My withdrawal is being held up due to verification issues, specifically ‘proof of deposit’. I’ve submitted several documents and photos and have been exchanging emails with them all day. They don’t address my comments at all, just reiterate the same instructions, no constructive advice on how to solve the problem. What really frustrates me is that I didn’t have ANY hassle depositing funds!

Dear VanillaNice,

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 list which documents you have already provided for the proof of deposit?
• 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,

Tomas

Part of my frustration is that their responses appear to be auto generated and they’re not offering solutions, just reiterating the same requirements over and over. The problem is what they’re requesting is not available to me. So I need an alternate (exception) option. I’ve deposited two ways - via Visa Debit card (linked to my bank account) or through Interac e-transfer. Both methods are linked to same bank account. I’ve sent a couple pics of the front and back of the Visa Debit card showing all the info they requested. Screenshots of my bank account showing a withdrawal, screenshot of an etransfer with reference number and an email from Betovo confirming deposit received. One problem with my online banking is that when I’m viewing my account or transactions my name isn’t available and the bank debit card number doesn’t appear anywhere on my banking app.

Thank you very much, VanillaNice, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([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.

Hello VanillaNice,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would also like to invite the Betovo Casino representative to enter the discussion.

Dear casino representative,

can you give us any pointers on how to proceed? Maybe you can give us a list of alternative documents which could help the verification process?

Betovo advised me a week ago (March 25th) that my account was successfully verified and my withdrawal would be processed. It’s been a week and I still haven’t received it, and I followed up 3 times.

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.

Hello,

Thank you for the opportunity to provide a proper response to this matter.

We recognize that timely access to your winnings is a fundamental aspect of your experience, and we are dedicated to managing such matters with the highest level of care and professionalism.

In light of the above, we would like to outline the timeline of actions pertaining to this case. On March 25th, the customer's account was successfully verified, thereby enabling the initiation of a withdrawal request. Upon further review, it has been confirmed that the most recent withdrawal of 800 CAD was approved by our team on April 1st.

The winnings should already be on their way to your banking account or even in the banking account. Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.

We believe these actions demonstrate our dedication and openness to a user-friendly experience.

Thank you for your understanding and cooperation.

Best regards,

Betovo Support Team

Dear Betovo Casino representative,

thank you very much for the update. I hope the issue will be resolved in the near future.

Dear VanillaNice,

can you please update us on the state of your funds?

Dear VanillaNice,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
www.kpvfaw.com