betsafe verification problems

[bdbro]

i was lucky enough to win $4000 yesterday and got a mail saying they need to verify my docs
i have provided betsafe with the same id that i have provided all other casinos whom have accepted the same. This includes betson casino which is part of the same group plus, ladbrokes, 32red group, redbet, guts, inetbet, all slots, all star slots, vip lounge, vera and john , royal vegas, manaco aces, red flush, etcetc another 20 casinos apart from the ones i have mentioned.
Also nordicbet and maximo have verified me with the same id.

However betsafe have rejected this id and the reason is
"
Dear Amyn,

Thank you for your e-mail.

We kindly inform that you need to provide the international document (ID, passport, driving license), as the local one cannot be used for the verification purposes.

Thank you for the co-operation and have a nice day.

Best regards,
Artur
Betsafe Customer Service."


however, on their site it mentions clearly that a national id is one of the accepted types of id. But to oblige i sent another id which is my international drivers permit(pls note they have accepted proof of address and proof of payment which is a snapshot of my neteller account) and this was rejected in under a minute.

I have mailed them with the same question regarding my id but no answer, so as my last resort i have just sent a PM to the casino euro rep which is in charge of betsafe and betson on this site. This confuses me even more since betson have accepted my docs but the same id has been rejected by betsafe.

Apart from the two id's i already provided i do not have anything else on hand.

As you can imagine, i am frustrated, frustrated and frustrated.

Lastly, i would like to mention that redbet, 32red group and ladbrokes have paid me winnings of 20,000$ each immediately on the basis of my national id, and this also in the last month.

Any ideas would be appreciated as i have heard good things regarding this casino hence frustration and confusion galore on my part

 

[Jasminebed]

Congrats on your win. Try to be patient (do NOT play your money) and hopefully the rep will be able to help you, but may need a day or two.

Is your ID photo ID? I'm assuming it is or you might have had further requests before this.

Worse case scenario, you might have to get a passport or provide notarized documents.

 

[bdbro]

in addition to my initial post

i have provided them with my international drivers liscense however they are not accepting it either.
Sent a few mails to the rep here but no response.
they are only willing to accept my international passport, which to me feels like they are making the rules as they go as it certainly mentions on their website that national id, drivers liscense are accepted

Little while ago i got a call from casino support and i advised that i am uploading my international lliscense and was promised a call back shortly however, no call back, and i just got a mail from them saying that is rejected. During the call they mentioned that the other id's mentioned on their site are only for Europeans.

I also mentioned that all other casinos have accepted this id and it mentions on their site that these are acceptable to which i got a response that they dont care who has accepted it but know they will only verify my account with a copy of my passport.
During the call i mentioned i cannot provide passport as it has gone for visa's and i can provide my previous passport which is expired but that is not acceptable also.

maybe i am wrong but isnt what they say on their website and what they are demanding from me, two different stories.

all i want know is to get paid and close my accounts at this casino and their sister casinos. It is like a bad dream.
When i signed up initially i wanted to send my verification documents as i have a habit of getting verified before depositing but was told no need at the moment.

I feel that all this is only due to my request for a $4000 withdrawal(which is know $3500 as i reversed $500 waiting for this to be sorted and the way it is going, i will end up reversing and loosing what i have won.

 

[bdbro]

i wish i had read your post earlier as i have already lost $500 back to the casino.
Both my national voter card and my international drivers liscense have my picture on it plus all info matches with the proof of address and neteller screen shot which they have accepted.

i have pm'ed the rep few times with updates and i can see they have logged in several times since i sent the PM but no response.

this is the 2nd time in over a decade of playing online that i am facing this ridiculous situation, the first time was with virtual group.

am also confused as to why betsafe has a rating of 8, as it seems way below other casinos in service/support

as they have accepted proof of address and neteller shot, plus have seen two photo id's from me, i would have expected that even a expired copy of my passport would be satisfactory, but maybe i am spoilt by the likes of 32red, ladbrokes, redbet etcetc and am expecting too much from betsafe.

any advise would be appreciated

Congrats on your win. Try to be patient (do NOT play your money) and hopefully the rep will be able to help you, but may need a day or two.

Is your ID photo ID? I'm assuming it is or you might have had further requests before this.

Worse case scenario, you might have to get a passport or provide notarized documents.

 

[Mouche12]

Please hang on bdbro, don't play it all back! I know it's tough, and the casino rep not responding is not encouraging either. You can submit a PAB using this link: Link Outdated / Removed

Best of luck, you will get paid eventually, I am certain of that!

 

[bdbro]

thanks

thank you very much for your encouragement.
I will not play a penny more back as i already lost $500 back to them.
is it not strange that all their sister casinos verified me without any problem or clarification.
is it not a bit early to submit a PAB?

Please hang on bdbro, don't play it all back! I know it's tough, and the casino rep not responding is not encouraging either. You can submit a PAB using this link: Link Outdated / Removed

Best of luck, you will get paid eventually, I am certain of that!

 

[Jasminebed]

I do think it's a bit early, and it's a banking holiday in the UK, I don't know about elsewhere or where Betsafe has their support.

Less than 24 hours is a short time for the rep to have a look into it and a response for you. I wonder if there is some issue with the copy you sent (not the document itself, but the image), and if so, the rep can probably clarify for you.

If your passport is out to get Visas, I'm sure it won't be all that long to come back to you. Just think how many weeks you have to work to earn $3500!

If you haven't made any progress by week's end, I think I would PAB. A photo driver's licence with all else should be sufficient in most cases.

If you lose it all back, there will be nothing to PAB about.

 

[Betsson-Group]

I will have a look into the problem for you, my domain is limited, but glad to help. First off, we have to clarify who the REP is. Secondly if you have won some money (congrats!) and want to withdraw, you have to go through document verification, it’s the procedure and the law. After that I can help you bridge the support wall.

In your case you have been asked for the document verification yesterday, 5 messages to me via CM and an open topic on CasinoMeister is definitely not a good way to handle the problem.

ps. Please provide me your email address/ username on PM cause so far I didn't get any of those details from you

Best Regards,
Patryk

 

[hoff1985]

Be patient and don't play it back... You will have a great experience as soon as you're verified. I had several cashout and it never took longer then 3-5 hours to Skrill or 1-2 days to my bank account. You should always cash out to the method used for deposit though.

 

[bdbro]

all OK, thanks to Patryk

My account has been verified.
Patryk has been kind enough to sort out the verification for me without the need for any more documentation.

Patryk, thank you very much and i look forward to playing with you for long time to come

thank you too all the members who took the time to respond and specially to member(s) for their kind words via PM

bye for now