BETANDYOU Casino - Player’s withdrawal is delayed.

Hello, I would like to file a complaint against Betandyou Casino for a delay in my payment. I made a withdrawal of $30 to my AIRTM e-wallet on May 15, 2024, and today is June 6, and I still haven't received it. The $30 withdrawal is approved, as shown in the attached screenshot. I have contacted Betandyou support, and they always reply with the same thing, saying that I need to wait. However, too much time has passed, and I still haven't received my withdrawal. So, I need your help to find a solution. Thank you.

Dear gonxalooo59,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a 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,

Tomas

Hello. Yes, I have withdrawn several times before and after but this withdrawal was approved and processed for a long time and I never received it. The electric wallet through which I made the withdrawals was AIRTM and I usually receive them within 15 minutes.

I have not been asked for KYC verification of my account.

The profits I obtained were not from a bonus, I deposited several times, I bet and I won.

Thank you very much, gonxalooo59, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (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.  

Good afternoon everyone. The payment was canceled for those reasons, the issue was transferred further for work, and the funds were returned to the player’s balance. At the moment, the funds are already on the player’s balance.

Also from our company the player will be given a bonus for these difficulties. We apologize.

Hello everyone,

My name is Kubo and from now on, I will be taking care of this complaint. Meanwhile, if there are any updates regarding your complaint, gonxalooo56, please let me know.

Dear BETANDYOU Casino,

Thank you for your response. Could you clarify what this means for the player? What steps should he take now to successfully withdraw his funds? Should he submit a new withdrawal request?

Best Regards,

Kubo

Yes, it is enough for him to submit a new withdrawal request.

Hello, after so long I was able to withdraw my money and I have already received it. I see that they promised a hardship bonus which I still haven't received yet.

Dear gonxalooo59,

 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Kubo