b-Bets Casino - Вывод средств игрока был задержан из-за проблем с проверкой аккаунта.

B-Bets casino is using a dirty and unethical strategy to avoid paying me the amount I won playing at the online casino.

Let me explain: They requested several documents as proof of identity; such as: proof of residence, identity card, proof of account in virtual wallets such as Neteller and Astropay, etc. All the requested documents were delivered correctly.

It turns out that among the requested documents is one with the following characteristics: "3) Recent bank account statement of the bank account to which the payout has been requested. The bank account statement may not be older than 2 months and must visibly display the date of the statement, first and last name, current address as entered into the player account, and IBAN. A payout cannot be made or may significantly be delayed if such a verification document cannot be provided."

I provided the document as requested, but it was still refused by B-Bets casino.

I went in person to the bank branch where I have my checking account (Bank Branch of Banco do Brasil SA in the city of Paraíso do Sul, state of Rio Grande do Sul, BRAZIL) and personally asked the company manager to provide me with the document. The manager not only provided the document, but also filled in the date I was at the branch in his own handwriting and, as a courtesy and guarantee, stamped it with the institution's official stamp and signed the document in his own handwriting.

To my complete surprise, B-Bets still refused the document, claiming it was a screenshot (when in fact what I sent was a photo of the document generated inside the physical headquarters of the bank branch where I have an account and signed and stamped by the manager).

ACORDING TO MY BANK MANAGER IT IS COMPLETELY IMPOSSIBLE TO GENERATE A DOCUMENT WITH A LEVEL OF DETAIL HIGHER THAN THE ONE I WAS PROVIDED WITH.

Not accepting a document like this as proof of bank account is solely and exclusively bad faith on the part of the B-Bets casino. A dirty tactic to avoid having to pay a customer who played on the site correctly and honestly.

I am attaching the document I referred to in this complaint to this complaint. So that everyone can see its legitimacy.

I have an account at several online casinos regulated by Malta and none of them have ever asked me for a document with such a level of detail that it would be impossible to obtain. The argument that this document is a requirement of the regulatory authority is a lie, because if that were the case, all the other casinos regulated by Malta where I have played and won would do the same. This has never happened at any other casino regulated by Malta.

I await justice.

Dear Pablohenriques,

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.

• Do I understand correctly that verifying your bank statement seems to be the only issue here?
• Has the casino approved the rest of your documents?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

"Do I understand correctly that verifying your bank statement seems to be the only issue here?

Has the casino approved the rest of your documents?"

Yes, it seems to me that all other documents were accepted.

"None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process."

But I'm not asking them to be lenient with me. I'm just asking them to be honest and not ask me to produce a document that my own bank manager said was impossible to produce.

As you can see from the file attached to this complaint, my bank statement is completely complete.

And as I said, I have accounts at dozens of regulated online casinos in Malta, I've gone through the KYC process at countless of them and never, ever, has anyone else asked me for a document that had such strict rules.

Thank you very much for your reply, Pablohenriques. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have just sent the email exchange between me and B-bets to the email address mentioned. The email title is "Casino Guru Complaint pablohenriques vs B-bets"

The email was sent on October 22nd at 05:51 (Central European Time (CET)).

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

I would now like to ask b-Bets Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of b-Bets Casino. We received the following message:

Hello all,

We apologise for delay in response on this case.

After detailed overview from our end, we would like to provide further explanations about the case.

As players verification process requires bank statement document as a proof of bank account ownership, one of the main requirement in connection to this document is that the document should not be older than 2 months.

Based on documents that we have received from player so far, the requirement of document being issued within the last two months was not met.

First version of the document that we received had an issue date of 14/05/2020, due to which a request was sent to player to provide us with a recent version. 

The latest version of the document which we received from player was missing few details. While the first version of the document contained issue date and time, the latest version of the document was missing this indication. Date of 09/10/2024 was handwritten on paper, which unfortunately cannot be viewed as credible since it allows that any kind of date could be written and it is unlikely that the bank would issue a document without an official date stamp, which was included on the document from 2020. Additionally, comparing the latest version with first version of the document that we received, the stamp on document does not look like an official bank stamp.

Based on the latest received document, we cannot complete the verification process until we receive a document that would meet requested requirements.

We understand that process may be a hustle at times, however need to comply with the relevant regulations that are in place to avoid any attempts of fraud and at the same time, this ensures all benefits that players have by playing in regulated casino.

Kind regards,

b-Bets Complaints Team

Dear Pablohenriques,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Pablohenriques. We received the following message:

I had a problem with my email inbox and that's why I hadn't seen the previous message requesting a response from me.

B-bets is using the lack of a document as an excuse to avoid paying me, which I have explained in a thousand different ways that I can't get.

Based on the response from Casino B-bets above, they are accusing me of having falsified a document. Let's see what B-bets argues: "It is unlikely that the bank would issue a document without an official date stamp, which was included in the 2020 document. Furthermore, comparing the most recent version with the first version of the document we received, the stamp on the document does not look like an official bank stamp."

Forgery of a document is a crime; if Casino B-bets really believes that I falsified the document, then they urgently need to report me to the police, because I am a criminal. If they haven't reported me yet, then they are accomplices in the crime.

I would like to ask this question directly: b-bets believes that I falsified a document, so have I already been reported to the police?

In any country in the world with a minimally serious legislation, imputing a crime in this way is extremely serious, and the B-bets Casino accuses me on a public website of having committed a crime.

I contacted my bank once again, this time through a public website, where I explained to the bank the situation I am going through; the public complaint on the official channel can be accessed through this link:

https://www.reclameaqui.com.br/banco-do-brasil/ajuda-com-um-problema-diferente_8zU4_C9rGZBMkOXM/

As you can see, I am still waiting for a response from the bank.

What I can assure you is that I am not a document forger, I am not a criminal, and it is very unethical for B-bets casino to go so far as to accuse a customer of an extremely serious crime just to avoid the responsibility of paying out honest winnings from playing at the casino.

Hello Pablohenriques,

Thank you for your message.

We want to clarify that our previous response was not intended as an accusation, but rather a comment on the differences we observed between the older and newer versions of the document provided, which resulted in the document not meeting our requirements.

Our primary goal is to ensure that we are adhering to the required verification processes and that we are sending payments to the rightful account holder.

As KYC is as essential process that helps us verify the identity of our players, we rely on the documents submitted to correctly verify the account, while at the same time we comply with regulatory requirements.

We understand how the situation my come across as frustrating for you, and we appreciate that you have contacted your bank once again. You are more than welcome to contact us through support channel once you have more updates from your end.

Regards,

b-Bets Team

I am happy to know that NOW you admit that you do not have enough elements to say that my document is false.

SO, FOR A MATTER OF LOGIC, YOU NEED TO ACCEPT IT AS LEGITIMATE.

It is clear that the B-bets Casino is acting in bad faith to avoid making the payment.

You publicly admit here that you cannot point out my document as false, but you do not accept it as true.

What would this document of mine be then? A mixture of true and false at the same time? That obviously does not exist, if there are not enough elements to conclude that it is false then it is true.

It is a purely logical question, whoever disagrees with this does so in bad faith and dishonesty.

Regarding the difference between the two versions of the document, there is also great dishonesty on the part of B-bets Casino.

The two documents are almost 3 years apart, so obviously the two documents will not be the same. The employees are no longer the same, the bank's software is no longer the same, even the bank's president has changed in that period of time. So why on earth would the formatting or the stamps on the document not also change in that period?



Hello pablohenriques,

Thank you for your message. 

We would like to assure you that our actions are not intended to be in bad faith, as we have consistently acted transparently and in accordance with our established procedures.

As we’ve mentioned before, the previously provided document didn’t quite meet the necessary requirements for verification. In order to proceed, we simply need the document that aligns with our verification process. This helps us ensure everything is accurate and in order.

We appreciate your understanding and are here to help if you have any questions or need further clarification.

Regards,

b-Bets Team 

Thank you for the update b-Bets Casino representative.

Dear Pablohenriques, I understand your frustration with the situation but I would appreciate if you could provide the requested documents. Now that we have a clear line of dialogue with the casino it should be much easier to determine was is needed to proceed with the case. Thank you in advance for your cooperation!

"but I would be grateful if you could provide the requested documents"

Can you please tell me how I can produce a document that the bank has said IN ALL LETTERS that it won't provide?

What tip would you give me in this situation?

Break into the bank armed with a firearm, kidnap a bank employee and demand this document for ransom?

Here is the bank's response, it is a public response given by the bank's official profile on the largest conflict mediation website in Brazil, don't be lazy, please read the bank's full response before responding to me:

https://www.reclameaqui.com.br/banco-do-brasil/ajuda-com-um-problema-diferente_8zU4_C9rGZBMkOXM/

Go to this link and carefully read the answer given by the bank's official profile, especially the part where they say "The document you need with all the information in a single document requested by the bookmaker is not issued by BB."

I've answered the same thing dozens of times and I feel that there is absolutely no effort on any part to try and understand something simple: "THE INSTITUTION WHERE I HAVE A CURRENT ACCOUNT DOES NOT PROVIDE THIS TYPE OF DOCUMENT REQUESTED".

How difficult is it for everyone to understand this?

THEY DON'T PROVIDE THIS DOCUMENT!!!!!!!!!!!!!!!!

And here for the last time I am posting the public response from the official profile of the banking institution where they state in all letters that they do not provide this document!

THEY

DO NOT

PROVIDE

THAT

DOCUMENT

Once again I am going to write and ask you to read carefully what I have been saying for more than 2 months "THEY DO NOT PROVIDE THIS DOCUMENT".

I'm going to write it a hundred more times to see if maybe you'll understand:

"THEY DON'T PROVIDE THAT DOCUMENT"

"mas agradeceria se você pudesse fornecer os documentos solicitados"

Você pode por favor me dizer de que maneira posso produzir um documento que a instituição bancaria respondeu COM TODAS AS LETRAS que não fornece?

Qual dica você me daria nessa situação?

Invadir a instituição armado com uma arma de fogo, sequestrar algum funcionario do banco e pedir esse documento como resgate?

Aqui está a resposta da instituição bancaria, é uma resposta publica dada pelo perfil oficial da instituição bancaria no maior site de mediação de conflitos do Brasil, não sejam preguiçosos, por favor leiam a resposta completa da instituição bancaria antes de me responderem:

https://www.reclameaqui.com.br/banco-do-brasil/ajuda-com-um-problema-diferente_8zU4_C9rGZBMkOXM/

Entre por esse link e leia com atenção a resposta dada pelo perfil oficial da instituição bancaria, principalmente o trecho onde eles dizem "O documento que precisa com todas as informações em um só documento solicitado pela casa de apostas, não é emitido pelo BB."

Já respondi dezenas de vezes a mesma coisa e sinto que não há absolutamente nunhum esforço de nenhuma parte em tentar compreender algo simples: "A INSTITUIÇÃO ONDE EU TENHO CONTA CORRENTE NÃO FORNECE ESSE TIPO DE DOCUMENTO SOLICITADO"

Qual a dificuldade de todos em compreenderem isso?

ELES NÃO FORNECEM ESSE DOCUMENTO!!!!!!!!!!!!!!!!

E aqui pela ultima vez eu estou postando a resposta publica do perfil oficial da instituição bancaria onde eles afirmam com todas as letras que eles não fornecem esse documento!

ELES

NÃO

FORNECEM

ESSE

DOCUMENTO

Mais uma vez vou escrever e peço que leiam com atenção o que estou a mais de 2 meses dizendo "ELES NÃO FORNECEM ESSE DOCUMENTO"

Vou escrever mais uma centena de vezes pra ver se talvez assim compreendam:

"ELES NÃO FORNECEM ESSE DOCUMENTO"

Thank you for the clarification Pablohenriques, I apologize for the frustration caused by my previous request. While I direct the conversation at the casino I would like to ask you if you have previously tried to lodge a complaint at the casino's regulator as recommended in one of my previous responses. As it is clear we are not moving forward in the resolution and we cannot do much when it comes to issues related to verification the regulator has more tools to help players.

Dear b-Bets Casino representative, as you can see in the bank cannot provide the requested document provided by their response visible here:

https://www.reclameaqui.com.br/banco-do-brasil/ajuda-com-um-problema-diferente_8zU4_C9rGZBMkOXM/

Can you let us know what the player can do in this situation to provide you with a document that aligns with your verification process? Thank you in advance for the clarification!

I've already filed a complaint with the regulatory body and lost the case. I tried to explain the same thing I tried to explain here, but they sided with Casino and accepted Casino B-bets' insinuations that my documents were fake.

That's why I made this public complaint on the Brazilian complaints website requesting a public response from the bank's official profile, where they reply in no uncertain terms that they don't provide the document requested by Casino B-bets.

I have a verified account at dozens of casinos regulated by Malta, I deposit and withdraw funds without any problems from all of them and absolutely none of them require a document like B-bets does. They should warn before the player deposits the money that they ask for such a unique document.

Ja fiz a reclamação no órgão regulador e perdi a causa. Tentei explicar o mesmo que tentei explicar aqui, mas ficaram do lado do Casino, aceitaram as insinuações do Casino B-bets de que meus documentos são falsos.

Por isso fiz essa reclamação pública no site de reclamações brasileiro solicitando uma resposta pública do perfil oficial da instituição bancária onde eles respondem com todas as letras que não fornecem o documento no estilo que é solicitado pelo Casino B-bets.

Tenho conta verificada em dezenas de casinos regulados por Malta, faço depósitos e retiradas de fundos sem problemas de todos eles e absolutamente nenhum deles exige um documento assim como exige B-bets. Eles deveriam avisar antes de o jogador depositar o dinheiro que eles pedem um documento tão singular.

Hello,

As our regulator is obliging us to understand who our customer is, there are not many alternatives that we can offer. 

One alternative that we can suggest in this case would be using a document from a different bank where the player has account ownership.

Other options would be providing a bank document from a current bank where the document is displaying player's name, bank account number or IBAN and date of issue not older than two months. 

We kindly remind player that information on the document cannot be handwritten in any of mentioned cases. 

Regards,

b-Bets Team

Dear Pablohenriques, I am discussing your case internally and I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Pablohenriques, unfortunately even after internal discussion we have not found a way we can assist in this matter directly. We can only advise what the casino has already advised such as using a document from a different bank where you have account ownership. I am sorry I can't be of more help on this occasion.

I have an account with only one other bank. I am trying to produce this document at this institution. However, this may take a little longer than the 6 days I have to respond here at Casinoguru. I hope they can extend this period a little. It is Carnival in Brazil. Almost a whole week with banks closed.

Thank you for the update Pablohenriques, the timer can be extended at any time. It only serves as a reminder that there has not been a response for 7 days. I will of course give you additional time to procure the new documents. Please keep us updated about any new developments. Thank you!

The other bank responded faster than I expected.

Well, let's see what the B-bets casino profile said in its last response here to my complaint:

"One alternative that we can suggest in this case would be using a document from a different bank where the player has account ownership.

Other options would be providing a bank document from a current bank where the document is displaying player's name, bank account number or IBAN and date of issue not older than two months. 

Let's look at the requirements required:

1- document is displaying player's name

2- bank account number or IBAN

3- and date of issue not older than two months. 

Here is an image of the statement containing exactly the information requested. I hope that B-bets will now keep its word and release my balance.

For privacy reasons, I have covered the names of third parties who received transfers from my account in the images.

I need Casino.guru to provide me with a way to privately send the complete document in PDF format without any changes, because as I said before, for privacy reasons I needed to cover some names in the image sent here in the public complaint.

Thank you for the quick response Pablohenriques, we have the option to make the posts in the thread private so they are only visible to the involved parties. Alternatively, you can provide me with the information via my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I've just sent an e-mail to the address with the document attached. I couldn't find a way to send it here because it seems that this topic doesn't accept the PDF format.

The e-mail is entitled "Pablo Henrique vs B-bets Casino".

Acabei de enviar um e-mail para o endereço peter.c@casino.guru com o documento anexado. Não encontrei forma de enviar por aqui pois me parece que esse topico não aceita o formato PDF.

O e-mail possui o titulo "Pablo Henrique vs B-bets Casino"

Thank you for providing me with the document Pablohenriques.

Dear b-Bets Casino representative, will this document be satisfactory to pass the verification procedure? Thank you in advance!

Hello,

as we have not yet received a document from player, we kindly ask Pablohenriques to send the document to our email address (support@b-bets.com), so that verification process can continue.

Thank you in advance for your cooperation!

Regards,

b-Bets Team

I thought that Casino.guru itself would send the document directly. Anyway, I've just sent the document to the requested e-mail address, the title of the e-mail is: Pablo Henrique Bank statement requested on Casino.guru

Eu imaginei que o proprio Casino.guru enviaria o documento diretamente. De todo modo, acabei de enviar o documento para o endereço de e-mail solicitado, o titulo do e-mail é: Pablo Henrique Bank statement requested on Casino.guru

Hello Pablohenriques,

We confirm that we have received your document and are happy to notify you that our team completed the document verification process on your account. Confirmation of this was also sent to you by email.

Kind regards,

b-Bets Team

Thank you very much for the update b-Bets Casino representative.

Dear Pablohenriques, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you for all your help so far!

In fact, my player account is now listed as verified (KYC completed).

I have requested to withdraw the funds from my account.

Now I am waiting for the payment. I hope there are no more obstacles.

Hello Pablohenriques,

Your request for payout was approved from our end. You should receive the amount to your selected payout method in 1 or 2 business days.

Feel free to reach out through our support if you have any additional questions.

Regards,

b-Bets Team