BetHall Casino - プレイヤーのアカウントは閉鎖されました。

I gambled at Bethal Casino, made a few withdrawals until they limited me and blocked my account. I asked them to pay me the balance that was stuck, then they asked for verification. But I was unsuccessful in verification and support stopped replying to me by email.

Apostei na Bethal Casino, fiz alguns saques até que eles me limitaram, e bloquearam minha conta. Pedi para que eles me pagassem o saldo que ficou preso, então solicitaram a verificação. Mas não tive êxito em verificação e o suporte parou de me responder por e-mail.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you receive any explanation regarding the unsuccessful verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi Kristina, my bets were placed in casinos and sports betting. I can't verify the bank statement, even though I've sent a printout and also the PDF as requested. I didn't use bonuses in my bets.

Olá kristina, minha apostas foram realizadas em cassino e apostas esportivas. Não consigo a verificação do extrato bancário, mesmo já mandei print e também o PDF como solicitado. Não utilizei bônus em minhas apostas.

Thank you very much for your reply. 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.

Yes of course, I've just sent the conversations I had with Bethall support to your e-mail.

Sim com certeza, acabei de enviar as conversas que tive com o suporte da Bethall para seu e-mail.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BetHall Casino representative to join this conversation.

Dear BetHall Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello all,

We kindly inform you that client's account has been closed after administration decision and will remain closed.

Dear, client, you will need to verify your account in order to receive your withdrawals and your balance. If you have any questions regarding the verification and what it needs, do not hesitate to contact us.

Thank you for your cooperation.

Best regards,

Bethall casino team

Dear player,

Have you been able to get in touch with the casino regarding the verification process?

Hi Mirka, yes, I have sent all the documents requested for verification. Dear Bethall, I will send you the documents again, please review them and complete the verification, thank you.

Olá Mirka, sim já enviei todos os documentos que foram pedidos para a verificação. Cara Bethall estarei enviando novamente os documentos, peço por gentileza que revejam os mesmos e que seja concluído a verificação, obrigada.

Dear BetHall Casino,

Would you be able to provide us with an update on the player's verification process?

Thank you.

Dear player,

Thank you for waiting.

After information that we had from the relevant team, we ask you to kindly provide us ID with CPF visible or CPF card and also Bank statement for August in original PDF file.

Thank you for your cooperation on the matter.

Best regards,

BetHall casino team

Hello, as requested I have sent my CPF and the August statement

Olá, como solicitado fiz o envio de meu CPF e o extrato de Agosto

Dear BetHall Casino,

Could you please provide us with a update on the player's verification process?

Thank you.

Dear player,

Thank you for your reply and patience.

Please be informed that your documents are currently checked by the relevant department.

We will contact you as soon as possible with further updates.

We thank you for your patience and understanding.

Best regards,

BetHall casino team

Dear player,

Thank you for your patience.

Our KYC team has already reviewed the documents provided, however the transaction report (TRX) you submitted appears to be modified by a program or application. To proceed, we kindly ask you to upload the original TRX for August in PDF format, downloaded directly from your bank or platform.

Please ensure the file is not opened or edited before sending it to us, as this can cause system errors and prevent verification.

In addition, we still require a valid ID with CPF or a CPF card to complete your account verification.

Once you upload these documents via e-mail in their original form, we will be able to continue with the verification process.

Thank you for your understanding and cooperation.

Kind regards,

BetHall casino team

Dear player,

Please provide the casino with the requested originals, and forward me the communication with submitted documents to miroslava.d@casino.guru for review.

Thank you.

Hi Mirka, I've emailed the documents to Bethall support and also to you.

Olá Mirka, enviei via e-mail os documentos para o suporte da Bethall e também para você.

Dear player,

After relevant team checked the requested documents, we would like to inform you that the same documents have been already rejected in the past.

We will need please 1) Identity document with CPF visible or CPF card, and 2) Transaction history for the whole period of August in original non-modified pdf file.

Thank you again for your understanding.

Kind regards,

BetHall casino team

Dear Vanessa19,

We have reasonable grounds to believe, the transaction history you sent us has been modified. Please note, only original, unedited documents can be accepted by online casinos during verification process, and it is considered a serious breach of terms and conditions to provide edited documents.

Please provide the casino with the document as downloaded straight from your bank's interface, and please forward them to my email also.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the original documents in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I've sent the required documentation. They told me to log in to my player account and do the verification from within the site, but I can't do it because my account is blocked.

Olá, enviei a documentação exigida. E me disseram pra entrar na minha conta de jogador(a) e fazer a verificação pelo dentro do site, mas eu não consigo fazer isso pois minha conta se encontra bloqueada.

Dear Vanessa19,

Thank you for the information provided.

You may kindly send us an e-mail with the Transaction history of August in pdf form and not modified as long as your account is indeed closed and is not possible to provide it through your account.

Thank you for your cooperation.

Best regards,

BetHall Casino Team

Dear BetHall Casino,

Could you please provide us with a update on the player's verification process?

Dear Vanessa19,

Thank you for your recent submission.

After reviewing the documents provided, our KYC department has informed us that the transaction history you submitted appears to have been modified and cannot be accepted in its current form.

To proceed with your verification, we kindly ask you to provide the original, unedited transaction history (TRX) for the month of August in PDF format, exactly as issued by your bank or payment provider.

Once we receive the required document, we will continue with the verification process as quickly as possible.

Thank you for your cooperation and understanding.

Kind regards,

BetHall Casino Team

Hello, Unfortunately I will be robbed by Bethall, I have already requested the bank statement several times and sent it to Bethall for verification, and the support insists on saying that the document is not original, and what should I do? tell the bank that a bookmaker is not accepting the bank statement because they say it is false? It's easy for a bookmaker like BETHALL to say that something isn't right just to avoid paying out winnings to customers like me, because what they (Bethall) only want is losing customers. Bethall just pay what you owe me and clear your name as a non-payer. Thank you

Olá, Infelizmente serei roubada pela Bethall, já solicitei várias vezes o extrato pro banco e enviei para a Bethall fazer verificação, e o suporte insiste em dizer que o documento não é original, e eu devo fazer o quê? falar para o banco que uma casa de apostas não está aceitando o extrato bancário pois dizem que o mesmo é falso ? É fácil uma casa de apostas como A BETHALL dizer que algo não está certo apenas para não pagar os ganhos de clientes como eu, pois o que eles (Bethall) apenas que é clientes perdedores. Bethall apenas pague o que me deve e limpe seu nome de não pagador. Obrigada

Dear Bethall Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

Could you kindly provide us the 8-digit number in order to be able to locate your e-mail?

Thank you for your cooperation.

Best regards,

Bethall Casino Team

Dear Bethall Casino,

I sent you email on 18th December to email you use for communication in the thread from miroslava.d@casino.guru. Please check your inbox. If you are unable to find it, could you please specify, what you mean by the 8-digit number?

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.

Dear Mirka,

Thank you for your patience.

We would like to kindly inform you that this number is a reference number that you receive after you send us an e-mail.

Thank you so much for your cooperation!

Kind regards,

BetHall Casino Team

Dear Mirka,

We inform you that we have successfully received your e-mail. We are checking on your queries and we will have updates as soon as possible.

We really thank all parts for your patience and understanding!

Best regards,

Bethall Casino Team

Dear Vanessa19,

I've received following information from the casino:

Our KYC department has reviewed the documentation submitted thus far; however, the required transaction history for the month of August has not yet been provided in an acceptable format.

 

To proceed with the verification, we require the document to be the original PDF file exported directly from the banking or payment provider's platform.

If you believe you submitted the document on the abovementioned format, please send me a screen recording, where it would be visible, how you are downloading the document from the banking software, and the document itself.

Thank you.

Hi Mirka, I've done what you suggested and taken screenshots within the banking app, I'll send them here and also to your e-mail.

Olá Mirka, fiz o que me sugeriu e tirei print dentro do aplicativo bancário, irei mandá-los aqui e também para seu e-mail.

Dear Vanessa19,

Just to clarify, screen recording is a video version of a screenshot. It is important for us to see the whole process, since we are while trying to prove, that the document you are submitted is an unedited original.

We are extending the timer by 7 days. Thank you for your understanding.

We regret to inform you that, due to the lack of cooperation from the player in regards to providing evidence 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,

Mirka Dubasova

Casino.Guru