Betcake Casino - Player’s withdrawal request is delayed.

Hello.

Dear Casino Guru. Help me understand the situation and help me get my money back.

Since 12/23/2024 I have been waiting for my withdrawal request to be processed.

Initially everything was fine. I registered, passed the KYC check. My documents were confirmed. I made several deposits. I requested a withdrawal. My withdrawal was processed within 24 hours. Everything was fine until the moment when the balance accumulated an amount of 835 EUR.

I created a withdrawal request on 12/23/2024 in the amount of 300 EUR and it has not been processed yet.

I wrote in the live chat, support responded to me that my account is undergoing some additional verification and I should wait ... there are no verification periods ... they did not request any additional documents ... I periodically wrote asking when they would withdraw my money. In response, they told me that due to the holidays, the verification was delayed and asked me to write the next day. day...

So I wrote almost every day and they asked me to write the next day. They said that I should wait for an answer by email. More than 2 weeks have passed and I consider such a delay unacceptable. But I still continued to wait.

After today's situation, I decided to write a complaint and ask you for help

I wrote to support again asking when the withdrawal would be approved, and they started ignoring me. They answered me with one phrase. "wait for an email response." I kept insisting that I get some time frame for my verification... but they ignored me again. I wrote that I don't want to play with you anymore and demanded that they give me my money. I created withdrawal requests with the balance remaining.

I want to note that I didn't win much money from them. All the money that I have on my balance, if you add up all my deposits and withdrawals, then it's purely my money. Of the winnings there is 72 EUR

(that is, over the distance I am in the plus by 72 EUR) (screenshots are attached)

that's why I demanded my money from them. I said that I don't need anything else from you. Just give me my money..

in the end, the chat was closed and blocked. I can't write anything else. Support by email also ignores. I sent an email on January 3rd. I still haven't received a response.

I understand of course that there were holidays and maybe some difficulties with processing the withdrawal or some other problems. But I will never understand when they start ignoring and blocking live chats. I was not rude to anyone. 

If there are any changes and I am unblocked in the chat, I will definitely let you know.

Thanks

Dear Slunkom,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports?

Did you play with or without a bonus?

When was the last time you communicated with customer support regarding the payout of your withdrawal request from December 23?

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

Best regards

Veronika