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I played in Bet It All casino and had a win of 503 EUR. When the casino requested the documents to verify my account I uploaded them on the casino page and requested withdrawal. Withdrawal was rejected and I found out that casino rejected my proof of address document and requested another one. After that I uploaded more documents but each time they were rejected for some reason. One day I couldn't login to my account any more and it turned out that the casino closed my account and explained to me that I "could not pass the verification process because I have not provided the requested documents." The point is that I provided the documents but the casino did not accept them and could not give a clear explanation of what they really needed. I was ready to provide the requested document but the casino refused to reopen my account. In my opinion it is not fair. It looks like the casino just did not want to pay me the money. So I am asking you for help in solving this issue with the casino.

Dear Wanis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

Lastly, could you please advise which games you have been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yes, I submitted all the documents, but the casino did not accept the proof of address and I did not know what the problem was. You rejected a couple of documents. I collected the profit with a bonus. I've played Danger High Voltage and Macau High Roller

Ja, ich habe alle Unterlagen eingereicht, aber den Adressnachweis hat das Casino nicht akzeptiert und ich wusste nicht wo das problem liegt. Sie haben ein paar Dokumente abgelehnt. Den Gewinn habe ich mit Bonus gesammelt. ich habe Danger High Voltage und Macau High Roller gespielt

Thank you, Wanis, for your email. Do I understand correctly that you have covered transactions on your provided bank statement? The Casino suggested in the email that you haven't submitted the requested documents 5 times. Could you elaborate?

Yes, that's exactly how it is. I uploaded the documents to the site and they were rejected all the time. I also didn't know that you only have 5 attempts and that the casino cannot accept bank statements with covered transactions.

Ja, genau so ist das. Ich habe die Dokumente auf der Seite hochgeladen und die wurden die ganze Zeit abgelehnt. Ich wusste auch nicht, dass man nur 5 Versuche hat und dass das Casino keine Kontoauszüge mit abgedeckten Transaktionen akzeptieren kann.

Dear Wanis,

I'm truly sorry but I'm afraid we won't be able to help you. We always recommend to players to provide all the required personal documents in the best quality and correct format as soon as possible. Unfortunately, you have sent a document with covered transactions five times which was declined, and verification unsuccessful.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

No, you didn’t get it wrong. It wasn't the same document 5 times. I uploaded various documents with my address on them but the casino refused the documents and there was no explanation of what was wrong with the documents. So I didn't know exactly what was being requested.

Nein, Sie haben nicht falsch verstanden. Das war nicht 5 mal das gleiche Dokument. Ich habe verschiedene Dokumente hochgeladen mit meiner Adresse drauf aber Casino hat die Dokumente abgelehnt und es gab keine Erklärung was mit den Dokumenten falsch ist. Ich wusste also nicht genau was angefordert wird.

I do apologize for the misunderstanding. I understand now that 5 different documents to verify your address have been submitted and all of them were rejected without a specific explanation, is that correct?

So I uploaded at least 3 different documents and they were not accepted. I also uploaded my bank statement and it was not accepted. How should I know they are not accepting covered statements? And after that, they just blocked my account. That's not fair in my opinion.

Also mindestens 3 verschiedene Dokumente habe ich hochgeladen und die wurden nicht akzeptiert. Ich habe auch meinen Kontoauszug hochgeladen und der wurde auch nicht akzeptiert. Wie sollte ich wissen, dass sie keine abgedeckten Kontoauszüge akzeptieren? Und danach haben sie einfach mein Konto gesperrt. Das ist meiner Meinung nach nicht fair.

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

Hello Wanis!

From now on, I will take care of your complaint. I would like to invite representatives of BetItAll Casino into this complaint in order to help us resolve the matter.

Please give us an email address where we can send evidence.

Hello Team, 

We are here today to clarify this situation from our perspective.

As a licensed casino, we are required to conduct players account verification by our payment system providers, as well as by our license.

The initial document request was sent on June 6th, 2021, which stated the list of KYC documents which were required for player's account verification, as well as the requirements for those documents. 

After the initial document request, the player submitted only the ID document, a wallet screenshot, and the proof of address on June 6th 2021. However, the player failed to provide a selfie photo. The withdrawal was rejected.

 On June 9th 2021, the player then submitted a selfie photo, which was successfully verified along with the ID document and the wallet screenshot, however the proof of address document failed validation. The withdrawal was once again rejected.

The player contacted us regarding the denied withdrawal on June 11th 2021 asking why his withdrawal was denied, to which he received a reply that an email was sent to him explaining that the verification process could not be completed because the player did not provide a bank statement or a utility bill, as initially requested.

After this, the player once again uploaded the same document on June 13th 2021, which failed validation previously. Once again, the document could not be validated and the withdrawal was rejected. 

On June 14th 2021, the player contacted us again with the request as to why his withdrawal was rejected, to which he received a reply that the documents did not meet our requirements, and that the player was to provide a bank statement or utility bill which is not older than 3 months.

On June 16th 2021, the player uploaded a bank statement, however the document was graphically modified, which, according to our initially sent document requirements, cannot be accepted. The document failed validation and the withdrawal was denied again.

On June 17th 2021, the player uploaded another document 2 more times. This document was a mobile phone bill. Once again, the player failed to provide the document which we initially requested, which were a bank statement or a utility bill. At this point, the player provided the wrong documents 5 times, all of which did not meet our requirements. 

As per our Terms and Conditions: 

3.4.2. If our security department can’t fully verify clients account and have reasonable suspicions that fraudulent activity is at play, clients winnings can be voided and account blocked.

In regard to this, the players account was blocked and the deposit was returned to his payment system.

You explained that well, but you refer to paragraph 3.4.2. of the General Terms and Conditions where it does not say that the player only has 5 attempts to verify the account. It only says "has reasonable suspicion that fraudulent activities are involved". Can you explain that, please? Do you think I was trying to cheat you by sending the documents that did not meet your requirements? That's absurd! I was just confused and didn't understand what exactly was required. My address was on the documents I sent you. You could write to me that you can ONLY accept water, gas, electricity bill. But you're just looking for a way not to pay. I wrote to you that I can send you an uncovered account statement, but you didn't want to unblock my account anymore ... This is not a customer-oriented service

Das haben Sie gut erklärt aber sie beziehen sich auf den Paragraph 3.4.2. der Allgemeinen Geschäftsbedingungen wo aber nicht steht, dass der Spieler nur 5 Versuche hat um das Konto zu verifizieren. Da steht nur "begründeten Verdacht hat, dass betrügerische Aktivitäten im Spiel sind". Können Sie das bitte erklären? Sind Sie der Meinung, das ich Sie betrügen wollte, indem ich die Dokumente geschickt habe, die Ihren Anforderungen nicht entsprachen? Das ist doch Absurd! Ich war einfach verwirrt und habe nicht verstanden was genau verlangt wird. Auf den Dokumenten, die ich Ihnen geschickt habe stand doch auch meine Adresse. Sie konnten mir schreiben, dass Sie NUR Wasser, Gas, Strom Rechnung akzeptieren können. Aber Sie suchen nur einen weg, um nicht zu zahlen. Ich hab Ihnen doch geschrieben, dass ich auch einen unbedeckten Kontoauszug schicken kann, aber sie wollten mein Konto nicht mehr entsperren...Das ist kein kundenorientiertes service

Martin, please give us an manager email address where we can send evidence.

Dear BetItAll Casino,

Please forward the supporting evidence to: 'martin.d@casino.guru'.

Looking forward for your message.

As it can be seen from the evidence of the chat with you, we have repeatedly asked you to send us the utility bill or the bank statement. We also mentioned that the documents should not be graphically edited.  

You have repeatedly ignored our request, by sending the wrong documents. On the fifth attempt you have sent us your bank statement, but it has been graphically edited, meaning you still have not met our requirements of sending us the correct document. After five unsuccessful attempts, we suspected that you did not want to send us the correct document and were trying to go around our request. This was the reason why your account has been blocked.  

After we blocked your account, you have agreed to send us the graphically unmodified bank statement. But since you did not do it right away, we are concerned that it could be a clever forgery.  

In this regard, based on paragraph 3.4.2 of our casino rules, your account has been blocked, and your last deposit has been refunded to your payment system.

We usually give three attempts to send us correct documents. In your case it was five. Your deposits have been 100% returned , without fees, commision or anything else. If we can not verify a client, we reserve a right not to provide services for him.

Emails from the casino only said "utility bill". I just understood it differently. I thought any document with my address on it would be sufficient, because I had no problems with it at other casinos and only with you it was so complicated. And why did I have to fake something? I sent 3 documents with my address on them. Yes, the documents do not meet your requirements, we have already clarified that, but what does that have to do with the forgery? I get an electricity bill once a year, so I can't send the bill even if I want to. And again you would not accept an old invoice. You write 3-5 attempts to submit documents, but where is that stated in the terms and conditions? If that's nowhere in black and white, then you can't ask for it either. They had no right to block my account because there was no reason to do so.

In Emails vom Casino stand nur "utility bill". Ich hab es einfach anders verstanden. Ich dachte beliebiges Dokument mit meiner Adresse drauf würde ausreichen, denn bei anderen Casinos hatte ich keine Probleme damit und nur bei Ihnen war es so kompliziert. Und warum musste ich was fälschen? Ich habe 3 Dokumente mit meiner Adresse drauf geschickt. Ja, die Dokumente entsprechen Ihren Anforderungen nicht, das haben wir schon geklärt, aber was hat das mit der Fälschung zu tun? Eine Strom Rechnung kriege ich einmal im Jahr, darum kann ich die Rechnung nicht schicken auch wenn ich es will. Und eine alte Rechnung würden Sie schon wieder nicht akzeptieren. Sie schreiben von 3-5 Versuchen um Dokumente einzureichen, aber wo steht das in den AGBs? Wenn das nirgendwo schwarz auf weiss steht, dann können Sie das auch nicht verlangen. Sie hatten kein Recht mein Konto zu blockieren, denn es gab keine Gründe dafür.

Dear Wanis,

I regret to inform you that after considering every factor in your case, we have to conclude this complaint in favor of the casino. The casino's decision to not accept a phone bill as an utility bill is understandable in our point of view, due to security concerns. Also, the casino may be rightfully concerned, when the players are not able to provide the requested documents on the first try and therefore the suspicion may be justified.

With that being said, I am very sorry to tell you that we are not able to support you in this case.

If you are not satisfied with the outcome of this resolution process, you can always contact the casino's licensing authority, which has better options to investigate the whole situation.

Is there anything else that I can help you with?

I still think that's unfair. The people who want to fake something would make a good fake right at the beginning and send it to the casino. And the people who have little experience with the matter and do not understand the processes very well suffer. Casino doesn't want to give me another chance because that way they can keep the money. But well, I've learned something too.

Ich finde das trotzdem unfair. Die Leute, die was fälschen wollen, würden gleich am Anfang eine gute Fälschung machen und es ans Casino schicken. Und die Leute, die wenig Erfahrung mit der Sache haben und die Prozesse nicht so gut verstehen leiden. Casino will mir noch eine Chance nicht geben, weil so können sie das Geld behalten. Aber gut, ich habe auch was gelernt.

Because of the reasons mentioned above, we are closing this complaint as 'rejected'.