Beteum Casino - Povlačenje igrača je odloženo zbog problema sa KYC-om.

Good night,

I don't know exactly how long I've been doing this, but it will definitely be more than 2-3 months before I retire.

They restricted me at the casino (they wouldn't let me bet) and I started withdrawing €500 at a time without any problems. Everything was fine until the last €500, which they asked me to complete KYC for. I uploaded the documents within a few hours (more than two months ago). Since then, all they do is ask me for the same documents again: a selfie and a virtual card. I've uploaded the documents two or three times already. The verification process takes two or three weeks (I log into my account and it says they're under review), and then one day I log in again and it asks me to upload the same documents. This has happened to me two or three times now. It's a disgrace.

Buenas noches,

No se exactamente el tiempo que llevo, pero llevare mas de 2-3 meses seguro para el retiro.

Me limitaron en el casino (no me dejaban apostar) y empece a retirar de 500€ en 500€ sin problema, todo iba bien hasta los ultimos 500€ los cuales para retirarlos me pidieron el kyc, subi los documentos a las pocas horas (hace mas de 2 meses) desde ese momento lo unico que hacen es pedirme de nuevo los mismos documentos, selfie y tarjeta virtual. Habre subido los documentos ya como 2-3 veces, esta como 2-3 semanas la verificacion en proceso (entro a la cuenta y me salen que estan bajo revision) hasta que entro un dia y otra vez me sale para volver a subir los mismos documentos, me ha pasado ya como 2-3 veces. Es una verguenza

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? 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, 

Attila

Good morning,

I've already provided my ID, a selfie, and a photo of my card—everything they've asked for. The problem is, I provide it, and then they ask for the exact same documents again, which I've already given them. They've done this two or three times now, and I've been dealing with this for about two months. It's infuriating.

The last time I provided it was about 2-3 weeks ago, and yesterday I logged in and saw that they were asking me for the same thing again, so I decided to file a complaint. I will provide everything as soon as possible and in the correct format.

Buenls dias,

He proporcionado ya DNI, Foto selfie y foto de la tarjeta, todo lo que me han ido solicitando. El problema es ese, que lo proporciono y me vuelven a pedir exactamente lla mismos docuemntos, los cuales ya he proporcionado… Lo han hecho ya 2-3 veces y llevo como 2 meses ya con el proceso. Es desesperante.

La ultima vez que lo proporcione seria hace unas 2-3 semanas y ayer entre y vi que me estaba vovliendo a pedir lo mismo que proporcione hace 2-3 semanas y ya decidi poner la queja. Si lo propociono todo lo antes posible y con el formato correcto

Thank you for your response. Could you please forward the documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Alvaro1369,

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.