BETANDYOU Casino - プレイヤーは出金手続きにおいて本人確認の遅延に直面している。

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Dear AnatolijsZ,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for providing the screenshot as well — I can see that the casino is requesting a specific type of verification photo, including your face, ID, and an open communication with their Security Department visible in the same image. While this may seem unusual, such requests can sometimes be part of enhanced verification procedures.

In order for us to better understand the situation and assess whether these requests are reasonable or excessive, I would like to kindly ask you to clarify a few points:

• Have you already provided the requested selfie with your ID, as described by the casino? If yes, how many times have you submitted it?
• Did the casino specify what exactly was wrong with your previous submissions (e.g., quality, missing details, not meeting requirements)?
• Could you please share the full communication with the casino’s security team, especially any emails or messages where they explain their requirements? You can upload them here or forward them to petronela.k@casino.guru.
• Lastly, have you successfully completed verification with this casino in the past, or is this your first withdrawal attempt?

These details will help us determine whether the verification process is being handled fairly or if there are unnecessary delays.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

I've already sent all the photos, and yesterday morning at 5:00 AM I also sent the utility bill. I'm currently waiting for account verification. Initially, I was allowed to withdraw 150 euros.

Я уже отправил все фотографии, а вчера утром v 05:00 также отправил счёт за коммунальные услуги. Сейчас жду верификацию аккаунта. В начале мне разрешили вывести 150 евро.

I'm waiting for a response from them.

Жду ответа от них

Dear AnatolijsZ,

Your case has been reviewed. The requested documents have now been submitted and are currently under review by our Security team.

At this stage, no further action is required from your side. Please allow some time for the verification process to be completed — you will be informed via email once it is finalized.

Thank you for your patience.

BetAndYou Team

Let's see how this ends, let's wait."

Посмотрим, чем это закончится, подождём.»

Update on the BetAndYou situation.

Verification was successfully completed, but withdrawals are still not possible. When attempting a withdrawal, the request is initially processed, but then the funds are returned to the account balance without explanation.

The support service does not provide

The support service does not provide a specific answer and does not solve the problem.

Betandyou.

Обновление по ситуации с BetAndYou.

Верификация была успешно пройдена, однако вывести средства до сих пор не удаётся. При попытке вывода заявка сначала обрабатывается, но затем деньги возвращаются обратно на баланс без объяснения причин.

Служба поддержки не даёт

Служба поддержки не даёт конкретного ответа и не решает проблему.

Betandyou.

Dear player,

We have reviewed your case.

The issue occurs because the withdrawal request is being made using a different payment method than the one used for your deposit. According to our payment procedures, withdrawals can only be processed using the same method that was originally used to fund your account.

When a different method is selected, the system automatically cancels the request and returns the funds to your balance.

Please submit your withdrawal again using the same payment method as your deposit, and it should be processed correctly.

BetAndYou Team

The money was deposited using the Mastercard option!

But you don't offer that option anymore!

Now you offer to top up your account using Mastercard, but you don’t offer withdrawals!

What is the other option then?

I tried using SEPA: you confirm the transaction and then cancel it after 10 minutes.

Betandyou

Деньги были внесены с использованием опции Mastercard!

Но вы больше не предлагаете такую возможность!

Теперь вы предлагаете пополнять счёт с помощью Mastercard, но не предлагаете вывод средств!

Какой тогда есть другой вариант?

попробовал использовать SEPA: вы подтверждаете операцию, а через 10 минут её отменяете.

Betandyou

Dear player,

We have reviewed your case and identified the reason for the withdrawal issue.

You are currently entering a card number instead of an IBAN when submitting your SEPA withdrawal request. Please note that SEPA transfers require a valid IBAN that follows the correct international format (country code + control digits + account number).

As a result, the system cannot process your request correctly and returns the funds to your balance.

At the moment, withdrawals to cards in your region may be limited, so we recommend proceeding with SEPA withdrawal using a correct IBAN.

If you are unsure where to find your IBAN, please check your banking app (Revolut provides it) or contact your bank for assistance.

BetAndYou Team

Just tried it - the system won't let me make a payment.

Betandyou

Только что попробовал — система не позволяет выполнить выплату.

Betandyou

Dear player,

To proceed with a SEPA withdrawal, please make sure you enter a valid IBAN (not a card number), as required for bank transfers.

Additionally, before using SEPA, you will need to contact our Security team to verify and confirm your bank details. Once your IBAN is approved, you will be able to submit the withdrawal request successfully.

We fully understand that this process may take some time, and we truly appreciate your patience , all these steps are in place to ensure the safety and security of your funds.

Thank you for your understanding.

BetAndYou Team

Hi AnatolijsZ,

Please accept my apologies for the delayed reply, and thank you for your patience.

I have reviewed the latest updates, including the communication with the casino. From what I can see, the issue now seems to be related to the withdrawal method and the requirement to use a valid IBAN for SEPA transfers, as well as the need to have your bank details approved by their Security team.

Before we proceed further, I would like to ask if there have been any new developments since your last message.

• Were you able to successfully submit a withdrawal using a correct IBAN?
• Have you already contacted the Security team to verify your bank details, as suggested by the casino?

Thank you in advance.

Dear AnatolijsZ,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru