The player from Russia encountered issues with an unlicensed casino that demanded verification but did not check documents promptly. The verification process was delayed, chat support was incompetent, and promises for resolution were consistently postponed. The player's documents were checked after two days, but the withdrawal process took longer than the stated timeframe. The issue was marked as resolved by the Complaints Team after the player confirmed a resolution.
Betcake Casino - Player faces delays and communication issues with casino.
Amount: $120
Betcake Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.6
Betcake Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 days ago
Public
Public
1 week ago
A very strange casino. They operate without a license but require players to verify, which they themselves do not check. It looks like a scam.
The verification process dragged on, although initially it was stated that documents would be verified almost instantly. The chat is incompetent, they write a support email to the chat, to which letters do not even reach. They feed you with promises and constantly postpone the time frame.
Public
Public
6 days ago
Dear alterburn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have provided all the required documents, but they haven't been approved yet?
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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
5 days ago
I think I can close my case.
After 2 days they checked my documents.
Regarding the withdrawal of funds, they still vaguely state that the withdrawals are instant, a maximum of a couple of hours. In the end, the withdrawals took more than a day.
Public
Public
5 days ago
Dear alterburn,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
