Bet Inferno Casino - Igrački nalog je zatvoren zbog prekomerne dokumentacije.

I created an account on Betinferno.com on 1st of March, took the welcome bonus and played for a bit. On 5th of March, out of nowhere, I got an email saying my account is closed until I send some documents: ID, address proof, payslips for one year and bank statements for one year. And all need to be NOTARIZED!

I understand I have to provide ID and address proof. Payslips and bank statements for one year seems like a stretch for a four days old account.

Although, everything being NOTARIZED seems just crazy. Am i supposed to take my payslips and bankstatements to a legal clerks to notarize them? What am I supposed to tell them? For what purpose?! Also, Norwegian clerks take a high fee to notarize.

This is completely obviously just a scare tactic to tire me out, forfeit my welcome bonus and is completely unfair.

I can provide even an ID, I can even get the ID notarized if necessary, along with address proof, but I think the rest is way unfair.

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.

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Dear shells,

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.

• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Have you provided some or all of the documents the casino requested?
• Have you discussed the verification requirements with the casino already? What response have you received? If there is any additional communication between you and the casino, please share it with me at tomas@casino.guru

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

Yes, I fully understand i need to conduct a KYC. I would be happy to comply with an ordinary KYC. The complaint here is that this is extravagant demands, and what they are asking for is not even possible in a country like Norway.

I have not sent any documents to the casino until I got this. I would be happy to send whatever I have, but I do not even know where to start with this.

Thanks for your reply.

We understand that an online casino can request these documents if flagged by the risk department. We won't be able to ask the casino to disregard these requirements once they were requested. Please let me know about your decisions and further steps regarding the verification in the casino.

Looking forward to your reply.

Dear shells,

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,
Tomas
Casino.Guru