Stuck in an endless loop with KYC with no support assistance

Dear AskGamblers Team,

I would like to file a complaint against Betinia Casino regarding my account verification process.

Betinia has repeatedly requested verification documents from me, which I have submitted according to their instructions. However, despite providing all required documentation, my account remains unverified. Furthermore, their verification page now shows an “unknown error” and no longer allows me to upload any new documents. The support team has not replied to my inquiries through chat or email.

Here is the full verification process as it unfolded:

Identity verification:

– I submitted my government-issued ID.

– Status: Approved

Residence verification:

– I provided a recent bank statement.

– Status: Approved

E-wallet ownership verification:

– I submitted screenshots from my MiFinity account, proving ownership.

– Status: Approved

After all these verifications were completed, Betinia requested full transaction statements from my MiFinity account. However, there are two major issues:

My MiFinity account was opened in September, so there are no transactions before that (August data simply does not exist).

The casino’s upload page is malfunctioning, displaying an “unknown error,” which prevents me from submitting the requested statement. Even though I obtained the statement directly from MiFinity’s support by special request, I cannot upload it.

I have tried contacting Betinia’s live chat multiple times, but they are not responding or providing any assistance to resolve this issue.

I kindly ask AskGamblers to intervene and help get my account properly verified so I can continue to withdraw my funds, which is 590 euros in total.

Thank you for your assistance.

Hello.

I made 3 withdrawal requests of USD 500 on days 2,3 and 4 of August.

I received in my Neteller account only 2 of them, but I received the mail of the withdrawal completion of the 3 requests.

Also, show in the Betinia account that the 3 requests are completed. I contacted the chat several times, and the only answer was that they should check with the payment provider. But I dont have my money.

Can u help me, please?

I have attached my Neteller statement and the screenshot of the Betinia account withdrawal status.

Greetings. I have problems with the verification of my account that I have not been able to solve for about a month. They demanded a huge number of different documents and evidence from me, and even the same ones several times. I gladly sent all the requested information and also uploaded it in my personal account. After uploading each document, the status appeared that the document was currently pending approval and after a while it changed its status to approved or I was additionally asked to upload some document. And for about a week now, all the documents that were uploaded by me have an approved status and no additional documents were required from me. But at the same time, the status of pending verification still hangs at the top; in theory, it should only appear when a document is requested or during verification. When I contacted the chat, I was told that my documents were still being checked and everything should be done within 3 working days. However, to my question, then the status means waiting for approval, which also takes time and after which it changes to approved - they could not explain to me. I also wrote an additional email and asked about the situation - but they didn’t even respond to my last message. Therefore, I decided to bring this problem to light.

On my part, all documents were provided. All documents have been checked and confirmed.

Dear Askgamblers team,

I want to raise an issue against this casino as I am trying to withdraw my funds for the last 40 days but they denied giving some verification statements. I have provided them with all the possible documents that I can. They asked for a bank statement for address proof verification I have provided them too but again they denied to approve the documents. Please tell me how and what from the world documents I should provide them to verify. I have provided them with my electricity bill also which confirms my address what else should I upload?

Dear Askgamblers team I am providing the relevant documents along with this complaint so you can check them and they have also not replied to mails. I need to wait many many days even to get a reply from their end. Please help to get my funds from this casino.

Thanks.

There is no easy way to start this but, I won 8000 euros and I was met with every gambler's worst fear on my first visit to a new gambling website, not being able to withdraw your winnings.

I currently have 8000 euros sitting on my account because the only withdrawal method the site is offering me is 3 banks that do not work in my country! This is truly frustrating and I am not able to make accounts on any of the banks due to this issue. Since my location on Betinia is set to Norway I only get these 3 banks which I have never heard about. I have contacted support on all banks for over 2 weeks with no answers. I have also presented this issue to Betinia multiple times and they are not willing to do anything with the issue. Therefore I concluded to come to Askgamblers as a last resort to the issue.

I hope to hear back from anyone

Sincerely < full name removed >

I am having multiple issues with Bettina casino. At first I was able to deposit thousands of euros without any problems and then when I wanted to withdraw it was not possible. After this I was not able to login without making a deposit. My current balance is 2300e which I would like to withdraw. Also when I was playing roulette I made a 1000e bet on color and I won but instead of winning 2000e I only got my bet back. Another time I was just going to withdraw 5000e, and suddenly the roulette made a bet of 2867.2 which I never did! I contacted the casino about these 2 bets and this was the only time they answered that everything is as it should be without any other information. I have no idea what this bet was and I normally always play with color and even sums. I have contacted customer support numerous times and it seems that other players are having similar problems at least with login and withdrawals.

Their live chat is active but they seem to be very disconnected from other departments and cannot say anything.