Betandplay Casino - Player’s withdrawal keeps getting reversed.

I have been requesting withdrawal for 2 weeks now and going around in circles with customer support. I deposited via visa card and they say U have to withdraw to same payment method but they only give bank transfer as an option. So they asked me to send my bank accounts statement my visa is linked to in pdf form which I've done. And it's been set up and verified by their payments department as well as all my other documents they've requested. Then I go to withdraw again and it's reversed again. This has happened multiple times and they've even said payment was being processed that day and still gets reversed. I have saved all email transcripts to prove their terrible customer services and I'm very unhappy with them sending me around in circles with this small withdrawal.

Dear natznewmail,

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 understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your account has been verified?
• Did you accumulate 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,

Kristina

Yes I have withdrawn from them before but to a different bank account. This time I used my visa card to deposit which is linked to a different bank. Yes my account has been verified. And no bonuses used on these winnings.

Thank you very much for your reply, natznewmail. 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.

Hi Kristina,

I have emailed you directly with correspondence as requested.

Thank you very much, natznewmail, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@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 natznewmail,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Betandplay Casino’s representatives to join this discussion in order to resolve this issue.

Dear Betandplay Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

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.

Dear natznewmail,

I just spoke with a casino representative outside of this thread, and they informed me that your withdrawal was successfully processed on May 29th. Could you please confirm if you have received the funds?

Thank you in advance!

Dear N*****

I hope this email finds you well and apologies for the late reply.

We are pleased to inform you that your payout has been successfully processed May 29th.

We would like to take this opportunity to explain why the process took a bit longer than usual. Initially, we had requested a bank statement for the bank account to ensure the accuracy and security of the transaction.

We appreciate your understanding and cooperation in providing the necessary documents. Your patience has been invaluable in allowing us to complete this process efficiently and securely.

If you have any further questions or need additional assistance, please do not hesitate to contact us. We are here to help.

Thank you for your continued trust and support.

Best regards,

Dear natznewmail,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.