Bets Amigo Casino - Der Spieler hat Mühe, die Kontobestätigung abzuschließen.

Despite multiple requests and multiple verification attempts with the correct documents, which ultimately led to success; a withdrawal of €1000, which I then tried to make, was canceled and verification was requested again, although the success of this was previously confirmed to me.

Trotz mehrfacher Aufforderung und mehrfacher Verifizierungsversuche mit den korrekten Unterlagen, die auch letztendlich zum Erfolg geführt haben; wurde eine Auszahlung in Höhe von 1000€, die ich daraufhin versuchte zu tätigen, storniert und erneut wird eine Verifizierung verlangt, obwohl mir der Erfolg dieser zuvor bestätigt wurde.

Dear Sulito1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, sometimes casinos notice they need more documents even though the player's account has been verified previously.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Which documents have you already provided and which documents casino requested now? Could you please confirm that you have already provided the new documents?

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

Best regards,

Kristina

Hello Kristina,

before that I already have a photo of my ID card, a screenshot of my "Skrill" account, a photo of my bank card and an invoice to prove my proof of address.

After my verification was confirmed and I requested the withdrawal which was then cancelled, they asked for a selfie of me and my ID and proof of a transfer from my account to Skrill. I also sent these documents to BetsAmigo.

So I can confirm that I provided all the documentation that was asked of me and was cooperative at all times.

Thanks very much

Best regards

Guten Tag Kristina,

zuvor habe ich bereits ein Foto meines Personalausweises, einen Screenshot meines „Skrill"-Kontos, ein Foto meiner Bankkarte und eine Rechnung um meine Nachweis Adresse nachweisen zu können. 

Nachdem meine Verifizierung bestätigt wurde und ich die Auszahlung angewiesen habe, diese dann allerdings storniert wurde, wurde ein Selfie von mir und meinem Personalausweis und ein Beleg über eine Überweisung von meinem Konto an Skrill verlangt. Diese Dokumente habe ich BetsAmigo auch zukommen lassen.

Ich kann also bestätigen, dass ich sämtliche Unterlagen, die von mir verlangt wurden, zur Verfügung gestellt habe und jederzeit kooperativ war.

Vielen Dank 

Mit freundlichen Grüßen

Now they are asking me for documents that I have already sent twice and that have also been verified.

I now find it unfair.

Jetzt verlangt man von mir Unterlagen, die ich bereits 2 mal verschickt habe und die auch verifiziert wurden.

Ich empfinde es mittlerweile als unfair.

Hello Kristina,

I'm starting to despair, I've been trying to verify myself since February 24th, unfortunately in vain.

Even if a document is rejected, I don't get a notification...you also don't get a notification if the withdrawal is cancelled.

I ask for your support.

Thanks in advance.

Hallo Kristina,

ich bin langsam am verzweifeln, ich versuche mich seit dem 24.02 zu verifizieren leider vergeblich.

Selbst wenn ein Dokument abgelehnt wird, bekomme ich keine Benachrichtigung…man bekommt auch keine Benachrichtigung , wenn die Auszahlung storniert wird.

Ich bittte um Ihre Unterstützung.

Vielen dank im Voraus.

Thank you very much, Sulito1988, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Sulito1988,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Bets Amigo Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Best regards,

Tomas

Hello Thomas,

BetsAmigo confirmed my verification yesterday.

Thank you anyway.

Hallo Thomas,

BetsAmigo hat mir die Verifizierung gestern bestätigt.

Ich danke Ihnen trotzdem.

Dear Sulito1988,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

We’ve reopened this complaint at the request of Sulito1988, as the player informed us about the cancelled withdrawal and additional verification initiated by the casino.

Dear Sulito1988,

Could you please update us on the current status? Did you manage to verify your phone number and proceed to the withdrawal request again?

Thank you.

Kind regards,

Tomas

Dear Sulito1988,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

Kind regards,

Tomas