Betandplay Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom plaćanja.

Hello, I won the above-mentioned money at Bet and Play. The problem is, they won't let me withdraw it. My profile is verified with my ID, etc., and my bank is too, but the problem is that I deposited using a Paysafe card. Bet and Play now requires me to verify my Paysafe card/payment, such as a Paysafe bank statement, which isn't possible because I got the Paysafe card directly through Paysafe and paid via Klarna Bank. My payment via bank statement isn't accepted. What can I do to get the money paid out?

Hallo, ich habe bei Bet and Play das oben genannte Geld gewonnen. Problem sie lassen es mich nicht auszahlen. Das Profil is mit Personalausweis etc. Verifiziert. Bank auch, das Problem ist aber das ich per Paysafe Karte eingezahlt habe. Bet and Play verlangt jetzt von mir eine Verifizierung der Paysafe Karte / Zahlung wie ein Kontoauszug von Paysafe was für mich aber nicht möglich ist da ich die Paysafe Karte direkt über Paysafe bezogen habe und über Klarna Bank bezahlt habe. Meine Bezahlung per Kontoauszug wird nicht akzeptiert. Was kann ich machen das ich das Geld ausbezahlt bekomme

Hello,

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.

• Do I understand correctly that verifying your deposit method seems to be the only issue?
• Have you tried explaining the situation to the casino support?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes, I tried contacting the casino support, but they keep referring me to the verification process, which I simply cannot complete in the way I requested.

Ja ich habe versucht es mit dem Casino Support versucht die verweisen mich aber immer wieder auf die Verifizierung die ich eben nicht in ihrer gewünschten Form leisten kann.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maximal1998,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina