Bet2U Casino - Аккаунт игрока не подтвержден.

Dear Sir/Madam! BET2U casino is delaying verification of my account. My messages are being ignored. I need your help. I provide you with a list of documents sent during the verification.

On February 11, 2022, I uploaded a photo of my international passport to my account, and also sent a bank statement in PDF format to the casino’s email address.

On February 15, 2022, I uploaded a selfie to my account, in which I hold my passport next to my face.

On April 09, 2022, I passed a video check via Skype. The casino reported that it could take several business days to receive an update after verification. But, a month has passed since the date of the check. The casino ignores the messages I send.

I am ready to submit to you for consideration my correspondence with BET2U casino. You can verify the veracity of my words.

I ask you to help.

Dear maksizholy88,

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.

Do I understand correctly that $2,785 (dispute value) is stuck in your account due to incomplete verification?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards,

Kristina

Good day! I recognize the importance of the KYC process! I passed all the documents requested by the casino, I passed the video test via Skype. All requirements of the casino are fulfilled in full. But you can't agree that the casino violates reasonable inspection deadlines.

Yes, you are well aware that $ 2,785 is in my account balance, and I am unable to use these funds due to unfinished checks.

I have returned the correspondence between me and the casino to your e-mail address kristina.s@casino.guru.

I hope for your help.

Добрий день! Я визнаю важливість процесу KYC! Я передав усі документи, які запитало казино, я пройшов відео-перевірку через Skype. Всі вимоги казино виконано в повному обсязі. Але ви не можете погодитися, що казино порушує розумні терміни перевірки.

Так, ви вірно знаєте, що 2785 доларів США знаходяться на балансі мого облікового запису, і я не можу скористатися цими коштами по причині незавершених перевірок.

Я повернув переписку між мною та казино на вашу електронну адресу kristina.s@casino.guru.

Сподіваюся на вашу допомогу.

Dear maksizholy88,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Bet2U Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Bet2U Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.