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

The last time I communicated was yesterday. 7.01. After which my live chat was blocked! I did not take any bonuses and never do, if they offer, I always refuse. I play honestly with my own money.

deposit method used Tron cryptocurrency (TRX)

I made the withdrawal either to Tron or USDT TRC-20 network

I made a deposit from one wallet and withdrew funds to the same wallet

I am ready for any identity checks if required to withdraw my funds!

Thank you for your reply.

Please specify what types of games you played. Did you play slots, live casino, or did you make bets on sports?

Sports betting and a little casino playing

Please forward me the communication between you and the casino regarding the investigation of your account. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

I already said earlier that they blocked the live chat and I can't see old correspondence. They don't answer by mail.

I was simply told that an investigation is underway. But what kind of investigation, what is the nature of this investigation - it is not clear. You need to ask them what kind of investigation it is. They did not ask me for any additional documents!

I would like to point out that almost a month has passed since the withdrawal request was submitted. That is, some kind of investigation has been going on for a month now.

Thank you very much, Slunkom, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thank you, I hope so too

Dear Slunkom,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betcake Casino representative to join this conversation.

Dear Betcake Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

there is an update on my case....

my account was blocked..

I did not receive any message or email from this casino. There was no explanation for the blocking...

We would like to ask the 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’ which may negatively affect its rating.

Dear Slunkom,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka