Betandplay Casino - La verificación de la cuenta del jugador se ha retrasado.

Hello, I wanted to verify my account via KYC. I have all the required documents (driver's license with date of birth, Paysafecard transaction receipt and my bank's receipt), and a current proof of address no older than three months (phone bill from September 2025). All documents were rejected without explanation, even though they met the requirements. The rejection occurred this morning at 8:05 and 8:11 a.m. Since I've had negative experiences, and this seems to be a systemic practice with some providers, I'm contacting you directly for advice. What can I do? I've now uploaded the identical documents again... Since I've already read that this casino isn't the only one doing this to me, I'm contacting you directly. And I don't live in Puerto Rico, but I can't change that...

Hallo, ich wollte mein Konto bei über KYC verifizieren. Ich habe alle geforderten Unterlagen (Führerschein mit Geburtsdatum, Transaktionsbeleg Paysafecard und meiner Hausbank), einen aktuellen Adressnachweis, nicht älter als 3 Monate (Telefonrechnung von September 2025). Sämtliche Dokumente wurden ohne Begründung abgelehnt, obwohl diese den Anforderungen entsprechen. Die Ablehnung erfolgte heute morgen um 8:05 und 8:11 Uhr. Da ich negative Erfahrungen habe, und so etwas bei einigen Anbietern System zu haben scheine, wende ich mich direkt ratsuchend an Sie. Was kann ich tun? Ich habe nun die identischen Unterlagen nochmals hochgeladen... Da ich bereits gelesen habe, dass dieses Casino das wohl nicht nur bei mir macht, wende ich mich direkt an Sie. Und ich lebe nicht in Puerto Rico, kann das aber nicht ändern...

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you contacted support and asked for assistance regarding the submission of your documents?
• Could you please share a screenshot or a communication where the verification requirements are listed?
• Share the information here or send it to my email at tomas@casino.guru

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,

Tomas

Good day,

Thank you for the quick response.

Can you please list which documents you have already submitted and when exactly you sent the last one?

-> I submitted my driver's license (front and back) -> was rejected

-> my phone bill from September 2025 (to verify my address). This was rejected on the grounds that phone bills are not accepted. On the second attempt, the document was accepted immediately (this issue has been resolved, but I find it very dubious...)

-> the payment confirmation from my bank and Paysafecard, as requested (both were rejected, but it doesn't make sense to me. So what exactly do you want in terms of documentation?)

Did you submit all required documents promptly and in the correct format?

-> Yes, when I was asked, I immediately prepared and uploaded all documents as PDF or JPG

Have you contacted support and asked for assistance in submitting your documents?

-> Yes, via email. Also to verify my phone number. However, no response.

Could you please share a screenshot or message detailing the verification requirements?

Guten Tag,

vielen Dank für die schnelle Rückmeldung.

Können Sie bitte auflisten, welche Dokumente Sie bereits eingereicht haben und wann genau Sie das letzte gesendet haben?

-> Eingereicht hatte ich meinen Führerschein (Vorder- und Rückseite) -> wurde abgelehnt

-> meine Telefonrechnung von September 2025 (zur Verifizierung der Adresse). Dies wurde abgelehnt mit der Begründung, dass eine Telefonrechnung nicht akzeptiert wird. Im zweiten Versuch wurde das Dokument auf einmal akzeptiert (Dieser Punkt ist gelöst, jedoch finde ich das schon sehr dubios...)

-> die Zahlungsbestätigung meiner Bank und von Paysafecard, wie verlangt (wurde auch beides abgelehnt, ergibt aber keinen Sinn für mich. Was konkret wollen Sie also an Unterlagen?)

Haben Sie alle erforderlichen Unterlagen zeitnah und im richtigen Format eingereicht?

-> Ja, als ich aufgefordert wurde, habe ich alle Dokumente sofort als pdf bzw. jpg aufbereitet und hochgeladen

Haben Sie den Support kontaktiert und um Unterstützung bei der Einreichung Ihrer Dokumente gebeten?

-> Ja, via E-Mail. Auch wegen der Verifizierung meiner Telefonnummer. Jedoch ohne Rückmeldung

Könnten Sie bitte einen Screenshot oder eine Mitteilung teilen, in der die Verifizierungsanforderungen aufgeführt sind?

I also want to inform you that even more documents are now being requested (bank statements). I submitted these, and as expected, they were also rejected. I even uploaded my birth certificate – this was also rejected. I would like an explanation from the casino as to why they keep requesting more and more documents, yet all of them are rejected. It's starting to seem to me like this is a deliberate attempt to prevent my withdrawal entirely...

Ich teile ergänzend mit dass jetzt noch mehr Dokumente verlangt werden (Kontoauszüge). Diese habe ich eingereicht und wie zu erwarten war wurden auch diese abgelehnt. Weiter habe ich ebenfalls sogar ergänzend meine Geburtsurkunde hochgeladen - auch das wird abgelehnt. Ich hätte gern vom Casino eine Begründung wie es sein kann, dass immer und immer mehr Dokumente verlangt werden und sämtliche Dokumente jedoch abgelehnt werden. So langsam kommt es mir vor als würde das bewusst gemacht werden um meine Auszahlung gänzlich zu verhindern...

I hereby inform you that this is the last time I will upload my driver's license (and nothing else—since it will be rejected anyway) to your documents. Should this also be rejected, I request that CASINO GURU take over this case entirely.

Since the casino can take a long time to respond (even support hasn't responded yet!), I unfortunately have to assume that this is simply a scam.

Ich teile mit, dass ich jetzt LETZMALIG meinen Führerschein (und nichts anderes - da es eh abgelehnt wird) in Ihren Dokumenten hochgeladen werde. Sollte auch dies wieder abgelehnt werden bitte ich CASINO GURU, diesen Fall gänzlich zu Übernehmen.

Da sich das Casino sehr viel Zeit mit dem Antworten lassen kann (auch der Support hat bis heute nicht reagiert!), muss ich leider mittlerweile davon ausgehen, dass es sich einfach um Betrug handelt.

Just to prove that I've written to support AGAIN... And now I've honestly had enough and am asking for clarification of my problem and a refund of my money!

Nochmal als Nachweis, dass ich dem Support jetzt NOCHMAL geschrieben habe... Und jetzt habe ich ehrlichweise die Schnauze voll und bitte um Klärung meines Problems und Auszahlung meines Geldes!

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello MorlaCore,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Betandplay Casino to join this conversation and assist in addressing the complaint.

Dear Betandplay Casino,

Could you comment on the situation?

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello and thank you for your help.

I deliberately gambled away the money and request that these scammers delete my data. Is there any chance of at least getting the money I deposited back—even if it's only 20 euros?

I don't expect them to respond yet...

Hallo und vielen Dank für die Hilfe.

Ich habe das Geld jetzt beabsichtigt verzockt und bitte um Löschung meiner Daten bei diesen Abzockern. Gibt es eine Chance wenigstens das eingezahlte Geld - auch wenn es nur 20 Euro sind - zurück zu erhalten ?

Ich gehe nicht davon aus dass die noch reagieren...

Hello MorlaCore,

I am truly sorry to hear about the loss of your funds during your recent experience. I completely understand how frustrating and disappointing this situation must be for you.

Regrettably, after reviewing the matter, it appears that you are not eligible to receive any compensation or reimbursement from the casino. I realize this may not be the outcome you were hoping for, and I genuinely empathize with your frustration.

If you would prefer to close your casino account as a result of this experience, please let me know, and I will be more than happy to assist you with that process.

I’m here to help in any way I can, and I look forward to your response.

Yes. I would like my account closed. I'm happy to give the casino a very poor rating.

Ja. Ich möchte dass mein Account geschlossen wird. Ich bewerte das Casinos auch gerne noch sehr schlecht.

Dear Betandplay Casino,

I am writing to kindly request the closure of the player’s casino account, as per their expressed wish.

Thank you for your cooperation. I look forward to your confirmation.

Dear Peter,

We were not able to locate any player account with the name and/or email address provided by MorlaCore.

Could you please confirm the details so we can investigate further?

Best regards,

Your Betandplay Team

Dear MorlaCore,

I hope this message finds you well.

Could you kindly provide us with your account details so that the casino can proceed with closing your account?

We look forward to your response.

They can react all at once. And who is Peter? I won't make my email address public here. They should delete my account and stop pestering me after weeks of no response regarding the money, and more bullshit from that scam casino.

Da können die auf einmal reagieren. Und wer ist Peter? Ich werde meine E-Mail-Adresse hier nicht öffentlich machen. Also die sollen mein Konto löschen und mir nicht auf den Sack gehen, nachdem wochenenlang wegen des Geldes keine Reaktion kam noch so eine Scheiße von dem Betrüger-Casino.

What else strikes me is that if the scam casino suddenly asks for my data NOW—after weeks—the scammers have NEVER looked at my account details. The scam casino planned from the very beginning not to address my request at all. The scam casino simply took my money and was happy.

Was mir da noch auffällt: Wenn das Betrüger-Casino JETZT - nach Wochen - auf einmal nach meinen Daten fragt haben die Betrüger sich meinen Vorgang auch NIE auf meinem Konto angeschaut. Es war vom Betrüger-Casino von Anfang an geplant, gar nicht auf mein Anliegen einzugehen. Das Pack hat einfach nur mein Geld genommen und sich gefreut.

Dear MorlaCore,

I hope this message finds you well.

In order to proceed with assisting you, we kindly request that you provide us with your account details. Please rest assured that this information will be kept strictly confidential and will not be shared publicly.

We may be unable to continue supporting you without your cooperation in this matter.

Thank you for your understanding. I look forward to your response.

Dear MorlaCore,

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.

Dear MorlaCore and Casino Guru,

First of all, we would like to sincerely apologise for the initial confusion regarding your account details. We have since located your account and reviewed the situation carefully.

As per our last communication on 01.10.2025, a driver’s licence could not be accepted as a valid form of identification because it does not display the issue and expiry dates required for verification. Therefore, we requested a valid ID and a bank statement to complete the mandatory verification of your account. Please note that this process is essential for your own security, as it ensures that only the rightful account holder can access and manage the account.

There was also previous communication from our side explaining what was still required to complete the verification. We fully understand that the verification procedure may feel burdensome at times, but it is crucial for safeguarding both your personal data and your funds.

Following your request, your account has now been permanently closed.

Once again, we truly regret any inconvenience caused by the initial oversight and thank you for your understanding.

Kind regards,

Betandplay Casino

Dear Betandplay Casino,

Thank you for your response and for the information you have provided.

Dear MorlaCore,

Could you please provide the casino with your identification document in order to complete the verification process?

We appreciate your cooperation and look forward to your response.

Then I wouldn't put it on the website if it wasn't possible...

Is the account now closed and can I have peace from you?

Dann würde ich es nicht auf die Website schreiben wenn es nicht geht...

Ist das Konto nun geschlossen und ich meine Ruhe vor Ihnen?

Dear MorlaCore,

I hope this message finds you well. I am not entirely certain that I understand your previous message. Could you please confirm whether you have provided the casino with your identification document? Please note that you may not be able to withdraw your funds until the verification process has been successfully completed.

I appreciate your attention to this matter and look forward to your response.

Dear MorlaCore,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru