Betovo Casino - Проверка аккаунта игрока задерживается.

Hello, I need your help. My verification process has been denied. I've uploaded all my documents, and they're not being accepted. I deposited with Apple Pay. The payment is shown to Wchiefs, where I also uploaded a video showing who the payment is going to, and they won't accept it. They want official documents that I uploaded from my bank, N26, but they're being denied. I've uploaded all the proofs from Apple Pay and N26, including the date, name, amount, and everything else, and they still won't accept it. They say n26 is not a official bank. But it is 100% proof of bafin. They just say no it’s not official. And I have to show the proof of deposit.. which I did 10 times.. and in the video you can see, when I want to deposit which name is shown me as the merchant

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 the deposit method seems to be the only issue?
• Could you please clarify whether you have provided any additional documents and if they have all been approved?

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.

I have now closed my account

Ich habe mein Konto nun schließen lassen

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

Dear marcelgansen,

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