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Betzest Casino - Betzest is making verification of my account impossible

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Betzest Casino
Afolashade Nigeria
Publicado el 22 de marzo de 2021

Could I get help from here regarding my verification process on Betzest? My phone number can't be verified as they claim they can't reach me when trying to call it, but on a previous encounter via their live chat they requested another number which I gave them. Then they said the same thing about not getting through to me but it later went through after much pestering on them to try to reach me, she asked for security questions which I answered all correctly and they said they would relay my messages to their finance team.

What is more than strange and suspicious is that they are saying they can only call me on the number I provided via email. That comes after they already called to that another number THEY suggested we should try. I have been called from out of the country (Nigeria) multiple times by my friends all over the world on same days they claim they can't get through and even provided them with proof that my mobile number is working perfectly. They suggested to contact my phone operator which I did and they told me everything is normal and calls abroad should work normally (as they have from my friends).

Also they have requested 3 months bank statements which I delivered immediately but those statements don't include postal code which my bank also confirmed is the case as I asked it from them. I had to go to the bank to get a reference letter that confirms my accounts postal code so I can send it to Betzest (which includes their current address) but they still didn't approve it at first place. Actually I don't know what the situation with that is at the moment as now the problem is with getting that phone call from them.

This has been going on for already like 1 and a half month and feels like they are only bullying me coming up with different requirements after another to get my account verified.

You can call me too so you could prove them wrong that my phone cannot be reached. I've told them to call at least dozen times and every time they claim they can't reach me. Then I tell my friends from abroad to try to call me and everything works like it should do.

I attach you couple of chats with them so you can see how it goes every time I try to contact them. And also there is my bank account statement where you see that postal code is not visible and also not available so I went to my bank to get a signed reference letter for them.

As a casino I don't have any complaints about them but this verification process has made me so stressed out.

Publicado el 24 de marzo de 2021

Dear Madam,

We are sorry for the inconvenience.

This is a sportsbook case but nevertheless i investigated it right away.

It seems that you were first registered from Finland at our site, and after a document was asked, you presented a Nigerian passport. Since your Passport was from a different country you were registered, and we have to make sure that a member of Betzest is a legal resident of the country from which he is playing, our finance team asked for a residence permit, which you didn't provide, but instead you presented an attestation from your school.

On your emails you explained that you were in Finland for a short time and you would return to Nigeria soon. You were offered the possibility to correct your information by providing proper and legal Nigerian documents: utility bill/ bank statement and a new Nigerian phone number.

When our staff tried to reach you multiple times through the phone number you had declared it was proven impossible, i repeat, through multiple attempts.

Moreover, in order to verify the address, our team asked for a utility bill or a statement from the bank, but in which there was missing info, and as you might know, we operate our very strict rules and regulations from MGA, and it's in our own risk to accept incomplete KYC documents. It was provided another document from the bank after that confirmed the zip code, but it's not in the authority of the Nigerian Bank to confirm your present address, but rather of a Nigerian institution like utility providers or the municipality.

All these factors mentioned above aroused suspicion to our team members and to put it shortly, in order for the KYC to be approved we need to verify your address from a legit and verifiable Nigerian institution, your ZIP code included.

Your funds are safe with us, and we assure you that as soon as we will receive this information, they will be released immediately.

Kind Regards

Casino Manager

Afolashade Nigeria
Publicado el 24 de marzo de 2021

Hello and thank you for your reply. Can AskGamblers verify my number calling me as it seems something strange is going on with your ability to reach my phone? Here's the number <phone number removed> and I'm by the phone all the time.


Also can you suggest what document I can deliver as I don't have any utility bills under my name?

Publicado el 24 de marzo de 2021

Dear Madam,

Regarding the number, we confirmed it again that wasn't possible to get in touch with you through it.

Since you can't provide an utility bill, any kind of official document released by the Nigerian state administration or your municipality that attests your current address and Zip Code will serve at the purpose.

As soon as this document arrives, your account will be verified immediately and your funds will be released for WD.

Thank you

Kind Regards

Afolashade Nigeria
Publicado el 24 de marzo de 2021

Hi,

Do you accept National Identification Number Slip (NINS) as it shows my address but it's not utility bill? It's an official Nigerian identity document.

Publicado el 24 de marzo de 2021

Dear Madam,

As we had previously dealt with this type of document, it's impossible for us to prove its authenticity.

It has no signatures, stamps or barcode whatsoever.

Furthermore this document it's not on the list of our T&C's required documents.

We need a verifiable and traceable document as we explained earlier.

Thank you

Kind regards

Casino Manager

Afolashade Nigeria
Publicado el 24 de marzo de 2021

Hi again,

How does that differ from utility bill which doesn't also have signatures? Only that it's official document like my bank statements.

Also here in Nigeria buying water or gas is totally different as I go to the store and buy it, I don't get any bill, just a receipt. So do you want me to take electricity under my name for like a month so I can get you a document which might not have that postal code either as my friends told they don't have it. Maybe there are different companies where I can ask from who does have postal code in their bills.

As you can see this is really ridicilous as you don't accept anything that are normal documents and I'm running out of ideas what can I send you other than taking electricity under my name. Would you help me paying that bill too?

Publicado el 27 de marzo de 2021

Dear Madam,

As mentioned earlier we are heavily monitored and regulated by MGA, therefore we need to be strict and we can't verify an account without the proper documentation.

We repeat, as soon as the proper document that attests your address and ZIP code arrives, your account will be verified immediately and your funds will be released for WD.

Thank you

Kind Regards

Casino Manager

AskGamblers
Publicado el 27 de marzo de 2021

Dear @Afolashade,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Betzest Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Afolashade Nigeria
Publicado el 28 de marzo de 2021

Hi,

I have contacted IBEDC (electricity company) that they would change electricity bill under my name. I also asked if they have postal code in their bill and they do so I will send it immediately when then send me one.

Publicado el 29 de marzo de 2021

Dear Madam,

Thank you for cooperation.

We will be waiting for the document.

Thank you

Kind Regards

Casino Manager

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