BetBeast Casino - 一般ディスカッション (2ページ)

Update on the case with Tobias:

The player was asked to provide confirmation of his IBAN and deposit. I reviewed the docs he sent and I found one particular document that in my opinion should have been approved. I have sent a request to the payment officer to double check. I also informed the player that since he has an online bank app to request a statement for the particular payment. He claims he can't and has to wait till July to get the June statement. I never met such a case as with all banking apps and cases I had with players they always provided the statement we had requested by simply downloading the statement for that payment which is always provided free of charge. He claims it will cost him 20 Eur to get such a statement.

The statement he uploaded doesn't list the deposits made on the particular day and the IBAN doesn't match either so even though he claims he sent a statement for those payments, he didn't. I manually checked and compared the IBANs for both accounts and they don't match, which is a clear sign that the statement provided belongs to a different account that he tried to pass to turn around verification that is required by law.

With regards to his statements claiming that the payments are not legal or under a false name, I invited him to look up the payment entity which shows that the payments being processed are legal and not as he claims.

Having said that, I'm fully committed to get his 45 Euro withdrawal processed. After the matter is resolved, there is a strong possibility that his account will be closed due to his aggressive tone and accusations thrown at us. This will be reviewed personally by me, discussed with my superiors and probably also with Casino Guru before I make the decision.

I hope this update provides a crystal clear image of the current situation. Even though the customer service team didn't handle the matter in the best manner, this has been addressed to them, I'm fully committed to get his verification processed as fast as possible and his withdrawal done to his account as that money belongs to him.

I will keep the thread updated once I have more news.

This shows once again that the VIP service is completely irrelevant and unfortunately not open to criticism. I canceled the aforementioned withdrawal of 45 euros a long time ago. I have no problem waiting until July to make my withdrawal so that I can provide the casino with the bank statement. The customer service was particularly sensitive to my point that offering their services on the German market is illegal. The casino does not have a license for the German market and therefore their services are illegal. They immediately threatened to close my account, which again just shows that the customer service wants to avoid an objective discussion.

I don't expect to receive a single cent of my winnings from this provider.

Hier zeigt sich wieder dass auch der VIP Service völlig unsachlich und leider null kritikfähig ist. Die besagte Auszahlung von 45 Euro habe ich längst storniert. Ich habe kein Problem damit mit meiner Auszahlung bis Juli zu warten dass ich dem besagten Casino den Kontoauszug zur Verfügung stellen kann. Besonders dünnhäutig reagierte der Kundenservice auf meinen Hinweis, dass das Anbieten ihrer Dienstleistungen auf dem deutschen Markt illegal ist. Das Casino besitzt keine Lizenz für den deutschen Markt und daher ist deren Angebot illegal. Umgehend wurde dann mit dem Schließen meines Kontos gedroht was wiederum nur zeigt, dass sich der Kundenservice einer sachlichen Diskussion entziehen will.

Ich gehe nicht davon aus auch nur einen Cent meiner Gewinne von diesem Anbieter noch zu erhalten.

Dear Tobias,

I have no problem in showing the emails where I said the same thing I mentioned here. Also I have access to your chats with customer service agents where you used vulgar words to insult the agent.

You will get the money like I promised, we thrive on providing a fair treatment to all our players. Whether or not your account will remain open is irrelevant to this complaint. The arrogant and rude way in which you addressed me in your emails and on the chat as well carries already enough grounds to close an account.

Update 3:

All docs are verified. I have just asked Tobias to place the WL so he can get his money.

Also after discussing the other matter, Tobias has apologized and while I understand that tempers can run wild when such situations are faced, I have agreed to accept his apology and forwarded it also the agent in question.

I hope Tobias can also provide an update from his side to close this situation. Once again I send my deepest apologies for having such a situation go out of control. His account will also not be closed after how things proceeded. Tobias is more than welcome to keep being part of our community and for future issues, can directly contact me to assist him.

Yes, I can confirm that. It's a shame that the situation got so heated. But everything has been sorted out, the account has been verified and I can make withdrawals.

Ja, das kann ich so bestätigen. Es ist schade dass die Situation so hochkochen musste. Aber es ist alles geklärt, das Konto ist verifiziert und ich kann Auszahlungen vornehmen.

Glad to help. You have my email. Feel free to reach out whenever you need.

I'm glad it was resolved in the end, and I'm certainly pleased that the casino faced up to it and didn't ignore you. It's important that you can make withdrawals and you are verified, so from now on I firmly believe it will only get better.

I wish you the best of luck and when you have further experience, feel free to share it with us. 🙂

I also let Tomas know in the complaint that he can close it and everything has been solved. 

Hello BetBeast,

I don't know the background and am just reading along. However, I can say with absolute certainty that Dama NV casinos are really very strict when it comes to verification and I would like to share my experience.

I had similar problems with verification in other Dama NV casinos as described here. I even had to open a complaint once on another well-known platform, only then did the Dama NV casino react in my favor. Before that, they wanted documents from me, which do not exist in this form in my country.

The bank statements are not all the same, depending on the bank! And my bank statements are also provided to me in a summary form every month. I cannot view and download my bank statements every day. In my country (Germany) you can choose whether you want the statements online or print them out at a terminal. If you choose the online version, you always have to wait until the next month to receive the bank statements and then you cannot print them out at the terminal because only one option is possible.

The Dama NV Casino wanted a PDF file from me with the transfer, my name, address and the exact time of the transfer. My bank does not issue this kind of file. Then the casino wanted a certificate from my bank that the account belonged to me, despite the bank statements and bank card, which clearly showed my details stored in the casino.

But the casino insisted on this certificate and yes, the bank customer has to pay fees for special requests - that's not a lie but the truth.

Fortunately, the casino gave in after I made my complaint and accepted my documents as I had submitted them. Why not do it like that? And I have had this experience so far in 3 casinos of the provider you represent here.

So dear BetBeast representative, don’t always look for the blame and the error in the player, also take a look at yourself 🙂 greetings

Hallo BetBeast,

also ich kenne die Hintergründe nicht und lese hier nur mit. Ich kann allerdings mit absoluter Sicherheit sagen, dass Casinos von Dama N.V wirklich sehr streng bei der Verifizierung sind und möchte mal meine Erfahrung teilen.

In anderen Dama N.V. Casinos hatte ich ähnliche Probleme, wie hier beschrieben, mit der Verifizierung. Ich musste sogar einmal eine Beschwerde auf einer anderen sehr bekannten Plattform eröffnen, erst dann reagierte das Dama N.V. Casino zu meinen Gunsten vorher wollten die von mir Unterlagen, die es in meinem Land in der Art und Weise so garnicht gibt.

Die Kontoauszüge sind Bankabhängig nicht alle gleich! Und meine Kontoauszüge werden mir auch zusammengefasst monatlich zur Verfügung gestellt ich kann meine Kontoauszüge nicht täglich einsehen und herunterladen in meinem Land (Deutschland) kann man sich das aussuchen, ob man die Auszüge online haben möchte oder sie an einem Terminal ausdruckt. Wer sich für die Onlineversion entscheidet, muss eben immer auf den nächsten Monat warten bis er die Kontoauszüge bekommt und kann sie dann am Terminal nicht ausdrucken lassen da nur eine Variante möglich ist.

Von mir wollte das besagte Dama N.V. Casino eine PDF Datei, wo die Überweisung, mein Name die Anschrift und genaue Uhrzeit der Überweisung steht. Meine Bank stellt das in der Art und Weise nicht aus. Dann wollte das Casino von mir eine Bescheinigung meiner Bank, dass das Konto mir gehört trotz Kontoauszüge und Bankkarte, wo ganz deutlich meine im Casino hinterlegten Daten zu sehen waren.

Das Casino bestand aber auf diese Bescheinigung und ja, für Extrawünsche muss der Bankkunde nunmal Gebühren bezahlen das ist keine Lüge sondern die Wahrheit.

Das Casino ist dann glücklicherweise eingelenkt nach meiner Beschwerde und hat meine Unterlagen so akzeptiert wie ich sie eingereicht hatte. Warum nicht gleich so? Ubd diese Erfahrung habe ich bislang in 3 Casinos des Anbieters gemacht, den Sie hier vertreten.

Also lieber BetBeast Vertreter, nicht immer die Schuld und den Fehler beim Spieler suchen, auch mal an die eigene Nase fassen 🙂 grüße