Betnuvo Casino - A retirada do jogador foi recusada e a conta restrita.

Good evening

I registered at the above casino on 11/5 and made a deposit of 50 euros.

I sent my documents. I initially received a withdrawal of 1100 euros and canceled it, then I received a withdrawal of 1000 euros and they canceled it. This happened more than 6 times.

I kept sending emails as the live chat wasn't working and no one was answering me.

They replied yesterday that they want all my documents in English

I answered them that telephone and bank accounts in Greece are issued in Greek and not in English.

Despite all this, I made a request to the telephone company and the bank after payment and they issued me documents in English, which I sent on 5/14.

I haven't received any response so far as I keep sending messages.

They have also locked the withdrawal function.

Plus I'll send you a screenshot

Please try to contact them.

They do not respond.

Καλησπερα σας

Εκανα εγγραφή στο παραπανω καζινο στις 11/5 και εκανα καταθεση 50 ευρω .

εστειλα τα εγγραφα μου Προεβηκα σε αναληψη αρχικα 1100 ευρω και την ακυρωσα μετα προεβηκα σε 1000 ευρω αναληψη και την απεριψαν. Αυτο εγινε πανω απο 6 φορες.

Εστελνα συνεχως εμαιλ καθως η ζωντανή συνομιλια δε λειτουργουσε και δεν μου απαντουσε κανενας.

Μου απαντησαν προχθες οτι θελουν ολα τα εγγραφα μου στα αγγλικα

Τους απαντησα οτι λογ/σμοι τηλεφωνου και τραπεζας στην ελλαδα εκδιδονται στα ελληνικα και οχι στα Αγγλικα.

Παρ ολα αυτα εκανα αιτηση στη τηλεφωνικη εταιρία και στην τραπεζα κατοπιν πληρωμης και μου εξεδωσαν εγγραφα στα αγγλικα τα οποια και τα εστειλα στις 14/5.

Δε πηρα καμμια απαντηση μεχρι στιγμης ενω στελνω συνεχεια μυνηματα.

Επισης εχουν κλειδωσει την λειτουργια αναληψης.

Συν/να σας στελνω screenshot

Παρακαλώ προσπαθηστε να επικοινωνησετε μαζί τους .

Δεν ανταποκρινονται.

Hello marofa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betnuvo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

5 days ago I had the unique email that they want my records in English.

They didn't tell me which ones were approved or not.

They didn't answer. Live chat won't even open.

Thanks

Πριν 5 ημερες ειχα το μοναδικο εμαιλ οτι θελουν τα εγγραφα μου στα αγγλικα.

Δε μου ανεφεραν ποια εγκριθηκαν ή οχι.

Δεν απαντανε . Δεν ανοιγει ουτε η ζωντανή συνομιλία.

Ευχαριστώ

Hello

I entered my account and 875 euros have been deducted.

I sent them a message again but as always they don't answer

Thanks

Γεια σας

Μπηκα στον λογ/σμο μου και εχουν αφαιρεσει 875 ευρώ .

Τους εστειλα ξανα μυνημα αλλα οπως παντα δεν απαντουν

Ευχαριστώ

Hello marofa,

Did you use any bonus to accumulate your balance? Is there any kind of communication with the casino which you can forward to nikolas.b@casino.guru?

Good Evening

I have emailed you all the correspondence.

The bonus that he had was played more than 40 times, I have attached a pdf of 79 pages.

They accepted the takeover, initially I sent you a screenshot, but then they didn't like my entries.

After the game I was playing was banned, while it opened and played normally.

I have played in many other casinos and when the bonus was played usually 35 times it turned into a real balance, as it happened in this casino but then they took it back.

Is all this right and fair? Are they mocking and harassing the players? I'm willing to pay someone to find mine

Thank you very much

Καλησπερα

Σας εστειλα στο εμαιλ ολη την αλληλογραφία.

Το μπονους που ειχε παιχτηκε πανω απο 40 φορες , εχω επισυναψει pdf 79 σελιδων.

Οι ιδιοι δεχτηκαν την αναληψη αρχικα σας εχω στειλει screshot αλλα μετα δε τους αρεσαν τα εγγραφα μου.

Μετα οτι το παιχνιδι που επαιζα απαγορευοταν , ενω ανοιγε και επαιζε κανονικα.

Εχω παιξει σε πολλα αλλα καζινο και οταν το μπονους παιζοταν συνήθως 35 φορες μετατρεποταν σε πραγματικο υπολοιπο , οπως εγινε και σε τουτο το καζινο αλλα μετα τα πηρανε πισω.

Ειναι ολο αυτο σωστο και δικαιο? Κοροιδεύουν και ταλαιπωρουν τους παικτες ? Ειμαι διατεθειμενη να πληρωσω καποιον για να βρω το δικιο μου

Ευχαριστώ πολύ

Hello marofa,

While playing with a bonus, the casino should block the access to any restricted game and should not void the balance if you do play them. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thank you very very much!!!

I'll wait

ευχαριστω παρα παρα πολύ!!!

Θα περιμένω

Hello marofa,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Betnuvo Casino to join the conversation.

Dear Betnuvo Casino,

Can you please provide information on why was the player's withdrawal not processed? Additionally, why was €875 deducted from the player's balance?

Dear marofa,

I have received the following response from the Betnuvo team:

Hello Casino Guru Team,

 This player's 3 withdrawal requests were rejected on 12th of May, 2024. User is not verified yet. She has not provided a Client selfie with ID and a bank card front page. She opted in for a 1st deposit bonus on 11th of May, 2024. Our bonus operation team had checked her play history on 18th of May, 2024 and found breach of the bonus rules. She had played a bonus forbidden slot game Fruit Zen from Betsoft. All the net win amount was voided from her balance. She still has the 1st deposit bonus active with the deposit and bonus balance, but she had not played since that date.

 Kind Regards and Good Luck,

 Linda Webster,

 Betnuvo Support

Can you please elaborate on why have you not provided the required documents to finish the KYC process?

Good Evening.

I have sent all the documents from May 12.

I have forwarded all correspondence to your email.

That is, if I send the documents again, will they give me my earnings?

Which forbidden game? Since it wasn't blocked.

As your colleague answered me

...While playing with a bonus, the casino should block access to any restricted game and should not void the balance if you play it...

Correctly? This is how it is done in all casinos.

Thanks

Καλησπερα.

Τα εχω στειλει ολα τα εγγραφα απο 12 Μαιου.

Στο εμαιλ σας σας προωθησα ολη την αλληλογραφία.

Δηλαδη αν ξαναστειλω τα εγγραφα θα μου δωσουν τα κέρδη μου?

Ποιο απαγορευμενο παιχνιδι? Αφου δεν ήταν μπλοκαρισμενο.

Οπως μου απαντησε ο συναδελφος σας

...Ενώ παίζετε με ένα μπόνους, το καζίνο θα πρέπει να μπλοκάρει την πρόσβαση σε οποιοδήποτε περιορισμένο παιχνίδι και δεν θα πρέπει να ακυρώνει το υπόλοιπο εάν το παίζετε...

Σωστα? Ετσι γινεται σε ολα τα καζινο.

Ευχαριστώ

Dear marofa,

I have received your emails. I have replied to one of them.

While players should read and familiarize themselves with the bonus terms and conditions before claiming any bonus, expecting players to check a lengthy list of restricted games—especially when there could be hundreds—is far from an ideal user experience.

I agree with you that if certain games are not allowed to be played with an active bonus, the casino system should automatically restrict access to these games. However, since casinos operate on different platforms, this option is not always feasible. In such cases, we believe that at the very least, a pop-up notification should inform players that a game is restricted when they try to access it with an active bonus. Unfortunately, even this measure is not yet in place.

I am in communication with the casino team and working on finding a suitable resolution to your complaint.

Dear marofa,

I have been notified by the casino team that all documents, except for the selfie with your ID, have been verified. You have received an email from the casino regarding this matter.

Kindly provide a new selfie that is clearer and ensures that all the information from your ID is easily readable.

Good morning .

I have sent her the new selfie from 7/6/24.

I don't understand, but they only lack the selfie

Will they give me my earnings? I am asking because my earnings have been deducted from my balance.

Thanks

Καλημερα σας .

την εχω στειλει την νεα selfie απο 7/6/24.

Δε καταλαβαινω ομως τους λειπει μονο η selfie και

Θα μου δώσουν τα κερδη μου ? Ρωταω γιατι εχουν αφαιρεθει τα κερδη μου απο το υπολοιπο μου.

Ευχαριστώ

Dear marofa,

I'm trying to find a consensus with the Betnuvo team on how to handle your complaint. First, your verification needs to be sorted. I'm waiting for the response from the Betnuvo team if the new selfie with your ID was accepted.

Dear marofa,

I have received this response from the casino team:

Hello,

 All the selfies she had provided to us were low quality, kyc team was not able to read the details on ID.

Please take another, more clearer selfie where all the information from your ID will be easily readable. Perhaps hold the ID much closer to your face. Please make sure the pictures match the requirements before you send them to the casino team.

Good evening, I don't know what to say.

This is the first time this happens to me.

I send selfies to all the casinos, no one else had a problem.

I think they are prolonging to avoid paying.

I will send it again today.

Please bother them again.

Thanks

καλησπερα δε ξερω τι να πω.

Πρωτη φορα μου συμβαινει αυτο.

Σε ολα τα καζινο στελνω selfi κανενα αλλο δεν ειχε προβλημα.

Θεωρω οτι παρατεινουν το να αποφυγουν να πληρωσουν.

Εγω θα τη ξαναστειλω σημερα παλι.

Σας παρακαλώ πολυ ξαναενοχληστε τους.

Ευχαριστώ

Dear marofa,

Kindly include my email in the "Cc" field when sending the new selfies to the casino team. This will assist us in verifying the quality and ensuring that the KYC team can easily review all the required information.

Dear marofa,

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.

Good Evening

I forwarded you their email who finally accepted the selfie.

Will you contact them to proceed with the payment of my profits?

Thanks

Καλησπερα

Σας προωθησα το εμαιλ τους που τελικα δεχτηκαν την selfie.

Θα επικοινωνησετε μαζι τους για να προχωρήσουν στην καταβολή των κερδών μου?

Ευχαριστώ

Dear Marofa,

First, the verification process needed to be completed, and as far as I know, this has been done successfully. I have communicated with the casino team regarding your situation and attempted to explain our perspective on such matters. While we have not yet reached a consensus, I am still in contact with them and will continue my efforts.

thank you very much

ευχαριστω πολυ

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 Marofa,

I was trying to explain our position in situations like this and was trying to find a consensus with the casino team, but sadly it didn't work out.

We agree with the casino that every player should read and understand the T&Cs before claiming any bonus, however, we think that restricted games for bonus play should be blocked, and this rule enforced at the software level or another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. Technically the casino is right, but we don't consider this approach as user-friendly as most good-rated casinos are able to implement this.

Sadly, as the casino team still sticks to its decision to void the winnings we are forced to close this complaint as "Unresolved - Against Fair Gambling".

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I can only recommend you choose casinos based on their reviews and ratings in the future and only choose licensed good-rated casinos to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru