The player from Brazil had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The issue was resolved after the player managed to withdraw their money following extensive communication and document submission with the casino. Although the player faced multiple verification challenges and delays, including an initial refusal of a withdrawal request, the casino ultimately processed the withdrawal. The complaint was marked as 'resolved' by the Complaints Team after confirmation of the successful withdrawal.
Bet7 Casino BR - Player’s withdrawal has been delayed.
Amount: 8,618 R$
Bet7 Casino BR
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Bet7 Casino BR has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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2 months ago
Translation
Good afternoon, I'm going to detail my complaint and I'm almost begging for help in this situation. I've been using the bet7.com platform for months and I've never had any problems with sports betting, I've always made deposits and withdrawals normally, but at the beginning of the month (approximately February 5th) I started having problems. I made a balance of R$8618.95 and when requesting a withdrawal I was asked to send proof of residence and asked to wait 3 days for verification. After 4 days they informed me that there was a discrepancy in the document and asked for another one to be sent, I sent it at the same time and again they asked me to wait for the deadline. After checking on the "reclameaqui.com.br" website, I noticed that the bet7.com platform has not responded to complaints for a month, and there are several complaints of cases similar to mine, which after waiting for several days after the deadline, request another shipment, and then say that they will make a phone call, but they do not return for weeks. After realizing that this may be a scam on users, I became very worried that I would have problems withdrawing my money from the platform, and I am asking for your help because I am already overdue bills due to this delay on the part of the platform, I have lost nights of sleep with this concern because it does not only affect me, I have three children and they depend exclusively on me. Please help me with this. Yesterday my document was rejected again at 23:00PM without any explanation after waiting for 11 days, and my balance was reduced to R$3807.75. I sent another one again, but everything seems to be a scam. I really need this money, please help me, for God's sake. I will use the translator and send the translated text below, I apologize if there are any spelling or agreement errors. Thank you for your attention and please help me again. ----
Good afternoon, I will detail my entire complaint and I almost beg for help in this situation. I have been using the bet7.com platform for months and have never had any problems with sports betting. I have always made deposits and withdrawals normally, but at the beginning of the month (approximately on February 5th) I started having problems. I had a balance of R$8,618.95 and when I requested a withdrawal, they asked me to send proof of residence and asked me to wait 3 days for verification. After 4 days, they informed me that there was a discrepancy in the document and asked me to send another one. I sent it at the same time and they again asked me to wait the deadline. After checking on the website "reclameaqui.com.br", I noticed that the bet7.com platform has not responded to complaints for a month, and there are several complaints of cases similar to mine, which after waiting several days of the deadline, request another one, and soon after they say they will make a phone call but do not respond for weeks. After realizing that this might be a scam on users, I became very worried about having problems withdrawing my money from the platform, and I am asking for your help because I already have overdue bills due to this delay on the platform's part. I have been losing sleep over this concern because it does not only affect me, I have three children and they depend exclusively on me. Please help me with this issue. Yesterday, my document was rejected again at 11:00 PM without any explanation after waiting for 11 days, and my balance was reduced to R$3,807.75. I sent another one again but everything indicates that it is a scam. I really need this money, please help me, for the love of God. I will use the translator and send the translated text below, I apologize if there are any spelling or grammar mistakes. Thank you for your attention and again, please help me.
NOTE: When I try to send an attachment with all the evidence I have of the case, I get the error "Attachment upload has failed". If it is possible to send this later, via e-mail or Whatsapp, I am at your disposal.
When trying to send an attachment with all the evidence I have for the case, I am getting the error "Attachment upload has failed". If it is possible to send it later, via email or WhatsApp, I am at your disposal.
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2 months ago
Dear ricartemt,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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2 months ago
Translation
Thank you for the initial response, but as I said in the complaint, the documents are being sent correctly and they are playing me for a fool, asking me to wait for the deadline and then simply refusing the receipt after it has expired.
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2 months ago
Translation
When I went to reclameaqui.com.br I saw other similar complaints, so it seems they are trying to scam all Brazilians.
The two proofs of residence I sent are valid according to the platform's privacy policy and an attendant even confirmed that everything was fine with my 2nd proof sent. I sent a Vivo phone bill and a credit card statement with the correct address, the same one used to register on the platform. The 3rd one sent today was a residential water bill.
They make the person wait for more than 3 days and refuse the document on the platform, without giving any explanation, just saying "invalid document".
I asked support for more information to find out what was wrong, but they just said: "all clarifications have already been given, please wait for a new deadline".
I'll come back here in 3-4 days and from what I've seen of similar cases, I can already see what they're going to do: refuse the document again and block the account.
I've been filing complaints against this platform since early morning and tomorrow I'm going to see a lawyer so that the appropriate measures can be taken.
I took screenshots of all the transactions and saved all the chat conversations. I have filed a complaint with SIGAP, ANATEL requesting that this platform be blocked, the Federal Police, a MED request, contact with two payment intermediaries "3x" and "staypay", an e-mail to the sponsors listed on the site (Campeonato Mineiro, Campeonato Matogrossense and golshow), a complaint to the licensor Anjouan Gaming, a report to the Metropolitan Police on the website ( http://www.actionfraud.police.uk) and even tried in various ways to contact someone from "Craque Neto's" team after checking out a video of him claiming to be a bet7 sponsor alongside a Portuguese man "Tiago Nunes" who claims to be bet7's CEO (https://www.youtube.com/watch?v=ir65hEQxPFo&t=4s).
I must have forgotten about the other complaints I made because it took me all day, but one thing is for sure, they messed with the wrong person and I won't stop until this site is taken down in Brazil and the damage caused is reversed in court.
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2 months ago
Dear ricartemt,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
Translation
They inform me that it wasn't possible to read the q-code on the receipt sent to me, since the invoice sent doesn't have a q-code, only a barcode for payment, and that after I tested it I saw that it was working normally.
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2 months ago
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Run away from this platform, now they say they will make a phone call, within 5 working days. I've been waiting to see proof of residence since the 6th and now they've come up with this.
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1 month ago
Dear ricartemt,
Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?
Looking forward to hearing from you.
Regards,
Nick
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1 month ago
Translation
Of course, I've just emailed you the logs of the conversation with support.
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1 month ago
Thank you ricartemt for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Hello ricartemt,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Bet7 Casino BR representative to join this conversation and participate in resolving this complaint.
Dear Bet7 Casino BR,
Could you comment on the situation?
Thank you in advance for providing the information.
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1 month 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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1 month ago
Hello ricartemt,
I am in contact with the casino representative outside of the complaint thread, so they are trying to communicate with us. Let's hope they will respond here as soon as possible. I will extend the timer by an additional seven days.
Your patience is much appreciated.
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4 weeks ago
Hello ricartemt,
We are dealing with some technical issues, but the Casino should respond to the complaint thread shortly.
Your patience is much appreciated.
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4 weeks ago
Dear Mr. Ricarte,
Thank you for reaching out and sharing details about your experience with the Bet7 platform.
We understand the concerns you have expressed and appreciate your patience as we work to resolve the situation.
We would like to assure you that all your requests have been duly processed, and we have maintained frequent communication with you, including multiple times a day, to validate the requested withdrawals and ensure that all necessary procedures were carried out correctly.
We apologize for any frustration caused during this process.
As part of our standard procedure, all users undergo a detailed risk assessment, and no withdrawal can be processed until the Know Your Customer (KYC) verification is successfully completed.
In your case, during the KYC process, discrepancies were found in the submitted proof of residence, requiring an additional validation via telephone.
An additional layer of security was implemented since we identify a late betting padron that is not acceptable in our platform.
This procedure is conducted to ensure the accuracy and security of the information provided.
We would like to clarify that, for security reasons, telephone contact for data verification is conducted dynamically, based on availability and the necessity of account verification, with no specific schedule for these calls.
Currently, we inform you that a remaining balance of 0 ( Zero ) since you widrawal all the balance with success.
If you need all the proof of transactions and bank proofs from our side, please lets us know as soon possible.
We also would like to inform you that we reserve the right to close your account and discontinue any additional services.
This decision has been made after a thorough analysis of the situation, aiming to ensure a professional and respectful resolution for both parties.
We understand the importance and urgency of this process for you and remain available to assist you in completing this final step.
Should you require support please do not hesitate to contact us.
We appreciate your understanding and patience.
We assure you that we are committed to resolving this matter as smoothly as possible and will keep you informed about the progress of the process.
Sincerely,
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3 weeks ago
Dear Bet7 Casino BR,
Thank you for your response and the information you have provided.
Hello ricartemt,
Could you confirm that you have received the withdrawals from the casino?
I'll be awaiting your reply.
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2 weeks ago
Dear ricartemt,
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.
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1 week ago
Translation
I managed to withdraw my money from this platform after much struggle.
I sent a valid proof of residence and after waiting for a week they denied it with the excuse that they couldn't read the QR-CODE, but there was no QR-CODE on the receipt and the barcode was working normally, I even tested it.
I sent every document, selfie, video, EVERYTHING I could think of.
After a lot of struggle, they called me on the phone and practically interrogated me, released my withdrawal and on the first attempt it was refused. They told me I had to withdraw a maximum of R$500 per request. Okay, I did the first one and it worked, but the second time it was refused and my withdrawal was blocked again, for further verification.
I had to wait several more days before I was able to withdraw my money from this hovel.
I believed in this platform when I saw CasinoGuru's note here and after seeing a video of a Portuguese man (SALAFRÁRIO) advertising bet7 with former player Neto in Brazil.
The hatred that this platform has caused me during this time with my money withheld and the inconvenience it has caused is something I only know.
From the bottom of my heart, I pray that this platform blows itself up along with all its employees who go along with this scam.
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1 week ago
Dear ricartemt,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
