BetWhale Casino - Il prelievo del giocatore è ritardato a causa di requisiti KYC non divulgati.

I recharged on this platform, initially depositing some USD. During the registration and recharge process, there was absolutely no prompt about the need for KYC verification or a minimum withdrawal amount of 150 USD. This has seriously defrauded me and violated my right to know. I requested a withdrawal from the platform's customer service, but they said the minimum withdrawal amount is 150 USD and requires KYC verification, so they refused to process it. I asked them why this wasn't mentioned at the beginning, as this is a blatant violation of my right to know. I demand that the platform immediately withdraw the 95.76 USD from my account. Thank you.

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.

Dear 3062350237,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To better understand your situation and assist you more effectively, could you please provide clarification on the following questions:

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• What payment methods can you use for withdrawal please?

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

Best regards

Petra

Just imagine: if there was no prior indication that KYC verification is required when depositing funds, yet it turns out to be mandatory when withdrawing – with so many potentially unsupported countries around the world, what would happen? Even though my current region is supported, I still express my objection.

Thank you for your reply. I understand how upsetting it can be to feel that a casino hasn’t informed you properly about the verification process. However, most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or a few smaller withdrawals without it, but most often, casinos ask for documents at the point of the first withdrawal.

There is no standard practice regarding verification, and we are not in a position to penalize casinos for how they decide to manage their verification process.

If you wish to withdraw your winnings, you must request the withdrawal in your casino account.

Do you currently have any pending withdrawal requests, please?

Dear 3062350237,

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.

Help, my current balance is now eligible for withdrawal, but because I filed a complaint on your platform, Betwhale won't let me withdraw it now. They've been dragging it out and refusing to let me cash out. What should I do now?

The platform has approved my withdrawal application and stated that it will process the payment within 72 hours. Please do not reply for now—I will confirm whether the transfer is successful and get back to you after the payment is received.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 3062350237,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra