BETAT - Account still not verified and cant withdraw
Unresolved - Information came to us during the investigation of this and 20 other cases that is considered inadmissible. In agreement with the UKGC this case has been passed to IBAS.
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Hi, I am hoping you can help,
I opened an account with BETAT a couple of days after seeing it as top rated on your site.
I deposited £200 played mainly £5 spins, won about £450 so my cash funds were about £650. I continued playing, when I had played through over £200 my total cash balance was £600. I saw I had to send off my documents so I did on the 5th October 2016. They were received and I received an email back informing me verification will take up to 5 working days.
I continued to play £10 here and there over the next few days my total went up and down but is now back at £600.
On the 7th October I contacted via live chat to see when I would be verified and if not how would they inform me when I was verified. I spoke to [EDIT], who was more interested in how I found the Casino and not the verification. (I can send the transcript if you require).
I waited over another 2 weeks before contacting them again on the 24th October. I spoke to [EDIT] again who could not tell me what was going on or why it was taking so long. He could not answer me all I managed to get out of him was "I can't tell you what they are doing exactly as it's a different department. Maybe they have more people working at present. They just said to inform players they are doing all they can" (I have a copy of this live chat transcript if required).
I should of had my documents verified by the 10th October, it is now the 27th , I have still not been verified and I can not speak to anybody about this. I asked for complaints route/procedure and I was informed to contact yourselves. This Casino is highly rated on your site and i do not understand why they seem to just be withholding my funds. I have noticed in their terms that if accounts are not verified in 30days they will close accounts and return deposits. I certainly hope this will not be the case. I am sure they would not of done that if I had lost.
A 5 day process has now taken over 22 days. Can you please help.
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