BetVili Casino - Hráč kritizuje nepravdivou reklamu bonusu.

So the verification process takes a long time.

The casino also has major technical problems. The first deposit bonus was 100% and 300 FS. But I cannot risk the winnings from the free spins at all, as all the games that are intended for this do not work. And the next day the next free spins will be credited and the old bonus will no longer be available.

The chat answers but doesn't address my problem.

Also der Verifizierungsprozess dauert total lange.

Weiterhin hat das Casino große technische Probleme. Der Ersteinzahlungsbonus waren 100% und 300 FS. Aber ich kann die Gewinne aus den Freispiele überhaupt nicht wagern, da alles Spiele die dafür vorgesehen sind nicht funktionieren. Und am nächsten Tag werden die nächsten Freispiele gutgeschrieben und der alte Bonus ist nicht mehr verfügbar.

Der Chat antwortet aber geht nicht auf mein Problem ein.

Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have tried communicating this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Dear Alexander,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The casino fixed all of the problems.

In terms of content, you also mentioned this complaint.

Well done!

Das Casino hat alle Probleme behoben.

Inhaltlich nannten Sie auch diese Beschwerde.

Gut gemacht!

Thank you very much, Alexander, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

So the problem with the bonus would be completely cleared up.

Unfortunately, my account is still not verified. Although all documents have been uploaded.

Also das Problem mit dem Bonus würde vollständig geklärt.

Mein Konto ist nur leider immer noch nicht verifiziert. Obwohl alle Unterlagen hochgeladen wurden.

Have you been advised what specifically seems to be a problem in verifying your account? 

No. So far I have not received any feedback on uploaded documents.

Nein. Ich habe bislang keinerlei Rückmeldung zu hochgeladen Dokumenten erhalten.

Thank you very much, Alexander, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alexander,

I looked at your complaint and will do my best to help you. I would like to invite Betvili Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the BetVili 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’.

Hello Alexander,

There is no document uploaded in your account, it should be a bug.

As i know our support team contacted you and requested the documents to be sent via email.

Did you proceed with sending the KYC?

Good day,

unfortunately the support did not contact me. I only found out about this through repeated inquiries, the chat told me they would fix the problem. I then asked whether I could also send the documents by email.

Is not part of the problem now, but please clarify what is with the difference of 400 € (see support history in the chat)

Guten Tag,

leider hat sich der Support nicht mit mir in Verbindung gesetzt. Ich habe das durch mehrmalige Nachfrage erst erfahren, der Chat sagte mir sie werden das Problem beheben. Ich selbst habe dann nachgefragt, ob ich die Dokumente auch per Email senden kann.

Ist zwar jetzt nicht Teil des Problems aber, klären Sie bitte was mit der Differenz von 400 € ist (s. Support Verlauf im Chat)

In addition, there is now the problem that PlayNGo slots are nothing to play. The chat didn't go into that at all

Zusätzlich besteht jetzt das Problem dass PlayNGo slots nichts zu spielen sind. Darauf ging der Chat auch gar nicht ein

Hello,

Please provide the documents to support email or compliance@betvili.com

Dear Alexander,

We would like to inform you that PlaynGo is no longer available for German customers due to restrictions come into force. Regarding your winnings, after a thorough investigation of your gameplay, we find out that winnings are not legit, and even the credited amount of 436 euros was a mistake (of course we do not ask for a refund of this amount), accordingly your complaint has been rejected from Betvili. Also, as we are checking you have successfully passed through the verification process. 

With regards, 

Betvili team,

Dear Alexander,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.