I have been playing this casino for over a year now. There would never be a problem, I usually lost, sometimes I paid out. Half a year ago I had to verify my account, there was no problem. Now I have managed to win a little bit at sports betting and a little bit at the casino. The sum of PLN 8,490 was raised. I ordered the payment and in a few days I received an e-mail asking where I work, how much do I earn, what are my savings, what is my annual income. I replied and asked me to send a story of muchbetter from 6 months. I send. I got a reply in which I was asked about my relationship with a friend to whom I sometimes send a transfer. Then they asked me for all deposits from my bank to muchbetter, I sent. Now they want me to send a 3-month statement from my bank. Also sent. Now I'm waiting for a reply. In total, I've been waiting for the payment for 27 days and I decided to write here, because I'm fed up with it. I will be grateful for your help

Dear Vector88,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly you sent the last document? Do I understand correctly that the bank statement has not yet been reviewed?

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

my bank statement was checked, as the verification department has nothing to complain about because my entire statement is fine, they asked me to translate who my father is, who sometimes sends me transfers that they come from legal sources, and they want me to he sent a bank statement from my father's account! My father agreed that I would provide his bank statement, I sent it to them, although I do not know for what purpose, why would they need my father's bank statement if I was playing?

We pay bills together, for a flat, telephone, gas, water, shopping.

 I am very glad that you will help me solve this problem.

Maybe I'll say at the beginning how it was. I deposited 2,000 and started betting, won a little. I tried my luck in the casino, I also won something. There were 8,477 in total. After I ordered the payouts, I got information from the verification department about my income, where I work, what are my savings, what is my average annual income. By replying to this e-mail, I received a request to show my muchbetter statement, I sent it without any problem. They started asking me who my friend is, to whom I am sending money. This is muchbetter wallet, I can send money to any friend and they shouldn't be a problem. Well, later they wanted me to send all my deposits to muchbetter through my bank, I also did. Then they wanted to see my bank statement, I sent this. In response, I received information that I had to explain myself about the transfers to my father and also the transfers from his account to mine. As they asked me to provide my father's bank statement, I decided to write a complaint here as honest players cannot be cheated like that. I ordered a payout on April 30th so I've been waiting for my money for almost a month. I've seen tons of complaints from different casinos on your forum and a lot of players have received help from you. I hope you will help me too, I will be very grateful.

Thank you very much for your reply, Vector88. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to [email protected]? Thank you in advance.

Hello Kristina!

Thank you for your response!

I sent all the screenshots that betinia sent me in connection with this verification to your e-mail.

Thank you very much Vector88 for your cooperation. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ok, no problem ??

Hello Vector88,

I will assist you with the complaint from now on. I went over the evidence you provided and I will do my best to help you.

I would like to ask a representative from Betinia Casino to join the discussion in order to resolve the issue with the extensive verification.

Betinia Casino, could you explain if all the documents provided to you are to your satisfaction, and when will the verification process be complete?

Hello Tomas,

Thank you for your help, I hope my winnings will be paid out in the end.

Tomas, today Betinia closed my account for no reason.

I was still able to log in this morning.

Betinia Casino,

In addition to the above questions, please explain why you closed Vector88's account.

Dear Tomas,

Thank you for reaching out!

The customer's account has been closed for verification purposes. We understand that the time for the verification takes more than expected, however, it happened due to the complicated source of funds check for which we had to request more documents from the client.

We thank the customer for his cooperation in the matter of providing the documentation and sincerely apologize for the delay due to the specific situation with confirming the source of funds.

We kindly request to extend the timing to finish the investigation and we will get back to you as soon as possible.

Sincerely,

Betinia.com

Dear Betinia Casino,

Thank you for your response. 

I hope that the documents and explanations I have provided will prove to be sufficient and satiafactory for you. I also hope the case is over this week and will receive my withdrawals soon.

Betinia Casino is still checking my documents, 2 weeks have passed and the account is still closed and the money has not been withdrawn. I don't know how much longer it will take.

Hello Vector88,

I am taking over your complaint because my colleague Tomas is sick.

Dear Betinia Casino, any update regarding the case?

Hello Matej!

thank you for taking over the complaint.

Please wish me good health for Tomas!

Unfortunately Betinia is still checking my recent documents. It's already the third week and still the same answer in the chat that they keep checking because they have a very large number of account verifications. They hold my money 51 days. It's taking way too long

Dear all,

We would like to apologize for the delay and to inform you that we are going to reach out as soon as possible in order to provide an update accordingly.

Thank you for your patience.

Best regards,

Betinia.com

Dear all,

We thank you all for your patience and cooperation on the matter of this case! Special thanks to @Vector88!

We hereby confirm that all the withdrawal requests were processed from our side.

However, we reserved the right to leave the account permanently closed without the possibility of re-opening. We apologize if this causes any inconvenience and hope for your understanding!

We wish you all the best!

Sincerely,

Betinia.com

I waited 55 days for payment, it took a long time, 55 days of stress, nerves and uncertainty whether I would get my money back. 

I believe that if I had not written this complaint, I would not have received the money. You closed my account permanently, why? because I wrote a complaint? because I won a few times? This is how you respect the players. You only respect those who lose regularly. You came up with a verification that was not needed, I sent 400 documents, and with the fact that you asked for my father's bank statement, it was really sick and typical playing against time. Appeal to players: Watch out for this betinia and its clones, because you do not want to experience what I do, play only in reputable casinos. Thank you casino guru for help!

Dear Vector88,

I understand how you feel. The KYC procedure took so much time. I know it was very unpleasant, but the most important thing is that you will receive your winnings.

The casino's decision about closing your account is their right, and there is nothing we can do with that.

Please let us know when your withdrawal will be complete, and we will close the case.

My withdrawals has been credited to my muchbetter account. 

Thanks again for your help.

Dear Vector88,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.