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Betsafe Casino - Problems with verification and withdrawal

RESOLVED
Complaint Info
Disputed casino Betsafe Casino
Reason Verification issues
Amount kr 13300
Bembijs1990 Latvia
Posted on April 20, 2020

Hello, I registered in betsafe casino, deposited there 5000nok. I won some money there, now I have on my deposit 13300nok, when I tried to withdraw money back to my bank account, they asked me to verify my profile, so I sent photo of my Id and bank card, they accept that, then they asked utilitie bill, but I don't have utilities bills in Norway with norwegian address, because company is paying for my living here, so I sent them document with my Norwegian D number, which shows my adress, the customer service told me, if I will sent bank document, then i will be verified, So I sent them and next morning i get verified, when I tried to withdraw, they showed me, that it's not possible.. Customer service told that they need my utilitie bill, but I only have utilitie bills with Latvian adress.

Posted on April 21, 2020

My name is Roger and I work as a Betsafe Manager.

I want to start by thanking you for your patience while I reviewed your complaint.

We are always doing our utmost to offer the best online entertainment possible in combination with both a friendly and professional customer service and I appreciate that you have contacted us with your concerns.

I would want to take this last opportunity to clarify that standard verification procedure is part of our due diligence, in line with regulatory requirements, and also clearly mentioned in our terms and conditions which you have agreed to when registering your account. With that said, while I know that this can be a troublesome experience in some particular circumstances, I am grateful for your cooperation and understanding on this, and I do apologise for any bad experience you might have had with us.

Please be informed that I have personally reviewed your query and have now managed to get your proof of address approved, meaning that your gaming account with us is now fully verified. I warmly invite you to login to your profile and request a new withdrawal of outstanding balance, which will then be approved in due time. This means that your account is now fully verified and you can proceed to withdraw without any difficulties or limitations.

I hope this clears up any possible misunderstandings and I wish you a good day forward.

Roger

Betsafe Customer Support Manager

AskGamblers
Posted on April 21, 2020

Dear @Bembijs1990,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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