BetFree Casino - Player experiences delays in withdrawal process.

The casino is delaying my withdrawal. I placed an esports bet and was able to win. When I tried to withdrawal I couldn't place a withdrawal due to "technical difficulties". The customer support said that I should try to withdraw "smaller amounts because that seems to work". I was able to withdraw my initial deposit amount but once I tried to withdraw more it didn't work. After a few days I was able to make a withdrawal request and then after a day they declined it and didn't tell a reason. I asked for a reason and they were still referring to "technical difficulties". It seems like this same behavior has been happening to others, because the casino gives the same excuses.

Dear myyjamies,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetFree Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you completed account verification in the casino?
• Could you please share screenshots from your transaction history showing successful and unsuccessful attempts to withdraw funds?
• Could you please share with me your communication with the casino supporting your claims? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

The casino does not have "an account verification". Also the casino does not show declined withdrawals. It looked just like in the picture right now, but after a day the pending withdrawal disappeared and the XRP was back in my balance. I have sent the chat transcripts and the screenshots to your email.

Now they declined the withdrawal again with no given reason. Declined withdrawals cannot be seen in the transaction history, the pending withdrawal just disappeared and the XRP was added back to my balance.

The withdrawal has been cancelled again. They haven't sent any messages why these withdrawals have been cancelled. I have checked my spam folder as well. I asked the customer support why have they cancelled my withdrawal once again and they just said "the matter is being checked by our specialists and we are waiting for an update to come." They have cancelled my withdrawal 3 times now without a reason and just say that the reason is being checked by their specialists.

Now they asked for an identity verification. It is funny how they cancel withdrawals without a reason and then refer to "technical difficulties" and after many days they proceed to do an identity verification. I have submitted my documents to them so let's see what happens next.

Thanks for the continuous updates, myyjamies.

• Have you completed the verification successfully?
• Were you able to withdraw your winnings?

Please let me know.

They requested 5 pictures in total of different things to verify my identity. I submitted them and the next day they asked for one more for some reason. Now it has been 2 days and they are still verifying my identity.

Somehow they verified 5 photos in a day but it has taken 5 days to verify 1 more. They said that the verification will take up to 5 days and it has been way over that in total. Feels like I am not going to get my withdrawal.

I was told many times that the casino will inform me immediately when my account gets verified, yet they didn't send me a message and I figured that out by myself. And now when I try to withdraw the same "technical issue" is happening that was happening before I was asked to verify myself. I press withdraw and the balance gets deducted for a split second and then the amount is added back to my balance without any error message. I asked the support about this and they said that "As regarding withdrawal, we will check it with our specialists, thank you." This was the same answer that they gave me before I was asked to get verified. They are just delaying the withdrawal process on purpose.

Thanks for the continuous updates. myyjamies, 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.  

I still cannot withdraw. The support just says "According to the latest update, this matter has been escalated further within our Financial Department to make sure this is resolved as quickly as possible." Last time they said that it was a temporary maintenance.

Dear myyjamies,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since BetFree Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

Thank you for helping me, I got the withdrawal. But this casino is acting fraudulently since they only let me withdraw after you contacted them.

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 myyjamies,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo