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ID verification takes a long time

Against: Chilli Reels
Added: 25/01/2024

Complaint summary

I had to go through a long process to verify my ID, and because it took so long, my winnings expired. This is disappointing. I did everything asked of me, but the verification just dragged on.

Closed / Solved
Disputed Amount
15 EUR
Betpack Admin
Betpack Representative:
Betpack Support
Date: 12/03/2024, 11:11 AM

Dear asnim,

We're sorry to hear about the difficulties you've encountered with the ID verification process and the expiration of your winnings. It's important to us that your concerns are addressed and resolved in a satisfactory manner.

Considering the situation, here are some potential solutions you might consider:

Contacting Customer Support: Reach out directly to the bookmaker's customer support team, if you haven't already, to request a review of your case. It's helpful to provide them with all relevant communication and documentation regarding your verification process and any correspondence about your winnings.

Escalation to a Higher Authority: If the response from customer support doesn't resolve your issue, consider escalating the matter to a higher authority within the company, such as a manager or the customer service director.

Use of Mediation Services: Many online platforms and regulatory bodies offer mediation services for disputes between customers and bookmakers. You might want to explore this option to find an impartial solution.

Seeking Advice from Consumer Protection Organizations: Consumer protection organizations can offer advice and support in dealing with disputes, including those related to online gaming and betting.

Legal Advice: If other avenues don't lead to a satisfactory resolution, seeking legal advice could be a next step. A legal professional can offer guidance based on the specifics of your case and the applicable laws.

It's our hope that one of these suggestions helps you in finding a resolution to your issue. Should you need further assistance or have more questions, feel free to reach out.

Best regards,

Betpack

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