b-Bets Casino - Player’s withdrawal delayed by ongoing financial checks.

I created an account and made a mifinity deposit on September 14. I have been waiting for my payment since September 15, and they keep telling me that it is being checked. For the first verification, I sent standard documents. lasted several days. when it turned out that everything was fine, they asked me to verify ecopayz and an old credit card that had not been used for a long time. I haven't used any of these methods in this casino, but apparently I used them with their partners. (I haven't used ecopayz for about 2 years). Ultimately, the account is said to have been verified.

 When I ask about money in the chat, I always get the answer that the finance department is checking something. What can be checked for 2 weeks??

Dear kszysio,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

Could you please advise if you already received confirmation about successful verification?

Thank you in advance for your reply.

Best regards,

Petronela

I received information by email. Send as an attachment.

Hello kszysio,

Have there been any developments since our last conversation, please? 

6 days ego status changet to approved, but dont get money.

support told wait 7days before inwestygation

I understand. Hopefully, now that the withdrawal has been officially approved, you should receive your winnings shortly. Please keep me updated.

waiting 10 days for money. and dont get cash.

Thank you very much, kszysio, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you kszysio for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask b-Bets Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

email from b-bets 12 days ( 3.10.2023)

next time.when they asked about statement, i sent him bank account history (5 days ego)

they checking 5 days, this one transacion

and last asnwer for my few email (14.10.2023)

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.

please tell me: If the casino has a license, should I write a complaint to the MGA. can this help me. Are your licenses worthless?

I would definitely recommend you start by contacting MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

I'm waiting until the end of the week. Will they write anything back to you?

if nothing changes positively by Friday. I will try other methods

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the ADR and the Malta Gaming Authority as mentioned before.

I am sorry I could not be of more help on this occasion.

Best regards,

We’ve reopened this complaint at the request of kszysio. We have received a message stating that the money has been received. 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,

Peter