Betovo Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hi, after making a deposit without a bonus, I placed some bets and won a few, until they limited me and didn't allow me to bet more than €15-20. So I decided to withdraw. To my surprise, they rejected my withdrawal, telling me it wasn't verified, even after I'd sent everything. For days, I've been struggling with the live chat, sending everything: bank statements, invoices, account statements, a photo of my ID, and nothing. Now, they're finally asking me for a selfie with my ID on the street where it can be seen that it's actually on the street where I live. The only thing I can tell is that they don't want to pay...

Buenas, despues de hacer un depósito sin bono, realize unas apuestas que gané algunas, hasta que me limitaron y no me permiten apostar mas de 15-20€. Asi que decidí realizar el retiro. Con la sorpresa que me lo rechazan al decirme que no esta verificado, despues de haberlo mandando todo. Durante dias he estado luchando con el chat en vivo, mandando de todo, extracto bancarios, facturas, estado de la cuenta, foto del DNI y nada. Ahora de ultima me piden un selfie con el Dni en la calle donde se vea que es realidad en la calle que vivo. Lo único que me parece es que no quieren pagar...

Dear Tonisanchezb,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions?

• Have you provided the casino with the requested selfie taken on the street where you live? If so, when exactly did you send it?
• Have all your other identity documents been approved during the KYC process?
• What types of games did you play?
• Has the casino limited the sports betting section as well as the casino section in your account?

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Well, it all starts because during the verification process, when uploading the invoice, I upload an invoice with the address where I currently live. Their problem is that it doesn't match the one on my ID, since the one on my ID is the address where I lived with my parents, and I don't have to renew it until January 10, 2027, to enter the new address. Well, they ask me for an invoice from my old address (the one from my ID card) and a bank statement. I upload everything after uploading four bank statements, a bank statement, and three invoices from my old address. And after that, the biggest problem comes. They ask me for a selfie in front of my current address where the full address appears. And as I've explained 100 times, in Spain, there isn't a sign with the full address on every house or apartment building. The street name is only found on street corners, and the block number is on the block independently. In that selfie, he also asks me to hold my ID in my hand next to a piece of paper with "Hello Betovo." So if I have to take the selfie, I can't hold my ID in one hand next to the paper, because it wouldn't be visible properly. But I'll try. What I don't know how to do is the address, since it's impossible.

Regarding your questions: I've already explained the selfie thing to you, but the rest is theoretically verified, according to the live chat. I've only played sports betting, and they've limited my bets, which isn't a problem anymore. I just want my money back.

Buena, todo empieza porque en el proceso de verificación, al subir la factura, subo una factura con la dirección donde actualmente resido . El problema de ellos es que no coincide con la del documento de identidad, ya que la del documento de identidad es la dirección donde residía con mis padres y hasta el 10-01-2027 no tengo que renovarlo, para poner la nueva dirección. Bueno pues me piden una factura de la dirección antigua( la correspondiente del dni ) y aparte un estado de cuenta. Lo subo todo, despues de subir 4 extractos bancarios, estado de cuenta y 3 facturas de la dirección antigua,y despues de eso, viene el problema mayor. Me piden un selfie frente a mi dirección actual donde aparezca la dirección completa, y como les he explicado 100 veces, en España, no hay un cartel con la dirección completa en cada casa o bloque de piso. Que el nombre de la calle solo se encuentra en las esquinas de las calles, y el numero del bloque esta en el bloque independientemente. Tambien en ese selfie, me pide que mantenga el dni en la mano junto a un papel con " Hola Betovo". Por lo cual si tengo que hacerme el selfie, no puedo sujetar con una mano el Dni junto al papel, porque no se vería bien. Pero bueno intentaré hacerlo, lo que no se como hacer es lo de la dirección, ya que es imposible.

Respecto a tus preguntas: Lo del selfie ya te lo he explicado, luego lo demas en teoria y segun el chat en vivo esta verificado. Solo he jugado a apuestas deportivas, y me han limitado, que ya no es problema, solo quiero recuperar el dinero.

Thank you for the explanation.

• Did you try to send two separate selfies to the casino (for example, one showing the street sign and another showing the building number), while holding your ID and the note? If you did, what did the casino say about that?
• Did the casino provide any specific instructions or examples on how the selfie should look, given the local limitations in Spain?

Dear Tonisanchezb,

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.

Hi, I sent a photo of the mailbox with my address, my own address, plus my ID, plus a little note saying "Hello Betovo" and the date. I'm currently waiting for a reply from them. If I have any updates in the next few days, I'll let you know. But it seems like it's going to take a while. I haven't heard back since Thursday.

Buenas, he mandado una foto con mi dirección del buzón, mia con la dirección, mas dni mas un cartelito que indicaba hola betovo y la fecha del día. De momento estoy a la espera de contestación por parte de ellos. Si tengo una novedad en estos días te contaré.. pero parece que va pa largo, desde el jueves no he tenido respuesta

Please forward me the communication between you and the casino regarding the verification of your account, along with the documents you sent to the casino, to veronika.f@casino.guru. Thank you for your cooperation.

HELLO, Initially, they've told me everything is correct. I've made the first withdrawal and I'm waiting to receive it. I'll wait a few days and let you know how everything went.

BUENAS, En principio me han contestado, que todo esta correcto. He realizado la primera retirada, y estoy a la espera de recibirla. ESPERO varios dias y te comento como ha ido todo.

I'm glad to hear that your account has now been verified.

Please keep in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by a high volume of withdrawal requests, an investigation of the gameplay, or some external factors caused by the payment provider. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Dear Tonisanchezb,

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.