HomeComplaintsBet2U Casino - Player’s withdrawal has been delayed.

Bet2U Casino - Player’s withdrawal has been delayed.

Black points: 36

Amount: €300

Bet2U Casino
Safety Index:Very low
Submitted: 04 Apr 2022 | Unresolved : 21 Apr 2022
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

2 years ago

The player from Germany requested a withdrawal a month ago, but it has been pending since. Casino didn't respond.

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2 years ago
Translation

Hello, I'm Davide G*** and I requested a withdrawal on 03/08/2022 and haven't received any money until today. They told me to email support and they only replied once and told me to wait. I think a month is more than enough time to make a withdrawal.

Edited by a Casino Guru admin
Automatic translation:
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2 years ago

Dear maremmamaiala222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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2 years ago
Translation

I confirm that the verification process has been completed some time ago and I have already made two successful withdrawals in the past year.

Automatic translation:
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2 years ago

Thank you very much for your reply, maremmamaiala222. Could you please advise when exactly you requested your previous withdrawal? Do you happen to remember how long it took to receive it?

What payment method to withdraw your winnings have you opted for? Was it the same one you used before?

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2 years ago
Translation

The first withdrawal was requested in July 2020 and paid out in January 2022 (!!), the second was requested in September 2021 and processed correctly after 3 weeks. All withdrawals were requested through the bank, including the current withdrawal.

Automatic translation:
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2 years ago

Have you accumulated your winnings with or without an active bonus? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

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2 years ago
Translation

Email from Bet2u from 12 days:


"Dear customer,


Thank you for contacting us. We sincerely apologize for the wait. Your last withdrawal request is still being processed. Your query has been forwarded to the corresponding department and should be handled shortly."


The payout was for a free risk bet. So I lost two bets and got two free risk bets. I bet on them and won, they then turned into real bankrolls. I later requested a return.


Automatic translation:
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2 years ago

Thank you very much maremmamaiala222 for your cooperation so far. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

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2 years ago

Hello maremmamaiala222,

I looked at your complaint and will do my best to help you. I would like to invite Bet2U Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

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2 years ago

We would like to ask the Bet2U 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’.

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2 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

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