I am starting a complaint as am at a complete loss with this casino and Casinoguru have recently helped me.

Verification is not working. I have used the automated ID and selfie system twice now. I have attached an image. It says it works, it uploads and then a day later the KYC section in my profile changes from 'Pending' back to 'requested'. The same happens with my proof of address.

Support on chat is, to put it kindly, woefully inadequate. They simply copy and past generic statements that do not help and are not specific to my issue.

So I am in this never ending loop of using the KYC system, everything uploading successfully (as per the attached evidence). Then everything just resets.

Please can someone help. I have over 300 euro stuck.

Thanks

Dear Doreen61,

Thank you very much for submitting your complaint. I'm sorry to hear about the challenges you're facing with the casino.

I understand that you've encountered issues with the verification process and the support provided via chat.

• To assist you better, could you please provide more details regarding the verification process?
• Additionally, have you tried contacting support through any other channels besides chat and sending the picture ID via email?

Moreover, it would be helpful if you could forward any relevant communication to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Email support and chat support are the only options?

You upload the POA on their site in the KYC tab and you do your ID via an automatic system (I provided screenshot of this). I do them, it says successful and then pending, next day, everything vanishes and it says 'requested'.

Everything has been uploaded in my orginal complaint with evidence. Did you not receive it in this complaint?

Ive requested my deposit of 300 euro refunded and account closed as they are rejecting all my proof of addresses.

This has gone on long enough and Im too old for this.

I'm sorry for the late reply. Thank you very much, Doreen61, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([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 in the near future.  

Thank you

Hello, Doreen61,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betinia Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betinia Casino team,

Could you please look at the above-described problem and check it on your side? Can you provide us with an explanation and how the user could solve the issue?

What steps should the player take to complete the KYC and withdraw her winnings? Or, is there another way how she could do it? What do you suggest?

Thank you in advance for providing the information.

Dear Branislav,

Thank you for contacting us.

We would like to inform that the customer's account was verified and her balance was paid out.

Moreover, the account was also closed on her request.

Therefore, we consider the case to be resolved from our side. Thank you for understanding!

Best Regards,

Betinia

Great! Thank you very much for the update, Betinia Casino team.

Dear Doreen61,

Can you please confirm the above-stated?

Have your disputed funds been already successfully paid out, so I can consider the complaint resolved?

Is there anything else I could help you with?

Dear Doreen61,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Without the user's confirmation, we cannot close it as successfully resolved.

The player can reopen this complaint anytime or confirm the solution via email.

Thank you very much, Betinia Casino team, for providing information and cooperation!

Best regards,

Branislav, www.kpvfaw.com