Betovo Casino - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

Hi, I'm new to sportsbetting and thought I'd found a cool site to play on called Betovo. I got lucky on my first few bets of a bonus and got my balance up quite high, eventually completing the rollover (with the 75$ bit minimums...). Seemed legit and like a good site so didnt expect much issue with kyc but when i attempted I submitted the documents requested (Identity including drivers license and proof of address). Upon manual review of the documents during the automated process (idenfy is the processor), they claim that the information does not match on the utility bill and my ID. The information matches. I live in an apartment and the way the address is listed appears slightly differently for example my ID says as an example 201-12 Nelson St., and the proof of address lists it as 12 Nelson St. Suite 201. I have no control over how the information appears but it both clearly shows the same address as far as I'm concerned. The only other discrepency is it shows my middle name on my ID document and not the bank statement.

This is absolutely predatory, and others should be made aware.

Thank you

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

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot showing the personal details entered in your casino account?
• Could you also kindly forward me the documents you submitted to the casino for verification? My email address is veronika.f@casino.guru.
• Have you contacted customer support via email or live chat to explain the discrepancies between the information in your casino account and the details shown on your documents? If so, what response did you receive? Please forward me this communication as well.
• Have any of your documents been successfully reviewed and approved as part of the KYC process?
• Which of your documents are still pending verification 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

Dear melileb8,

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,
Veronika
Casino.Guru