The player from Switzerland had verified his identity but faced complications with his withdrawal due to the casino requesting proof of deposit through a bank statement, which he could not provide since he had used a paysafe PIN. His funds were currently blocked, and he was unable to resolve the issue with customer support. The issue was resolved after he successfully completed the deposit verification process. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for further assistance if needed.
Betovo Casino - Player’s funds are blocked due to verification issues.
Amount: €1,107
Betovo Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
I have verified myself (identity etc.)
Now the casino wants proof of my deposit before I can withdraw.
However, I deposited using a paysafe PIN and therefore do not have a bank statement.
Despite repeated explanations of the above, the casino doesn't understand this and repeatedly refers to a bank statement. My funds are therefore blocked.
I can't get anywhere with this casino support that doesn't address my case.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
3 weeks ago
Dear PascalH,
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.
- Do I understand correctly that verifying the deposit method seems to be the only issue?
- Did you use any other deposit methods when playing in this casino?
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,
Kristina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
3 weeks ago
Translation
Hello
The problem has been resolved for the time being and I was able to successfully complete the deposit verification.
If any further problems arise, I will get back to you.
Best regards
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 weeks ago
Dear PascalH,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
www.kpvfaw.com
