The player from Peru had been trying to withdraw his balance for over three months. While he managed to withdraw some funds, not all of it was paid out. Despite having a fully verified account, the casino continued to investigate his account, delaying the withdrawal. We attempted to contact the casino multiple times but received no response. Consequently, the complaint was marked as 'unresolved,' and the player was advised to contact the Gaming Curacao Authority for further assistance.
bet O bet Casino - Player experiences delayed withdrawal and account investigation.
Black points: 134
Amount: $1,522
bet O bet Casino
Safety Index:Very lowSafety Index
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1.5
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello
I have been trying for over 3 months to withdraw the total amount of my money. I say 3 months because that's when these issues started.
I deposited 100 dollars, I fulfilled all the rollover requirements... Then, with the real money, I kept betting and playing roulette. My balance rose to $1922... when I tried to withdraw the money they only paid me $627... their answer was "Please note that we managed to pay you the amount of your deposit, it was a decision from the risk department". A completely nonsensical response. And on chat, they practically made fun of me by responding with emoticons and wishing me luck on my complaint.
With the remaining balance ($1295), I continued betting on roulette and other online casino games and my balance rose to $1522. This was the last balance I tried to withdraw, since March 18 I still can't withdraw.
They don't want to pay me the $1522, meaning... my withdrawal request still has not been processed... And when I send emails, they only know how to respond with this: "please note that your account is under investigation by the Risk Department..."
My account is fully verified, and they have no argument not to pay my fair winnings (from sports betting and online casino play).
I must add that they limited me in sports betting (I couldn't bet more than 2 dollars). But they did and still do allow me to use the casino.
Unfortunately, it only lets me upload 3 files.
Automatic translation:
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6 months ago
Hello SantiagoMB,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet O Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Since when is your account restricted? How many withdrawals in what sums and since when are they pending? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Translation
Hello
- My account is fully verified as of January 30, 2024
- The winnings with bonus money (I put in $100 and they gave me $100) did not exceed $400. After that, since I met all the requirements... those +- 400 dollars became real money. From there I started making more money, but it was already real money.
- If the restriction refers to the limitation... I don't remember the exact date... since I was not informed via email. I simply realized when I tried to bet and saw that I could only bet a maximum of 2 dollars. But I think that limitation or restriction on my account was at the end of January.
- Regarding withdrawals, I tried to make many withdrawals but I canceled them when I thought that they suddenly had problems with the amount (Very high), that is why I tried to "make it easier" for them to pay and reduced the amounts but everything was in vain.
4a. The first withdrawal I made was on February 6, 2024, I tried to withdraw $1922, they only paid me $627 (according to them by decision of their risk department).
4b. There were $1295 left in my account, which I tried to withdraw but I couldn't anymore (check point 4). I bet and played the online casino and that money went up to $1,522.
4c. Those $1,522 are what I have been trying to withdraw since March 18, 2024.
5 . My last conversation with the chat was 2 days ago... their response was that "my account was under investigation". This is all they have told me during these months... "your account is under investigation"
They responded to me by email on May 13 telling me this:
"Please note that your account is under investigation by the risk department and as soon as we have an update, we will notify you by email."
"While we understand your eagerness to obtain information, we would like to inform you that we cannot provide a specific time frame for the completion of an investigation."
In a few words, they answered me that they can take years if they want, because there is no specific deadline. And from what I know, that is what many users respond to.
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6 months ago
Thank you SantiagoMB for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Hello there,
Thank you SantiagoMB for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask bet O bet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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6 months ago
Translation
Hello, thanks for your help. Then you will contact the casino.
Automatic translation:
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6 months ago
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.
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6 months ago
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 Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
