Betalright Casino - Player's withdrawal is delayed.

My withdrawal is not being processed, and customer service always provides the same chat operator responses advising me to be patient and stating that there is a delay. The casino promises to process all withdrawals within 72 hours, but this behavior seems very dishonest. KYC procedures have not been required by the casino; the winnings were played with real money, and a bank transfer was used for the withdrawal.

Dear finjonukkiz,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

I have checked your withdrawal and there appears to be a delay in processing.

I would like to assure you that there is no need to worry about this and that the withdrawal is safe. We kindly ask for your patience while the withdrawal is processed and apologize for any inconvenience caused.

Once processing is complete, you should receive an email confirmation immediately. Withdrawal has not progressed at all

We sincerely apologize for the delay in processing your withdrawal, Joni. We fully understand how frustrating and inconvenient this is for you, and we truly appreciate your patience during this time. I have not received a withdrawal despite the chat bot saying sorry every day.

The chat still says that unfortunately there is a delay and the withdrawal has not progressed and it has been almost 3 weeks.

Thank you very much, finjonukkiz, for providing the necessary information. I will now transfer your complaint to my colleague  Matej (matej.l@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 finjonukkiz, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concern regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Betalright Casino to join the conversation and participate in the investigation of this case as well.

Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

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.

I have tried to contact the casino repeatedly through various avenues, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system.

Dear finjonukkiz, 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.

In the meantime, I recommend you to contact the Anjouan Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint - or how they responded - at matej.l@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Matej