The player from Serbia had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The player had focused on sports betting and hadn't accepted any bonuses. His account was verified, but shortly after, it was blocked for an investigation. The casino, Bet O Bet, didn't provide any specific reason for the investigation nor a timeline for its completion. Our team had attempted to mediate by contacting the casino multiple times, but received no response. As a result, the complaint was marked as 'unresolved', potentially affecting the casino's rating. The player had been advised to file a complaint with the gaming authority regulating the casino, Gaming Curacao, as a possible way to retrieve his winnings.
bet O bet Casino - Player’s withdrawal has been delayed.
Black points: 360
Amount: €2,200
bet O bet Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
I've been playing on the bet o bet site for two months... everything was fine with them. On Monday, the 23rd of October, I requested a payout of 1500€. They asked for my documents and bills so that my account could be verified and they could send me the money. Their promotion claims that the payout period is a maximum of 72 hours (only working days are counted). On the day when I was supposed to receive my money, they suspended my account, and I am no longer able to place bets on sports. I am deeply concerned about my money because the amount is not small – I scheduled a payout of 1500 plus an additional 700 still in my account.
Dear Peks28102003,
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 casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Good day....unfortunately I have not received any answer or payment from the bookmaker...can you please help me because it is a nice sum of euros
Thank you for your reply, Peks28102003. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
At bet o bet, I only played sports betting, I did not accept any bonuses. When I contacted bet o bet, I received a reply that my account was under investigation and that I could not find out when the investigation would end. I did not receive any explanation from them as to why mine account under investigation. I've been waiting for a full 14 days and I haven't received any response. My account was completely verified as I received an official email from them, and just a few hours after that my account was no longer active. What are the further possibilities to resolve my case?
Greetings
Thank you very much, Peks28102003, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi Peks28102003,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Bet O Bet Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
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.
Dear Peks28102003,
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.
There is one more possible way to get your winnings back - I recommend you file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/), using a "Contact" button, or sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Tomas
Casino.Guru
