Hello. I have been playing at an online casino for some time and recently faced a very unpleasant situation. I won 6.89 LTC and was very happy about it, of course. I haven't won money at the casino that often. However, it turned out that winning money was not the most difficult. I was never able to withdraw my winnings.

At first, I tried to withdraw money without documents and they refused me. Okay, I uploaded my passport and address confirmation, and put money on withdrawal, but my account was blocked. Now it's in the process of verification. They asked me to take a selfie with my passport and I did it. They demanded 48 hours for verification, but I did not receive an answer as a result.

First I sent my passport and confirmation of the address. Then my selfie and passport. The last time I sent a selfie with a passport and a piece of paper. My casino account has been blocked and I still haven't received a response from the casino.

I do not know if this is a normal situation. Maybe they just need more time, but it's been a long time and I'm worried. I really hope that my problem will be solved.

Dear AlyssaBurland,

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.

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

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,

Petronela

No, the reason was not specified :(Yes, I understand all this, but I'm still worried that I won't get my money. The verification process has been going on for more than a few working days, and my account is blocked, which upsets me. Is there any way you can help me?

They promised to send some kind of update to the mail, but they never sent anything, unfortunately. It seems to me that they are just stalling until I get tired of figuring out this situation : (Please, can you help me? I can provide all the necessary evidence.

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

Hi AlyssaBurland,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite BetChain Casino to join this conversation and participate in the investigation. Could you please share more information regarding the player's complaint? Would it be possible to provide us with any reasons for the delay in the completion of the KYC procedure?

Hope to hear from you soon!

Regards,

Natalia

Good day,

Thank you for the notification.

As per our Terms and Conditions, we only process withdrawals to players once their accounts have been verified. When the player made a withdrawal. we had asked for the documents as per our standard procedure.

However when the documents had been received, we noted some irregularities.

Still wanting to give the player the benefit of the doubt, we asked for further documentation to further clarify the account.

Thereafter, our Risk Team reviewed the documents further and found further irregularities which lead us to locking the account.

We had then asked for one final document to further clarify. We are still awaiting feedback for the document requested.

Based on this the account has remained locked and awaiting the players response.

regards

BetChain Support Team

Dear BetChain Support Team, thank you very much for this explanation. Could you please also send any supporting evidence to my email at [email protected]?

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’.

Good day Natalia,

Kindly note that information was sent on the 09/09/2022.

regards

BetChain Support

Dear BetChain Casino, thank you for the reply, I confirm that I received your email.

Dear AlyssaBurland, we will continue to discuss the complaint internally with the casino representative. I will let you know about the updates.

Best regards,

Natalia

Dear BetChain Casino, I sent you a reply to your email on 19.09. I hope, you received it?

Regards,

Natalia

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’.

Unfortunately, we haven't received a further response from the BetChain casino either here, or via email. Without supporting evidence from the casino, I'm forced to close this complaint as unresolved.

Dear AlyssaBurland, I'm sorry I wasn't able to help you more with this case. I hope that you won't come across troubles like this again with any other online casino.

The casino can request to reopen the complaint at any time.

Regards,

Natalia

We’ve reopened this complaint at the request of BetChain Casino. The casino representative has shared supporting evidence, that was missing when the case was ongoing almost two years ago. After the analysis of the attached documentation, I can agree with the casino that there were some irregularities in the provided documents which led to the suspicion that the documents were forged. Therefore, we have finally decided to reject the complaint since it is forbidden to use forged documents for verification from the point of view of genuine playing in any online casino and the casino acted in accordance with its terms and conditions, which do not allow any form of cheating.

Regards,

Natalia