I have been trying to verify my account for a week and have uploaded my documents 30 times but still haven't succeeded.

Llevo una semana tratando de verificar mi cuenta y he cargado mi documentación 30 veces y nada que lo logro

Dear d393361,

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Dominika

Yesterday was the last time I uploaded them, I have spoken with around 15 advisors and each one has asked me to upload different forms and documents. I have provided different documents, such as the INE, driver's license, bank statement, RFC, CURP, telephone bill and the only document that was approved for me today was the proof of address but nothing else.

El día de ayer fue la última vez que los carge, he hablado con alrededor de 15 asesores y cada uno me ha solicitado cargar de diferentes formas y documentos. he proporcionado diferentes documentos, como la INE, licencia de conducir, estado de cuenta bancario, rfc, curp, factura telefónica y el único documento que se me aprobó el día de hoy fue el comprobante de domicilio pero nada más

Dear d393361, please allow me to ask you a few more questions.

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I have spoken to support 30 times to date, I have uploaded documentation on 49 occasions and they are not able to resolve it, in addition, all the advisors lack the capacity or information to resolve each conflict because among themselves on each occasion they asked me for different things.

He hablo con soporte 30 veces hasta el día de hoy, e cargado documentación en 49 ocasiones y no son capaces de resolverlo, además a todos los asesores les falta capacidad o información para resolver cada conflicto porque entre ellos mismo en cada ocasión me solicitaban cosas diferentes

Thank you very much, d393361, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.

Dear d393361,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betano Casino MX representative to join this conversation.

Dear Betano Casino MX,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I mention and send a screenshot of how many times I have uploaded the documentation, just as the advisor requested and instantly. These are only the times I have done it in the app. Plus the times they requested it by email. I add that as of today it has been 21 days without being able to use anything on the platform. One of the screenshots shows my username.

I was not able to obtain a copy of the chats with the advisors because they denied me when I requested it. And I only have screenshots of approximately the last 10 conversations only.

Hago mención y envío captura de cuántas veces e cargado la documentacion, tal cual me la solicita el asesor y al instante. Están son solo las veces que lo he realizado en la app. Más las veces que me los solicitaron por correo. Agrego que ya al día de hoy son 21 días sin poder usar nada en la plataforma. En una de las capturas se muestra mi nombre de usuario.

No me fue posible obtener una copia de los chats con los asesores porque al solicitarla me la negaron. Y solo tengo capturas aproximadamente de las últimas 10 conversaciones solamente.

??

?

24 days and they are not approved, I have sent the documentation 53 times to date, I attach screenshots of conversations with support and giving them what they request immediately and they still reject them, they are all from different days

24 días y no se aprueban, los he enviado al día de hoy 53 veces la documentación, anexo capturas de conversaciones con los de soporte y entregándoles lo que me solicitan de manera inmediata y aún así me los rechazan , todas son de diferentes días

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.

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 can't be possible that they are just increasing the casino's response time, are they trying to work in their favor? I thought they were "neutral" and would stay out of it.

* I hope you can help me with information on what I should do or where I should go or which institution to go to, to recover my money, since with them it is impossible because they only go around in circles and repeat the same thing.

No puede ser posible que solo estén aumentando el tiempo de respuesta del casino, acaso tratan a favor de ellos? Yo pensé que eran "neutrales" y se mantendrían al margen.

* ojalá puedan ayudarme con información de que debo de realizar o a dónde debo de acudir o con que institucion ir, para la recuperación de mi dinero, ya que con ellos es imposible porque solo le dan vueltas al asunto y repiten lo mismo

Dear d393361,

I am trying to get in touch with the relevant casino department outside of this thread. I will inform you, if there are any updates.

Thank you for your patience.

More time credited to the casino? What is going on or what?

Más tiempo acreditado para el casino ? Que está pasando o que ?

I have tried to contact the casino repeatedly but had no success receiving clarification regarding your case. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submitting a complaint to them. Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka