a similar statement for April, before we get to the beginning of July, when the second quarter is finished.

For debt they still have screenshots of my bank statement with all transactions for the period they are requesting and now have an official statement with name and all for the entire first quarter. From this, it should be possible to see that the payments match, as they are on the same screenshot.

They have also received a picture of my card with the account number and full name, which should prove that I am the account holder.

They simply just tell me that it should be possible to obtain the same account statement for the remaining dates, but that is not until sometime in July. And can't see why they would use it either.

I have now emailed them again with all the content that I explain here, which should be more than enough to confirm my verification, but just think they will come up with a poor excuse again...

Hope you will be able to help me

Wh

Viggo

Below should be pictures of our recent emails back and forth, absolutely no customer service

Hej Tomas

Troede alt var fikset derfor jeg ikke har svaret før nu, men det er det ikke alligevel..

Jeg fandt ud af at få downloadet en pdf med navn og kontonummer på, men det kunne kun lade sig gøre at skaffe pr kvartal, så jeg kunne kun få det for de første 3 måneder i år. Men de efterspørger kontoudtog for 15/3-15/4, hvor det derfor ikke er muligt for mig at få et lignende udtog for April, før vi når ind i start Juli, hvor andet kvartal er afsluttet.

Tilgen gæld har de stadig skærmbilleder af mit kontoudtog, hvor alle tranaktioner står for den periode de efterspørger, og har nu et officielt udtog med navn og det hele for hele første kvartal. Deraf burde det være til at se, at indbetalingerne stemmer overens, da de er på samme screenshot.

De har også modtaget billede af mit kort, hvor der står kontonummer og fulde navn, hvilket bør bevise at det er mig der er kontoindehaver.

De siger simpelthen bare til mig at det bør være muligt at skaffe samme kontoudtog for de resterende datoer, men det er det altså ikke før engang i Juli. Og kan heller ikke se, hvorfor de skulle bruge det.

Jeg har nu sendt en mail til dem igen med alt det indhold som jeg forklarer her, hvilket burde være mere end rigeligt for at bekræfte min verifikation, men tænker bare de kommer med en dårlig undskyldning igen...

Håber du vil være i stand til at hjælpe mig

Vh

Viggo

Nedenunder burde være billeder af vores seneste mails frem og tilbage, absolut ingen kundeservice

Thank you very much, Viggo, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Hello Viggo,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betinia Casino DK representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

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.

It is not appropriate to simply close a complaint if they do not respond. They neither answer here nor on my email thread, where they have not responded to my latest email sent over 10 days ago. After all, they have obtained a Danish gambling license, so there are probably some rules and guidelines they must comply with. There must be something that can be done so that I don't have to say goodbye to the 45,000 that I have standing

Det kan da ikke passe at man bare lukker en klagesag, hvis ikke de svarer. De hverken svarer her eller på min mailtråd, hvor de ikke har svaret på min seneste mail sendt for over 10 dage siden. De har jo fået dansk spillelicens, så er der vel nogle regler og retningslinjer de skal overholde. Der må være noget man kan gøre så jeg ikke skal sige farvel til de 45.000 som jeg har stående

Dear all,

Thank you for reaching out.

Please be informed that we have taken what the customer expressed into consideration, and are currently looking into an alternative for the documentation we requested.

We will let you know as soon as we have an update for you.

Sincerely,

Betinia team

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.

Dear all,

Please be informed that we continued the discussion about the required documents through our Customer support.At the moment, the last provided documents are being checked.

Best regards,

Betinia team

Thank you for the information, could you please provide an update once the documents have been checked?

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.

Dear customer,

Thank you for providing us with the requested documents.

In order for us to proceed with the payout of your balance, we kindly ask you to provide us with a Skrill or Neteller wallet number.

Feel free to send the information in question to our customer support email.

Best regards,

Betinia team

It has not been possible to find a wallet number on neteller, is it my customer ID you want?

Det har ikke været muligt at finde et wallet number på neteller, er det mit costumer id i vil have?

In addition, I find it difficult to understand why the payment must take place through skrill or neteller, when I have previously made a payment with you through trusty and have both sent you my bank details and saved them under trusty

Derudover har jeg svært ved at forstå hvorfor udbetalingen skal foregår gennem skrill eller neteller, når jeg tidligere har lavet en udbetaling hos jer gennem trusty og har både har sendt jer mine bank oplysninger og gemt dem under trusty

Is the payment in progress? Would you please confirm that as soon as possible

I have just received an email from you requesting further documentation. I guess it can't fit

Incidentally, it shouldn't take more than a week to receive a reply from you constantly...

Er udbetalingen undervejs? Vil i venligst snarest bekræfte det

Jeg har lige modtaget en mail fra jer, hvor i efterspørger yderligere dokumentation. Det kan vel ikke passe

Det bør iøvrigt heller ikke tage over en uge at modtage et svar fra jer konstant...

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.

Dear all,

Please be informed that the customer's funds have been withdrawn successfully from our side.

We apologize for the delayed reply and hope this helps us resolve the case.

Best regards,

Betinia team

Thank you for the information.

Dear Viggo, could you please confirm that this is true and that the matter is now resolved?

Dear Viggo,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.