BET90 Casino - Player's withdrawal is delayed for a year.

I have been waiting for my money to be paid out for a year now. I keep being put off with statements that there are currently problems with the payment... Problems with the payout for a year?

Dear maxes18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can better understand the situation. Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Tomas

Hallo Thomas,

ja bin verifiziert und habe auch bereits Auszahlungen beantragt und auch erhalten. Ich bin mir nicht mehr sicher, ob der Gewinn mit einem aktiven Bonus damals erreicht wurde. Die Bonusbedingungen wurden aber auf jeden Fall erfüllt. Das Bet90-Team hat auf Anfrage auch bestätigt, dass das Geld ausgezahlt wird, jedoch sollen angeblich die Probleme bei einem Drittanbieter anliegen, weswegen die Auszahlung mittlerweile seit einem Jahr nicht getätigt wurde...

Danke für Ihr Engagement!

Thanks for the explanation, maxes18.

Before we contact the casino, could you please forward any relevant communication between you and the casino regarding the issue to my email at tomas@casino.guru? Alternatively, post it here.

Thank you very much, maxes18, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello maxes18,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just so you know, we have received more complaints about long withdrawal delays before and it seems that it is nothing unusual for BET90 Casino to take more than the appropriate time to process withdrawals, however, so far we were able to sort all complaints, so I hope will be able to sort yours as well.

We would like to invite BET90 Casino to join the conversation.

Dear BET90 Casino,

Can you please provide some information regarding the player's withdrawal delay?

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.

Hi Michal, hi Georg,

I will look into this and check internally and get back, once I have an update.

Unfortunately yes, there is still delays with Bet90 withdrawals but I will see about this case and see what I can do to solve this quick. It´s been way too long, I agree.

Regards

Franzi

Good morning guys,

I made sure this payment will be prioritized within the next 2 weeks.

Georg, you will receive an email from our payments team today. They need some additional documents from you. So if you could send these throughout the weekend that would be great. Then next week I will keep an eye on the case.

Regards

Franzi

Hallo Franzi,

danke, dass du dich der Angelegenheit angenommen hast. Ich habe die angeforderten Dokumente hochgeladen.

Ich hoffe, dass es dieses mal funktioniert.

Beste Grüße und Danke

Thank you all for your responses.

Dear maxes18,

As per the response from Franzi, once all your documents are again verified you should receive your winnings.

I have my fingers crossed🤞 that this will be done smoothly and the funds will hit your account soon🙂

Hi Georg,

I was just informed that your payment was sent for processing and the bank already approved all your documents that were sent.

So the money should be on your account very soon. I would say, maybe already tomorrow 🙂

I apologize for the very long waiting time Georg. This is of course not how it should be and I am glad the issue was solved now

Regards

Franzi

Hello all,

many, many thanks Tomas and Michal from Casino Guru. I received the payment now. I think that without you guys I would have never received the money.

Thank you Franzi for taking care of the matter and pushing the settlement!

Thank you!

Great news, maxes18. I'm glad to hear that you finally successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal