BetFlag Casino - Die Auszahlung des Spielers wird durch übermäßige Überprüfungsanforderungen verzögert.

Betflag requires absurd documents for withdrawals. They asked me for a certified signature (a document that can only be obtained in certain municipalities and costs €16). I requested alternative verifications, such as a selfie or a postal address, but nothing. The requests seem like a non-AAMS site.

Betflag richiede per il prelievo documenti assurdi, a me ha chiesto l'attestazione dell'autentica di firma (un documento che si può fare solo in alcuni comuni e costa pure 16 euro). Ho richiesto verifiche alternative come un selfie o un domicliato postale ma nulla, sembra un sito non aams dalle richieste.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?
5. Has the casino specified any alternatives you could submit instead of a certified signature?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Yes, I sent the card statement, in addition to registering with SPID. Since I work Monday to Friday, I would have to take time off specifically to go to the registry office and also pay the stamp duty for this document. I would be fine with just an alternative verification, but it was categorically denied.

Si,ho mandato l'estratto conto della carta, oltre ad essermi registrata con spid. Io lavorando dal lunedì al venerdì dovrei prendere ferie apposta per andare dall'ufficio anagrafe e pure pagare la marca da bollo per questo documento. A me andrebbe bene anche solo una verifica alternativa che però mi è stata categoricamente negata

Please forward me all the communication between you and the casino customer support regarding the additional verification demands at veronika.f@casino.guru. Thank you for your cooperation.

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

Dear Mariacarme,

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,

Veronika