The player from Brandenburg requested a withdrawal less than two weeks prior to submitting this complaint. The bank had requested a bank statement to verify the player's last deposit. While this was being discussed, the player played away their balance so there was no choice but to reject the complaint.
BetAmo Casino - Player believes that their withdrawal has been delayed.
Amount: €150
BetAmo Casino
Safety Index:Above averageSafety Index
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7.3
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
It's not a lot of money, but the casino wants me to send me a bank statement showing the withdrawal amount, and I got an email from the casino that the amount has arrived.
It is the best casino in Germany, says the website. Plus fast payout within 12 hours! Both of which are wrong!
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2 years ago
Dear schreiter1910,
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
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2 years ago
Translation
As I wrote before: It's not about my verification! It's about proving I've made a deposit! Why should I prove that when I got a confirmation email from Betano that the money from my deposit had arrived???
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2 years ago
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Why 10 days? It's about my documents I should upload! I keep getting a rejection of the payment of the amount! I can do what I want. They're always missing something! Sometimes it's the wrong format, then the ID card can't be seen properly! I can't see my bank statement correctly! They always find a reason not to pay out!
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2 years ago
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You don't want to pay out late, the casino doesn't want to pay out at all! I'm supposed to prove that I've made a withdrawal! But I got a confirmation from the casino that my payout has arrived!
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2 years ago
Thank you for your reply, schreiter1910. Do I understand correctly that you have provided proof of deposit, but the casino rejected the document?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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It's over 20 emails. I am sending the proof from Betamo that I have deposited.
How do I make an attachment?
-------- Forwarded Message --------Subject: Your deposit has been receivedDate: Tue, 19 Jul 2022 09:26:52 +0000From: Betamo
Hi Ramona S***.
We are happy to announce that we have confirmed your deposit of 20 EUR and credited it to your account.
This is an automated email. Please do not send an answer. If you should have any questions, please do not hesitate to contact our support service.
Betamo.com is owned and operated by N1 Interactive Ltd, a company incorporated under the laws of Malta with registration number C 81457 and registered address at 206, Wisely House, Old Bakery Street, Valletta VLT1451, Malta. Betamo casino is licensed and regulated by the Malta Gaming Authority under the licences: MGA/B2C/394/2017 (issued on 01/08/2018). Gambling can be addictive. Play responsibly. Betamo casino only accepts customers over 18 years of age.
Edited by a Casino Guru admin
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2 years ago
Thank you very much schreiter1910 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 schreiter1910,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite BetAmo Casino to join the conversation and participate in the resolution of this complaint.
Dear BetAmo Casino,
Can you please clarify what is needed from the player in order to proceed?
Kind regards,
Adam
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2 years ago
Hello,
The casino needs to verify the player's last deposit and that is why the Security Department has requested to provide valid evidence that the deposit was made from the player's bank account.
The player can do it in various ways, but the easiest way is to don't is to upload the bank statement where we can find the deposit in question.
We kindly ask the player to complete the verification in order to proceed with the refund.
Thank you.
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2 years ago
Thank you for explaining the situation, BetAmo Casino.
Dear schreiter1910,
The casino has requested that you supply a bank statement to them that shows your recent deposit. I appreciate you received a confirmation that your deposit arrived at the casino, but this is quite a standard request for the casino to make in order to verify that the payment method belongs to you.
Are you able to provide this?
Kind regards,
Adam
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2 years ago
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It's difficult because I have an online account. Unfortunately not everything can be seen in the photo.
Either it, the name is missing or Betamo cannot recognize that it is your account or the IBAN. I know the IBAN.
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2 years ago
Hello schreiter1910,
Thank you for your quick response. Is there no option in your account to export a statement to a file, such as pdf?
Perhaps you could tell me which online bank you are using?
Kind regards,
Adam
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2 years ago
Dear BetAmo Casino,
If the player could provide the statement in pdf form, would that be acceptable to you?
Kind regards,
Adam
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2 years ago
Translation
One more thing. There was no question of uploading a bank statement. If so, then as a screenshot. As I said, there are the previously mentioned difficulties.
However, I have to admit that I've gambled away the money because I didn't want to have anything to do with Betamo anymore. I was disappointed. But it's actually a super casino, except when it comes to cashing out.
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2 years ago
Hello schreiter1910,
I am sorry to hear that you have played away your balance, but I do thank you for your honesty.
As there are now no funds to be withdrawn, I am afraid we will be unable to assist any further on this occasion and the complaint will now be rejected.
I hope that you do not experience any similar problems in the future.
Kind regards,
Adam
