BETANDYOU Casino - Player's struggling to request a withdrawal in the casino.

Hello dear kazinoazov team! Please help me figure out my problem. On 06/08/2023 I made a deposit (betandyou casino) of 2 euros using skrill. Before that, I replenished from the visa card, about 5-7 times. I won 40 euros, I decided to withdraw, they refused. I had to fill out the profile to the end (it’s interesting, I made a deposit, I played, it’s okay that neither the name in the profile is indicated, nor the address, nothing at all!). Filled out, again I create a withdrawal request, again refusal, and the reason is that you can withdraw only by the same method as you made the deposit, i.e. rapid (this is what they write), but among the available methods there is no rapid. I address this problem to the support service, and they tell me this: the withdrawal amount should be proportional to the amount of deposits.

I say: what kind of nonsense? Did I break the rules? No. (By the way, they don’t have such information in the rules), why can’t I withdraw?

Answer: try on the map.

Me: There is no such way to display on the map.

Consultant: then send a picture of the card on both sides...and write the address.

I will not describe what happened next, I will send you all the correspondence in files.

Dear Kapibara,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified?

Do I understand correctly your casino account name is different from the name you have under Skrill?

Could you please explain which payment methods are available for you for withdrawals?

Sometimes Skrill can be referred to as Rapid Transfer:

Looking forward to hearing from you.

Best regards,

Tomas

Hello. The account was not verified, personal data was not filled in, but nevertheless I calmly made deposits. In the slrill account, my maiden name, I sent a marriage certificate, asked me to change my last name, but, apparently, this does not play a special role, I not changed. I very rarely use skrill, so I didn’t encounter a problem about another surname. Payment methods for withdrawing a lot of cryptocurrency wallets, there is even cash, but only skrill suits me. card, because I replenished most of all from her, I say that this is impossible, because. this method is not available to me (although the rules say that you can withdraw), then they gave me the address where I should send a photo of the card on both sides. I sent it, I received an answer that now I can withdraw to the card, however, among there were no available methods of this method, I wrote again, well, and then you yourself saw from the correspondence.

By the way, this is also interesting, if skrill can sometimes be called rapid transfer, then, accordingly, I can definitely withdraw to skrill, especially since I replenished with skrill, although they separately have a rapid transfer. What kind of nonsense, then, they write to me ???...

Dear Kapibara,

Could you please advise if you submitted a bank statement from your bank in the form your bank issues it? Was this bank statement accepted as valid?

Could you please show us which payment methods are available for you at the cashier in the casino?

Dear Kapibara,

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.