BetNFlix Casino - El jugador tiene dificultades para completar la verificación de la cuenta.

I opened a game account on Betnflix about 1 week ago. I lost about 1000 euros during the last weekend. On Monday of this week, I deposited 200 euros and won 915 euros from sports betting with that money. The site asked to verify the account and I sent on Tuesday that they are asking for the documents to verify the account. (Passport, bank statement and address information documents). On Tuesday, I did the repatriation, but on Wednesday it was canceled and they asked to put a picture of me with my passport next to my face. I put it on them. On Thursday, the discharge was canceled again, but no reason was given. On Thursday, I did my withdrawal again (900 euros) and today, Friday, they had canceled it and asked to put a document about the phone number. This sounds like every day they ask for a new document and this phone number document is again incomprehensible.

I didn't accept any bonuses, I played with my own money. I played sports betting.

I am attaching the emails they sent.

Could you please help me and find out how to make my repatriation successful?

And what should I do?

Avasin pelitilin Betnflix-sivustolle noin 1 viikko sitten. Hävisin noin 1000 euroa viime viikonlopun aikana. Tämän viikon maanantaina talletin 200 euroa ja voitin niillä rahoilla urheiluvedonlyönnistä 915 euroa. Sivusto pyysi vahvistamaan tilin ja lähetin tiistaina heidän pyytävänne dokumentit tilin vahvistamiseen. (Passi, tiliote ja osoitetiedot -dokumentit). Tiistaina tein kotiutuksen, mutta keskiviikkona se oli peruttu ja he pyysivät laittamaan kuvan missä olen itse ja passi minun kasvojeni vieressä. Laitoin heille sen. Torstaina kotiutus oli taas peruttu, mutta ei mitään syytä ilmoitettu. Tein torstaina kotiutukseni taas uudelleen (900 euroa) ja tänään perjantaina he olivat sen peruneet ja pyysivät laittamaan puhelinnumerosta dokumentin. Tämä kuulostaa siltä, että joka päivä pyytävät uuden dokumentin ja tämä puhelinnumero-dokumentti on taas käsittämätön.

En ottanut mitään bonuksia vastaan vaan pelasin ihan omilla rahoillani. Pelasin urheiluvedonlyöntiä.

Laitan liitteeksi heidän lähettämiä sähköposteja.

Voisitteko auttaa minua ja selvittää, että miten saisin kotiutukseni onnistumaan?

Ja mitä minun kannattaa tehdä?

Dear Patze, 

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

We recommend the players fully cooperate with the casino during the verification procedure and follow all necessary steps requested by the casino's security team.

Could you please advise when exactly did you send the last identity document? Have you provided all the required documents as soon as possible and in the correct format? 

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 the photos of the passport, bank statement, address information on the night between Monday and Tuesday (June 6). I sent their request for a selfie photo with the passport on Wednesday (June 7). All these are accepted.

In addition, today Friday (June 9) I put a document about the phone number I use, because they asked for that too. I have a workplace connection in my name and they asked the employer to make a stamped and signed document of it. I put it to them about 1 hour ago. This is getting incredibly amusing. What will they ask for next? Thank you in advance.

Olen lähettänyt kuvat passista, tiliotteesta, osoitetiedoista maanantain ja tiistain välisenä yönä (6.kesäkuuta). Lähetin heidän pyytävänne selfiekuvan passin kanssa keskiviikkona (7.kesäkuuta). Kaikki nämä ovat hyväksytty.

Lisäksi tänään perjantaina (9.kesäkuuta) laitoin dokumentin puhelinnumerosta mitä käytän, koska he senkin pyysivät. Minulla on työpaikan liittymä minun nimissäni ja he pyysivät työantajan toimesta tehdä siitä dokumentti leimattuna ja allekirjoitettuna. Laitoin sen noin 1h sitten heille. Tämä alkaa olla uskomattoman jopa huvittavaa. Mitähän he seuraavaksi pyytävät. Kiitos teille jo etukäteen.

Thank you for your response. Please bear in mind that the verification procedure may take several days to be completed. Usually, we recommend players wait up to 14 days for their verification to be completed. Since you sent the casino everything they asked for, I would suggest you wait for their approval of your phone number document and wait for further instructions.

Hey!

The phone number document I sent on Friday was accepted and I made my repatriation request again. My withdrawal request was canceled again today, Sunday, June 11, 2023.

Today they emailed again and asked for a new document:

-Congratulations on your win in our casino! We are thrilled to have you as one of our lucky winners.

As part of our commitment to providing a secure and trustworthy platform for our players, we kindly ask that you provide us with a selfie holding a paper that mentions:

Your Full Name

Your Date of Birth

Our Casino Name

This is a standard verification process that we carry out with all our players to ensure that the winnings are claimed by the rightful owner.

The selfie should be taken within the next three days and clearly show your face and the whole paper, handwritten with the required details. -

This is unbelievable. Now I again made the selfie documentary they requested and uploaded it to their page. What do they ask for next?

Please help me, this is just a tease for them.

Thanks in advance!

Hei!

Perjantaina lähettämäni puhelinnumero-dokumetti hyväksyttiin ja tein taas kotiutuspyyntöni. Kotiutuspyyntöni peruttiin jälleen tänään sunnuntaina 11.kesäkuuta 2023.

Tänään he laittoivat taas sähköpostia ja pyysivät uutta dokumenttia:

-Congratulations on your win in our casino! We are thrilled to have you as one of our lucky winners.

As part of our commitment to providing a secure and trustworthy platform for our players, we kindly ask that you provide us with a selfie holding a paper that mentions:

Your Full Name

Your Date of Birth

Our Casino Name

This is a standard verification process that we carry out with all our players to ensure that the winnings are claimed by the rightful owner.

The selfie should be taken within the next three days and clearly show your face and the whole paper, handwritten with the required details. -

TÄMÄ on uskomatonta. Nyt tein taas heidän pyytämänsä selfie-dokumentin ja latasin sen heidän sivulleen. Mitä he seuraavaksi pyytävät?

Auttakaa minua, tämä on pelkkää kiusantekoa heidän puolestaan.

Kiitos jo etukäteen!

I understand your frustration. However, the casino is eligible to ask for additional verification documents, so I recommend you send them. Please keep in mind that KYC is usually a one-time nuisance and future withdrawals should go more smoothly.

I got it on my withdrawal account. It felt like a work site. On Monday, the last document they requested was approved.

As far as I have followed the conversations, pretty much everyone has asked for the same documents. So you should put the following documents directly, because every few days they ask for a new document.

1. Photos of ID, address and bank statement

2. Selfie with ID

3. Photo of the phone number from the document

(I have a workplace subscription, so I did it with the employer's signature and the company's stamp in a free form, i.e. a bit more laborious than if I had my own subscription, the phone bill would be enough)

4. Selfie with a free-form piece of paper where you have to read your name, date of birth and the name of your casino)

Greetings to those who are struggling with account verification

Sain tään kotiutukseni tilille. Tuntui työmaalta. Maanantaina hyväksyttiin viimeinen heidän pyytämä dokumentti.

Mitä olen keskusteluja seurannut niin aika lailla kaikilla pyydettty samat dokumentit. Eli kannattaa laittaa suoraan seuraavat dokumentit, koska he muutaman päivän välein pyytävät uuden dokumentin.

1. Kuvat ID:stä, osoitteesta ja tiliotteesta

2. Selfie ID:n kanssa

3. Kuva puhelinnumero dokumentista

(Mulla työpaikan liittymä, joten tein sen työantajan allekirjoituksella ja firman leimalla vapaamuotoisesti eli vähän työläämpi kun jos liittymä oma niin puhelinlasku riittänee)

4. Selfie vapaamuotoisen paperin kanssa, jossa pitää lukea oma nimi, syntymäaika ja kasionon nimi)

Näillä terveisillä niille jotka kamppailevat tilin varmistusta vastaan

Has the casino asked you for any additional identity documents after Monday? Is your verification now complete?

Dear Patze,

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.

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.

The player can reopen this complaint at any time.