BETLILY Casino - Das Konto des Spielers ist dauerhaft gesperrt.

Hello. A little over 2 months ago I registered at BETLILY Casino. I made 2 deposits of 100 euros each via usdt-erc20, and uploaded documents for verification, I played for 1 month and uploaded the balance to 331 euros, but the account was still not verified. I contacted the live chat and they told me to upload a selfie with a piece of paper on which the current date is written along with my ID card, after 1 month nothing happened, and I contacted them again and re-uploaded a selfie with a piece of paper. And today I received a message that the documents are forged and are not authentic, and my account remains permanently limited, and the decision is final. How can I fake a selfie, as it is clearly visible that it is me in the picture, below I will upload the selfie.

Здравейте.Преди малко повече от 2 месеца се регистрирах в BETLILY Casino.и направих 2 депозита по 100 евро чрез usdt-erc20,и качих документи за верификация поиграх 1 месец и качих баланса на 331 евро,но акаунта все още не беще верифициран свързах се с лайв чата и ми казаха да качя селфи с лист хартия на който пише текущата дата заедно с личната карта,след 1 месец нищо не се случи, и пак се свързах и повторно качих селфи с лист хартия.И днес получих съобщение че документите са фалшифицирани и не са автентични,и акаунта ми остава постоянно ограничен,и решението е окончтелно.Как може да фалшифицирам селфи ,като ясно се вижда че съм аз на снимката,по -долу ще качя селфито.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you in resolving this matter, I would like to ask you a few questions:

• What specific documents did you initially upload for verification?
• Could you please forward me all the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.
• Did the customer support provide any specific reasons for considering your documents forged?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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.

First I uploaded an ID card from both sides along with a bank statement, after a while I contacted the live chat and they told me to upload a selfie with a piece of paper and the ID card, after 1 month I contacted again and uploaded another selfie with a piece of paper and a new bank statement. The team only indicated the requirements for the files, but I think they were met. I played mostly sports, with bets of small amounts

Първо качих лична карта и от двете страни заедно с банково извлечение,след извстно време се свързах с лайв чата и ми казаха да качя селфи с лист хартия и личната карта ,след 1 месец пак се свързах,и качих пак селфи с лист хартия и ново банково извлечение.Екипът посочи само изискванията за файловете ,но мисля че те са спазени.Играх предимно спорт ,със залози от малки суми

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BETLILY Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BETLILY Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi