Betify Casino - El jugador enfrenta una cuenta bloqueada y retrasos en la verificación.

Hello, I've been trying for three days to withdraw the amount of money I have in Betify and they still have not verified my account. I have sent the required documentation over 15 times, but I keep receiving the same message asking for the same thing. Now they won't let me access my account, they have restricted it. It's not fair that I lose this amount of money that I've earned, especially when I've sent everything they asked for.

Hola llevo 3 dias tratando de retirar la cantidad de dinero que tengo en betify y ellos no verifican mi cuenta ya he enviado mas de 15 veces las documentación que me piden y me sigue llegando el mismo mensaje pidiendo lo mismo y ahora no me dejan entrar en la cuenta la tiene restringida y no es justo que pierda esta cabtidad de dinero que me he ganado no entiendo si he enviado todo lo que me pidieron

Dear tataregina92, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you please specify which of your documents have not yet been approved? Has the casino explained to you why?

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

Best regards, 

Veronika

I have sent you the photo of the card to show the card number that I used to deposit... Send both sides of the card then the photo of the documentation on both sides and then a title paper on the card that is in my name and that the card is mine and you get the card number and everything... And they don't give me any explanation, they just ask me for the same documentation

Les he enviafo la foto de la tarje para desmostrar el nunero de tarjeta que he utilizado para deposita... Envie ambad cara de la tarjeta luego la foto de la documentación ambas caras y luego un papel de titularidad sibre la tajeta que esta en mi nombre y que la tarjeta es mia y sales los numero de tarjeta y todo... Y no me dan ninguna explicación solo me piden las mismas documentación

If you need the username, I'll pass you by because it's not with my email, it's my partner's account with whom he is trying to make this withdrawal and they blocked his account and it won't let him enter the live chat and they keep asking for the same thing and we have sent the same documentation more than 20 times

Si nesecitais el nombre de usuario os paso porque no es con mi correo electrónico es la cuenta de mi pareja con la que el esta tratando de hacer esta retirada y bloquearon su cuenta y no le deja entrar en chat vivo y siguen pidiendo lo mismo y hemos enviado mas de 20 veces las mismas documentación

Betify has blocked my partner's account for no reason and won't let him withdraw his money from Betify. We have already sent everything that Betify has requested and they keep asking for verification of the card that has been sent more than 20 times and now they said to my partner who has until 04/11 for verification knowing that I have already sent the photo of the card and documentation and they continue to ask for the same thing and it is not fair that they block my ear's account and do not allow him to withdraw his money from betify

Betify ha bloqueado la cuenta de mi pareja sin ningun motivo y no le deja retirar su dinero de betify ya hemos enviado todo lo que ha pedido betify y ellos siguen pidiendo la verificación de la tarjeta que ta se ha enviado mas de 20 veces y ahora dijeron a mi pareja que tiene hasta el dia 11/04 para la verificación sabiendo que ya envio la foto de la tarjeta y documentación y ellos sigue pidiendo lo mismo y no es justo que bloquean la cuenta de mi oareja y no le deja retirar su dinero de betify

Do I understand correctly that both you and your partner have an account in Betify Casino? Are you living together in one household? Do you use the same device to log into your accounts? Do you use the same payment method to deposit to the casino?

If we drank together in the same home and on the device each one has their mobile device

Si bibimos juntos en el mismo hogar y sobre el dispositibo cada uno tiene su dispositivo movil

And yes, we have used the same method to make the deposit into the Beti account, but right now I just sent Betify a message to delete my account so that my partner can fix the problem he has in his account and thus be able to withdraw the amount of money. from betify that is pending

Ybsi hemos utilizado el mismo metodo para realiazar el deposito en la cuenta de betiy pero ahora mismo acabo de enviar a betify un mensaje a que elimine mi cuentabpara que mi pareja pueda arreglar el problema que tiene en su cuenta y asi poder retirar la cantidad de dinero de betify que esta pediente

But they do not verify my partner's account, they only ask for the same documentation that has already been sent more than 20 times by my partner.

Pero ellos no verifican la cuenta de mi pareja solo piden la mismas documentación que ya se ha enviado mas de 20 veces por mi pareja

I regret to inform you that there isn't favorable news to share regarding your situation.

When registering and playing in online casinos, it's crucial to adhere to the policy of using payment methods that belong exclusively to you. According to Betify's Terms and Conditions:

8.4. An account owner can:

- deposit funds to his Betify account by using only his personal credit card or personal account opened with a Financial institutions or its licensees;

- It is forbidden to provide access to the account to third parties, including for making deposits or withdrawing funds. An account owner agrees that his account is for his own use only;

- an account owner is not allowed to transfer funds from your account to other players or vice versa.

- an account owner is solely responsible for compliance with the above obligations.

Your situation breaches this rule, as both you and your partner utilized the same payment method. Using the same payment method for depositing into multiple accounts is forbidden by online casinos to prevent fraud, comply with regulatory requirements, enhance account security, and promote fair play. This policy helps safeguard against fraudulent activities such as money laundering and identity theft, ensures compliance with anti-money laundering regulations, adds an extra layer of security to account transactions, and maintains fairness by holding each player responsible for their own transactions and gameplay. Additionally, playing from the same household resulted in sharing an IP address, which contravenes the Terms and Conditions of the majority of online casinos.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.