Betano Casino DE - Player claims that payment has been delayed.

Good morning dear friends of casino guru, the complaint is about something they did not comply with, I participated in an event at the beta casino, it was the first time I was ranked top 1 which was an emotion and at the same time an achievement, but unfortunately I have only received, answers that I should expect him to read the clause that we have to see, that I am the one that I should wait for and that discomfort increased so much that from moving on to something happy it made me angry and frustrated, to what I told the casino that otherwise they were going to give me the money, then, that they return what I invested, although I really just wanted to be rewarded and be happy about it, but since they ignore me saying that the law regulates their 48 hours, well, they have passed and now I want the full refund used Since September 12, when the event began, until today, September 21, I, believing in their words, made deposits but nothing with the solution, I attach photos and I hope they please solve this problem, since I am no longer interested Now the prize I only want my refund since for me it was a mockery and indignation towards me, thank you very much and I am waiting for you

Dear bryam1915,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, how about they? They have already made me withdraw normally before, the discomfort is not that but rather because of the event that I told you about, it is like saying you are first place, you win a prize but they put obstacles in your way, in the end so much effort for nothing that is my discomfort, although I have never had problems at least this time as a regular user of them I want them to manifest themselves and be fair in the return since as he stressed more than the money it is frustrating and sad to see that so much effort was not worth it, and what I want, as indicated, is my total refund of the money I used for that event that began on September 12 of this year

Hello dear, you have already made the payment of my winnings, thank you and have a great day, all is well with the beta casino.

Awesome news, bryam1915. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.