The player's withdrawal is delayed for almost a month. The casino told the player that they had not completed the required wagering to be able to withdraw. The player played again and completed the requirements to be able to make a withdrawal, which was accepted. However, the player is yet to receive payment. The casino failed to respond, so the complaint was closed as 'unresolved'. We later received an e-mail from the player to say that they had received payment, so the complaint was reclassified as 'resolved'.
Bet2U Casino - The player's withdrawal is delayed.
Amount: €351
Bet2U Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I already have on 25.2. requested a payout. This has also been approved. So far I haven't received any money. I still have more money in my account, but I can't pay it out because the one payment is still pending. The chat always puts me off and says it's in progress and they apologize. I get no answer from support via email
Automatic translation:
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2 years ago
Hello meikhaske,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet2u Casino. Please allow me to ask you a few more question before we would move forward.
Is this your first ever withdrawal request in the casino? Is your account verified and if yes, since when exactly?
It seems weird to delay the payment for over 2 months if you account is already verified so I hope we will be able to help you out.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello, I'm verified and I've already paid out.
The payment has already been approved 3 weeks ago, just not done
LG
meik
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2 years ago
Hello meikhaske,
What payment method did you use to withdraw? Could you please send a screenshot which would prove that you are verified and that the payment is processed? Please forward it to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Translation
Email is out... THANK YOU Nikolas
Incidentally, I still have another 100 euros in my account, which I cannot have paid out because the other process has not yet been completed. the store is very dubious
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2 years ago
Thank you meikhaske for the provided screenshot. I will now forward your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello meikhaske,
I have reviewed your case and will now contact the casino to see if I can help.
We would like to invite Bet2U Casino to join the conversation and participate in the resolution of this complaint.
Dear Bet2U Casino, can you provide some information regarding the reason for the delay the player is experiencing?
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2 years ago
Translation
I just saw that my withdrawal request that was already approved is also cancelled! For whatever reason. Just made a new withdrawal request of 206 eur. Was rejected again. no idea why
Now I was told that I supposedly have not implemented the money yet. That can not be!! and even if you do, you can tell me that sooner than after 4 weeks
The store is very dishonest. I was NOT even informed by email
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2 years ago
Translation
Now I was told yesterday that I had converted my money and that there was an error and that I should pay out again. done and bang, again canceled by them.
Automatic translation:
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2 years ago
Hello meikhaske,
Thank you for the update.
Dear Bet2U Casino,
Please respond and clarify the reason for the player's canceled withdrawals.
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2 years ago
Translation
I was informed last night that I allegedly did not fully convert the deposit. Therefore, the payout was canceled after 5 weeks. Yesterday I then bet 100 eur again so that bet2u is satisfied and then requested over 300 eur for a payout
standing just now. Payout was accepted!! whatever that means for them
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Automatic translation:
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2 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Translation
I thank you. now I've applied for the payment and just saw that it's allowed.
Many thanks for your help
Automatic translation:
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2 years ago
Hello meikhaske,
Thanks for the additional information, please let us know when your payment has been received.
Kind regards,
Adam
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2 years ago
Dear meikhaske,
Can I ask if there have been any developments regarding your payment? Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.
Kind regards,
Adam
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2 years ago
Translation
So far the money has not been received! I asked again and got the standard answer that she would forward it to the addressee. very unsatisfactory
Automatic translation:
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2 years ago
Thank you for your response, meikhaske.
Dear Bet2U Casino,
Can you provide any update regarding the player's withdrawal?
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2 years ago
Dear meikhaske,
Has there been any progress with your withdrawal? We have had no reply from the casino.
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2 years ago
Hello meikhaske,
I am sorry to hear you have not yet received your payment.
As mentioned, after multiple attempts to contact them we have still had no response from the casino. I’m afraid there is not much that can be done without their cooperation.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I wish I could have been of more help.
Kind regards,
Adam
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2 years ago
We received the following from the player via e-mail:
"Hallo Adam,
I received the 351 EUR from Bet2u via BTC today.
Lg and THANK YOU"
Dear meikhaske,
I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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