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Hi There,

I am complaining about a Casino not on your database. I do hope you can help, me they are called Betride Casino.

I recently joined Betride and made several deposits over the week, however last night when I went to withdraw they asked me to verify. I supplied all the required documents (passport and proof of address). Address document was within 90 days and my passport was renewed last year. I also had to go through a facial recognition part of the process. When I went on today, my account says verified, however when i went to withdraw again, it said I needed to verify again. I raised the issue with the chat team, they asked for a screenshot of the issue, which i sent, however I was told the documents were not suitable. No explanation given as to why they were not acceptable and that’s where I left it. Thanks for reading this and I’d appreciate any support or advice you can provide. 

I do have screenshots of my balance, my chat with support and confirmation that my account is verified, however I cannot upload on here as it only allows 5mb.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear HelpESi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear HelpESi,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear HelpESi,

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,
Karla
Casino.Guru