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

I registered at this casino and before I started playing and depositing I went to the chat to ask how I could verify my identity. The staff told me that there was no need to do kyc. I deposited and played as normal and made a request for around €550. The casino immediately canceled the withdrawal and asked me for several documents to verify it. They also said that if I sent them all the documents the verification would be completed in 1 hour. I've sent all the documents, it's been a day and there's still no reply. My account, which supposedly didn't need to be verified, remains unverified and they won't let me withdraw my money.

Fiz o registo neste casino e antes de começar a jogar e depositar fui ao chat perguntar como poderia fazer verificação de identidade. A equipa disse me que nao havia necessidade de fazer kyc. Depositei e joguei normalmente e fiz um pedido de cerca de 550€. Nesse momento o casino cancelou imediatamente o mesmo levantamento e pediu me vários documentos para fazer a verificação. Disseram ainda que se enviasse todos os documentos que a verificação estariam concluída em 1 hora. Enviei toda a documentação, já passou 1 dia e continua sem qualquer resposta. A minha conta que supostamente não era preciso verificar, continua por verificar e não me deixam levantar o meu dinheiro.

Dear Canutinho,

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

Therefore, I would recommend that you give it a few more days so that the casino has enough time to review your documents and mark your account as verified. If there is no development within a week, please get back to us and we will intervene.

Thank you in advance for your reply.

Best regards,

Kristina

Now I get an email saying that my account has been closed for having multiple accounts, which is completely untrue! This was the first time I created an account at bets.io and played there. Customer support gives me no answer as to how I have multiple accounts and they took my 609$. This is a disgrace. I bet they don't say anything to me now, but when you ask for proof they will falsify some information and thus ensure that they keep my funds.

Could you please let me know which license the casino operates under so I can take direct action against their license operator?

Agora recebo um email a informar que a minha conta tinha sido fechado por ter múltiplas contas o que é completamente mentira! Está foi a primeira vez que eu criei uma conta na bets.io e que lá joguei. O apoio ao cliente não me dá qualquer resposta sobre como é que eu tenho múltiplas contas e ficaram com os meus 609$. Isto é uma vergonha. Aposto que agora eles a mim não me dizem nada, mas quando vocês pedirem provas eles vão falsificar algumas informações e desse modo garantir que ficam com os meus fundos.

Será possível me informar qual a licença sob a qual o casino opera para eu poder atuar diretamente sobre o seu operador de licença ?

This was the answer I got when I asked them to explain how I had two accounts... and they didn't even bother to tell me which double account I had, which email, nothing... and do you know why? Because this is false... so their system says I have a double account and there's no further investigation? They just close the account? They asked me for kyc and I sent them everything. ID card, proof of address, selfie and even proof of deposit. And what do they do? They close my account for no reason and don't even provide proof of what they're claiming.

Está foi a resposta que recebi quando pedi explicações e que me explicassem como é que eu tinha duas contas.. e nem se deram ao trabalho de me dizer que conta dupla tinha, qual email, nada.. e sabem porque ? Porque isto é falso.. então o sistema deles diz que eu tenho uma conta dupla e não há mais nenhuma investigação ? Apenas fecham a conta ? Eles pediram me kyc e eu enviei tudo direito. Cartão de cidadão, comprovativo de morada, selfie e até mesmo comprovativo de depósito. E o que é que eles fazem ? Fecham a minha conta sem motivo e nem dão provas do que alegam ..

Thank you for your reply, Canutinho. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good morning,

I didn't play with any bonuses, I played with a real balance. It's the first time I've played in this casino and made a withdrawal request.

It's impossible because I live alone. There's no way anyone could have registered with the same IP. The only situation is that there are two casinos, betsio.com and bets.io, which are two different casinos but run by the same team... I made an account at both but they are two different casinos... is this casino dishonest because they say they don't ask for verification and then accuse me of having two accounts? Worse than that, they ask me for all the documentation, I send it and then they close the account saying that the system detected multiple accounts and they don't even show the evidence ? They just close my account. There are dozens of cases just like this casino on trustpilot, for example, and the casino has never cared about its customers.

The conversations I had with the casino by email are already here in our chat. Thank you

Bom dia,

Não joguei com nenhum bónus, joguei com saldo real. Foi a primeira vez que joguei neste casino e que fiz um pedido de levantamento.

É impossível porque eu moro sozinho. Não há como alguém se ter registado com o mesmo IP. Única situação que há é que existem dois casinos , betsio.com e a bets.io , que são dois casinos diferentes mas geridos pela mesma equipa.. eu fiz conta nos dois mas são dois casinos diferentes.. este casino é desonesto porque eles dizem que não pedem verificação e depois acusam-me de ter duas contas ? Pior que isso, pedem me documentação toda , eu envio e a seguir fecham a conta a dizer que o sistema detectou múltiplas contas e nem sequer mostram as provas ? Apenas fecham a minha conta. Há dezenas de casos iguais ao mesmo deste casino no trustpilot por exemplo, e o casino nunca quis saber dos seus clientes.

As conversas que tive com o casino por email já estão aqui na nossa conversa. Obrigado

Kristina, I'll email you all the emails that bets.io sent me, as well as all the se kyc documents they asked for.

Kristina eu envio por email todos os emails que a bets.io me enviou assim como todos os documentos se kyc que eles me pediram

Thank you very much, Canutinho, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Canutinho for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bets.io Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Thank you Peter for your reply. I would like to take this opportunity to ask the casino, instead of just saying that their system has detected a multiple account, to show proof here publicly that I have two accounts, because that is impossible. As I've already mentioned, what I have is an account at two casinos run by the same management, betsio.com and bets.io, but as you know they are two different casinos. This is the only explanation for their "system" having detected a multiple account.

checking other sites like trustpilot you can see dozens of cases like mine where the casino first says it doesn't ask for kyc and then closes customers' accounts for suspected multiple accounts without giving any justification.

Can the casino guru tell me which license this casino has? Because I want to talk directly to their license provider because this casino will not take my money ! Thank you

Obrigado Peter pela sua resposta. Aproveito para pedir ao cassino para invés de apenas dizer que o sistema deles detetou uma conta múltipla, que mostre provas aqui publicamente em como eu tenho duas contas, porque isso é impossível. Tal como já referi o que eu tenho é uma conta em dois casinos da mesma gerência, betsio.com e na bets.io mas como vocês sabem são dois casinos diferentes. Esta é a única explicação para o "sistema" deles ter detetado uma conta múltipla.

verificando em outros páginas como a trustpilot é possível ver dezenas de casos como o meu em que o casino primeiro diz que não pede kyc e que depois fecha as contas dos clientes por suspeita conta múltipla sem dar qualquer tipo de justificação.

sera possível o casino guru me informar qual é a licença que este casino tem ? Porque eu quero falar diretamente com o provedor de licença deles porque este casino não vai ficar com os meu dinheiro ! Obrigado

It seems that no representative of the casino will answer, doesn't it? When there is no justification for what they have done to me and no real proof, they don't respond... I still want the 609 USDT that was stolen from me by this casino. I appreciate the casino guru's help in not trying to resolve this situation and I hope that this case will be brought to justice.

Parece que nenhum representante do casino vai responder não é? Quando não há justificação para aquilo que me fizeram e não tem provas verdadeiras não respondem .. continuo a querer os 609 USDT que me foram roubados por este casino. Agradeço a ajuda do casino guru não tentativa de resolução desta situação e espero que este caso o seja chamado à razão.

Thank you for the update Bets.io Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Once again this casino sends an answer without providing any proof... I was accused of having multiple accounts and to this day this casino has never proved that I actually had multiple accounts. It's also a casino that at the same time says it's not necessary to kyc, but then asks for verification and even though I sent all the documents it closes the account with all the money there and without showing any proof.

Mais uma vez este casino envia uma resposta sem fornecer qualquer provas.. fui acaso de ter conta múltipla e até hoje este casino nunca provou que eu tinha efetivamente múltiplas contas. É também um casino que ao mesmo tempo diz que não é necessário kyc, mas depois pede verificação e mesmo eu enviando todos os documentos fecha a conta com todo o dinheiro lá e sem mostrar quaisquer provas.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This casino won't send any proofs because they don't exist! Is that why they say they can't send proof for privacy reasons? This casino just closes accounts and lies about players having multiple accounts. I only regret registering at this casino because I saw that they had a security rating of 8/10 here at guru casino

Este casino não vai enviar nenhumas provas porque elas não existem!! É por isso que eles dizem que não podem enviar as provas por questões de privacidade ?? Nem a mim me mostraram as provas .. este casino apenas fecha contas e mente a dizer que os jogadores têm contas múltiplas. Só tenho pena de me ter registado neste casino por ter visto que eles tinham uma nota de segurança de 8/10 aqui no casino guru

Dear Peter, I have sent you the necessary evidence by e-mail. I am waiting for your decision on this issue.

Hello Canutinho,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing me with the information Bets.io Casino representative. I have responded to your email and requested further clarification. I await your response. Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This casino has been delaying answers for almost 2 months because they know they have no proof to back up what they say. They closed the account illegally and have to pay me back my money.

Este casino está há quase 2 meses a adiar as respostas porque sabe que não tem provas para comprovar aquilo que dizem. Fecharam a conta de forma ilegal e tem que me pagar o meu dinheiro.

Dear Peter, we have sent all the information to your email address. Unfortunately, we have not received a response. I have sent you the letter again.

Thank you for the update. It seems the email did not go through by my own mistake. I have sent it once again, and I await your response!

Dear Canutinho, I will keep you updated about any new developments. Thank you for your patience during this time!

Good afternoon, I'm still waiting, it's clear that the casino has no way of proving the double account because I've never had two accounts! It's been 2 months and I just hope that at least I'll be proven right and that this casino's rating will be damaged.

Boa tarde, continuo a aguardar, está mais do que visto que o casino não tem como provar a dupla conta porque eu nunca tive duas contas ! Já passaram 2 meses e só espero que pelo menos me seja dada razão e que a classificação deste casino seja prejudicada.

Thank you for providing me with the information Bets.io Casino representative.

Dear Canutinho, the casino has presented us with evidence that raises serious concerns regarding the validity of your account. It is an industry standard that each player is permitted to operate only one account and must exclusively use their own funds for gameplay.

Based on the information provided, your actions clearly violate this established policy. In light of this, we find the steps taken by the casino to be justified under the circumstances.

As a result, your complaint will now be rejected. We appreciate your understanding and cooperation in this matter.

Kind regards,

Peter