Betway Casino - Гравцю важко завершити перевірку облікового запису.

After requesting a standard ID card, debit card, etc. and a verified account, I decided to withdraw money from my account. on which to see my source of income, ie my salary, as they wanted everything to be visible - the amount of salary, employer and his IBAN. I sent them one with deleted employer and part of IBAN but they said that the account cannot be verified, there should be no hidden information and everything should be visible

След изискване на стандартните лична карта, дебитна карта и т.н и верифициран акаунт реших да изтегля пари от сметката ми.Всички бонуси бяха превъртяни и парите бяха налични в баланса, след като изискаха още няколко документа които изпратих накрая изискаха извлечение от банковата ми сметка на което да се вижда източника ми на доход т.е работната ми заплата като искаха всичко да е видно - размер на заплатата , работодател и неговията IBAN. изпратих им такова със изтрити работодател и част от IBAN но казаха че акаунта неможе да ми се верифицира не трябва да има скрита информация и всичко да е видно

Dear Evgeni,

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 takes KYC lightly and I would recommend that you fully cooperate with the casino. Please, provide the documents that meet the casino's criteria as soon as possible. All information must be visible and you should never provide edited documents.

Please, let us know when you submit the documents in the correct form so we can proceed with this complaint. Thank you very much in advance.

Best regards,

Kristina

Dear Evgeni,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

I haven't had an answer from them for about a week, and our correspondence started about 45 days ago

нямам отговор от тях от около седмица, а коренспонденцията ни започна преди около 45 дни

Thank you for your reply, Evgeni. Have you already provided the document (source of income) in the correct format with all the necessary information visible?

I sent with a closed amount because I do not consider the amount of my salary to be visible as this is confidential information that I can not share

изпратих със закрита сума тъй като не смятам размера на заплатата ми за нужно да се вижда тъй като това е конфиденциална информация която немога да споделям

Evgeni, please understand that the casino is trying to verify your source of income. If you keep providing documents that have hidden the most important information for the casino, your account may not be verified.

Dear Evgeni,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.