The player from Germany, with a fully verified account, faced an unprocessed withdrawal of 4800 Euros. The casino cited waiting for a response from the game provider as the reason, but previous withdrawals had no issues. She sought assistance because the casino was not paying out. The issue was resolved after the casino processed the withdrawal following the player's complaint. We marked the complaint as resolved and offered further assistance if needed.
Betandplay Casino - Player’s withdrawal has been delayed.
Amount: €4,800
Betandplay Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I have won several times at this casino, and my account is fully verified. All other withdrawals have gone through without any issues. However, now my withdrawals are not being processed. The casino isn't helping and says they are waiting for a response from the game provider for review, and that’s why it’s not being processed. I’ve never experienced or heard of anything like this before. I won the money without any bonus and just played as usual. Please help me because it is 4800 Euros, and the casino is not paying out!!!!!
Automatic translation:
Public
Public
3 months ago
Hello Lala55,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betandplay Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Since when is the withdrawal pending? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
3 months ago
Translation
Hello. I have now even cancelled a withdrawal and carried on playing, as is always the case... and I am afraid that this is exactly what the casino wants at the moment in the hope that I will lose everything. But now I still have a withdrawal of 2700 euros but this is not being processed either. I don't understand it. When I write to my VIP manager by email I suddenly get no reply and when I ask for support in the chat I no longer get any reply and am always rejected and the chat is simply ended and I am told to be patient because the gaming provider is supposedly still checking, which is usual for big wins, I was told. But I have never had a situation like this before and I have already withdrawn 3000 or 2000 from the casino without any problems. I urgently need help.
Automatic translation:
Public
Public
3 months ago
Translation
Yes, I am fully verified and have never had any problems with withdrawals. I have been verified in the casino for about 6 months. I won the prize with just my deposit, without a bonus.
Automatic translation:
Public
Public
3 months ago
Translation
The payout has not been processed since July 12, 2024. Otherwise my payouts are always processed and paid out after 1 to 2 hours.
Automatic translation:
Public
Public
3 months ago
Translation
Hello. Today my withdrawal was finally processed after 2 days. Thank you
Automatic translation:
Public
Public
3 months ago
Dear Lala55,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
