b-Bets Casino - Player's withdrawal is notably delayed.

I've been having problems with this casino for 1 month. I registered and made the deposit without bonus. I doubled the money that was deposited, finally, I went to withdraw, 800 euros, they asked for my account to be verified, I sent all the documents to be verified, but it took more or less 1 month to be verified. After some time it was finally verified, and I made a withdrawal on 07/10/2023, and it has not been received by me until today. I made the withdrawal via PIX, which is usually immediate in most casinos. When contacting chat they told me that there had been a problem with PIX and that PIX does not accept euros. They asked me to send a bank account to make the transfer, this was around 15/10/2023, I sent everything correctly to the account, and so far the money has not yet been received. I contact the chat daily, sometimes more than once a day, and they always get the same response, as if they had carried out an investigation, as the payment has already been made by them, or a response like "be patient" "it will be resolved very soon" but never provides a solution to the problem. All the casinos I've played in I've never had problems like I'm having with this one, it's been a month late and so far I haven't received anything. It's a huge mess with the customer, taking 1 month and not getting a response or resolution of the problem. No problem takes that long to resolve.

Dear Dudusantos,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Am I correct in understanding that the withdrawal remains pending within your account without processing, dating back to mid-November?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, 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,

Petronela

Dear Dudusantos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

After 1 month and 10 days I still haven't received my withdrawal of 800 euros, I contact chat, and there are always the same answers saying that an investigation is going on, asking me to send a receipt to prove that I didn't I received payment. Every time they ask for patience, they also say that the case is a priority, but 1 month and 10 days is not a priority for me. They just keep saying that it will be resolved as soon as possible, but it never resolves anything. There is never a solution or a cause of the problem. So far I have not received any payment, and I try to contact the chat, they refuse my support requests. The chat deactivates itself.

Hi Dudusantos,

Thank you for the clarification.

• Am I correct in understanding that the casino asserts they've sent your winnings, but you haven't actually received them?
• What payment method did you use for withdrawing your winnings?
• Did the casino provide you with a transaction tracking number?

Please forward any relevant communication to petronela.k@casino.guru.

Looking forward to hearing from you.

the casino claims that the payment was approved and made by them, but until today 12/31/2023, I have not received any money in my bank account. I first withdrew via PIX, but they told me that it wouldn't be possible because PIX doesn't accept EURO, so they switched to bank transfer. I sent all my correct international transfer information, and to date I have not received anything. Nothing regarding the transaction was sent to me, a code, a receipt, nothing, literally nothing, and every time I ask they say they opened the request, but I never received the receipt.

Thank you very much, Dudusantos, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

I continue to wait for a response from the casino guru regarding the matter.

Hello Dudusantos,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite b-Bets Casino to join the conversation and participate in the resolution of this complaint.

Dear b-Bets Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Casino.Guru

Dear all,

Thank you for bringing up your concerns regarding the difficulty with the payout that the player has experienced. We take all complaints seriously and strive to ensure that our customers receive the best service possible.

After conducting a thorough review, we can confirm that all pending payouts have been successfully processed and disbursed to the player. However, we have recently introduced an enhanced account review process and made several technical improvements to our payment system. As a result, the implementation of these changes has led to extended waiting periods for our players.

We sincerely apologize for any inconvenience caused as a result of this delay, and would like to assure you that we are taking appropriate measures to prevent similar issues from arising in the future.

Furthermore, as of this moment, we can confirm that there are no outstanding payouts or any other payment-related issues pertaining to this particular player.

We hope that this information clarifies the situation, and we appreciate your efforts in helping to resolve this matter.

Kind regards,

b-Bets Complaint Team

Dear Dudusantos,

Can you please confirm if that is correct? Have you played down your balance to zero?

In the website's transaction history, the withdrawal has been approved since 11/16/2023, because of this, my balance on the website was reset, but to date I have not received any amount in my account related to my withdrawal. . It's been 1 month and 23 days late and nothing. Several times I try to contact the chat, my chat is not accepted, and when it is accepted, it is always the same excuses, that there is an investigation due to some problem that is not in my hands. I have never been given any type of information like this in the chat. And the times I asked for proof of transfer, that they actually paid me, it is never sent, besides they always say that I will receive an email with an update and I never receive it, the last time I contacted them, they informed me that I would receive my money in the next few days. And so far I haven't received anything. and I have proof such as bank statements and even some prints of the chat.

Dear b-Bets Casino,

Could you please confirm if the payment has been processed? If yes, could you kindly share a transaction receipt with us? You can forward it to my email address: tomas.k@casino.guru

Please let me know once you do so. Thank you.

Good afternoon Tomas, I come to bring some updates about my case. At the beginning of the week I contacted the chat and more than one attendant told me that I would receive my money by Friday, in this case, today, 12/01. To date, I have not received anything, much less any update from them. Yesterday I contacted the chat again and they told me that I would receive an update via email within 24 hours at the most, and also, so far nothing. He told me that I could contact the chat at 10 am from my place of residence, and I could request the withdrawal via chat, I believe in any way I wanted. I contacted the chat and was answered by the attendant, more precisely, the daemon. In which he was super stupid with me, ended the chat in my face twice and ignored all the words that his co-workers had said to me, telling me that I understood it wrongly, even though I didn't. And an addendum, I have the transcription of these chats and prints, from the attendants saying that I would receive the money by today, and the other saying that I was supposed to contact the chat today at 10am, I await a response. Today marks 1 month and 26 days late.

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.

Good afternoon, I come to bring updates on the case. After much insistence, the amount was paid and is in my account after exactly 2 months. It fell today on 01/16/2024, a withdrawal that was made on 11/16/2023. I would like to thank the casino guru team for helping with the case. Thanks.

Dear Dudusantos,

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,

Tomas

Casino.Guru