I sent all the documents selfie, ID, proof of payment. They rejected my withdrawal because the confirmation of withdrawal from the cryptocurrency exchange (Sender’s address,

Recipient’s address, Date and time of the transaction, Amount) is not visible. The screenshot clearly shows the date, amount, hash and address of the transaction. No other data or especially personal data is visible on the crypto exchange! When trying to withdraw, they asked me for video verification in which I took part. They asked about everything I bet on, what casino games I played when I created the account and what transactions and for what amount I made. Even about what stakes I played last, when I created the account and the terms of the welcome bonus that I used. (My English is not good enough to describe the terms of bonuses, especially since I haven’t played there for a week because I’m fighting for a withdrawal, so I don’t remember the exact details or amounts). However, the whole conversation was successful, but 2 days have passed and I still don’t have any information and my withdrawal is rejected...

Dear 666yuhas666,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Bets.io Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you received any official communication regarding the results of the video verification? 
• Have you tried to submit a withdrawal request after video verification? Was it rejected, too?
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Both sport and casino. I did not receive any information after video verification. Yes I tried to withdraw it and it was rejected. After 1st deposit I got sports freebet and hunting bonus. Since 11 days I have not had any available or active bonus. I tried to withdraw money without active bonuses.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 666yuhas666,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia