BETANDYOU Casino - Player’s struggling to withdraw his winnings.

Hi guru. I make a deposit with a VISA card of 10euros in this casino maybe 30rd time and i make some wins i had withdrawn moneys and deposit again several times. Now, for no reason they dissappear the way VISA withdrawn for no reason. Suddenly, they ask me to withdrawn the money only with mastercard but i cant because they say told me i have to make the withdrawn to VISA again, but VISA option is just not there. They say now! that problem is on their specialist...! I have the chat with the support. I need your help!

Dear Giorgos,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessary, that it will be offered for withdrawals too.  

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you were offered any alternative method to place a minimum deposit and withdraw your funds?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I undestood that the deposit/withdrawn maybe dont match, but how can i take my winnings when they say that the only way is to take money only with the way that you choose on deposit? The VISA option for withdrawn was there everytime i play and i was used to on this way. For no reason it disappear... Then i talk with support team, they told me to make a deposit with Mastercard and take the money with this way... i made it and again they dont leave me take the money because i made the winnings with VISA they say!!! How can i take the money if there is NOT a VISA option for withdrawns (it was there until yesterday) and even with mastercard they dont let me take them???? I really need your HELP!

Thank you very much, Giorgos, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Giorgos,

I looked at your complaint and will do my best to help you. I would like to invite Betandyou Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

I am happy to wait to see what they gonna say now... I bet some money of 170euros and now they get on 700 my friend guru. Now they ask me for ID verification! it was transaction before that i have receipt in my ebanking and they dont ask for verification..!

Hello Guru again.. Now that i send them all the files they need, they close the site for me. I cant reach the site the problem it's only for me, i checked on internet and the site is UP! but i cant reach it. In which authority can i apply for this to take my money and ban them?

We would like to ask the Betandyou 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear User @Giorgos,

We apologize for not being able to respond to you earlier.

In order to understand the situation, please let us know your profile ID, as well as whether your request is still relevant to you?

Dear Giorgos,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.