Betovo Casino - 검증으로 인해 플레이어의 출금이 지연되고 있습니다.

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 (martin.l@casino.guru)

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.