BetVili Casino - El retiro del jugador se ha retrasado.

Hello, good to all.

I have an account in this casino, send several documents to verify account

Proof of address has been rejected, proof of income is pending

I try to get in touch by chat, but it is only a couple of hours operational a day, they never answer my questions

I send documents by email, I have no response

I do not know what they need, or what supporting documents they would admit (In Spain it is difficult to justify address with a letter) and no company sends documentation, invoices etc by mail, all by email

Maybe you can get in touch with them

Because they totally ignore me

I would appreciate any advance

Greetings to all

Hola, buenas a todos.

Tengo cuenta en este casino, envie varios documentos para verificar cuenta

Justificante de domicilio ha sido rechazada, justificante de ingreso esta en pendiente

Intento ponerme en contacto por el chat, pero solo esta un par de horas operativo al dia, nunca contestan a mis preguntas

Envio documentos por email, no tengo respuesta

No se que necesitan, ni que justificantes admitirian (En España esta dificil eso de justificar domicilio con una carta) ya ninguna empresa envia documentacion, facturas etc por correo, todo por email

Tal vez puedan ponerse ustedes en contacto con ellos

Por que a mi, me ignoran totalmente

Agradeceria cualquier avance

Un saludo para todos

Dear disturbed,

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

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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,

Petronela

Hello,

Client uploaded documents in 26th of May and in the same day he got an answer from our compliance team.

Hello,

Your proof of identity and proof of deposit are approved.

However your proof of address is expired. Please provide one of the following :

• Utility bill ( water,gas,electricity,tv)

• Bank Statement

• Credit card statement

It should be valid within 3 months and contain your name and address

We have not received any email from the client, regarding the document that he should need to provide. Player should check his email, because we think its not appropriate to say that support is not answering, meanwhile he got answer, in same day after that we did our verification.

Thank you very much, BetVili Casino team, for the clarification.

Dear disturbed,

Please follow the instructions from the casino and send all the necessary documents. As soon as you have any updates, please let me know. I truly believe we will be able to settle down this case in no time. I will be waiting for your reply patiently.

OK, thanks a lot

I hope to have the required documents as soon as possible

But if they could improve their attention by chat

Thank you all for the inconvenience.

ok, muchas gracias

Espero disponer de los documentos requeridos lo antes posible

Pero si que podian mejorar su atencion por el chat

Gracias a todos por las molestias

No worries. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed. Thank you very much in advance.

Hello,

Unfortunately our live chat was not available for a period of time, but everything is fixed now.

As soon as you will provide the required documents, your account will be approved and you can proceed with the withdraw.

Thank you, BetVili Casino team, for the clarification.

Will be waiting for an update from the player.

Hello disturbed,

Have there been any developments since our last conversation?

Hello,

The player has not contacted us and nor didnt he provide the requested documents.

Thank you very much, BetVili Casino team for the update. Hopefully, the player will get back to us.

Dear disturbed,

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

Unfortunately, we’re rejecting 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.