Betsson Casino - Гравець відчуває затримку процесу перевірки.

Hello

This casino treat me weirdly and make impossible verification.

They requested KYC on me after I requested withdrawal. I submitted the photo of passport in their upload form on website, despite I did it multiple times, they still claim that they did not receive anything.

They asked to send me it over mail with address proof, I sent them 2 documents and they said they received only address proof. Later they request from me to upload again over website form which still does not work. I don't understand what is happening. The form might not work which I would understand but if they say they did not receive photo that was attached same as address proof document in 1 mail, I can not understand this. Looks like scam for me...

Dear juldwn3,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm if you encountered any error messages when attempting to submit your identity documents to your casino profile? Additionally, have you ensured that the documents were uploaded in the correct format, resolution, and within the acceptable file size?

Has the casino verified any of the documents you sent via email so far?

When was the last time you contacted the casino regarding the status of your account verification?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika

Could you please confirm if you encountered any error messages when attempting to submit your identity documents to your casino profile? Additionally, have you ensured that the documents were uploaded in the correct format, resolution, and within the acceptable file size?

No errors, The upload process ends with success. They told me to upload file in smaller size which I tried too, however they still claimed " they don't see it"

Has the casino verified any of the documents you sent via email so far?

No, I have emailed them 2 times with my passport photo attached and each time

they act as if they didn't get it or didn't see it at all, even though you can see that it was attached, in the screenshot I sent earlier. After the 2nd email with the attached passport photo, they told me to send it again through the website form, I completely don't understand what is going on, they have to

lie to my face, because it is impossible that they did not receive my passport photo....

Dear juldwn3,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. As the casino doesn't want to cooperate with us with the resolution of complaints, I recommend you contact eCOGRA - an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/#!) and submit a complaint to them. I believe you will have a better chance to resolve your issue with their help.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards

Veronika