Bethard Casino - Withdrawal of player's winnings has been delayed.

ola

eu estou tentando solicitar um saque na Bethard desde o dia 26-10-2022 e nao estou conseguindo.

já verifiquei a minha conta e eles mesmo dizem que minha conta está totalmente verificada e toda OKAY, porem, até hoje nao recebi o meu dinheiro.

Já entrei em contato diversas vezes no chat da BETHARD e diziam que eu precisava verificar a minha conta por completo, assim eu fiz, enviei toda a documentação e minha conta foi verificada.

Após isso, solicitei o saque novamente, e até hoje nao recebi. Eles dizem que estão tendo problemas com a ASTROPAY.

Eu acho curioso o fato de, SUPOSTAMENTE, a ASTROPAY estar problemas, mas para efetuar deposito com ASTROPAY na BETHARD está funcionando perfeitamente.

ou seja, para depositar está funcionando perfeitamente, mas para sacar, eles dizem que estão tendo problemas.

Eu depositei com Astropay e o metodo a receber deve ser o mesmo.

A Bethard está, claramente, enrolando para me pagar.

obs: me falaram que eu posso sacar com MUCHBETTER, mas a MUCHBETTER só aceita USD, ou seja, eu sou do BRASIL uso BRL, eu perderia dinheiro na taxa de conversão. E eu também não tenho conta na MUCHBETTER, tenho conta somente na ASTROPAY (metodo que eu fiz o depósito)

Dear limabre,

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

Dear limabre,

Have you received your withdrawal from the casino yet?

Ola!

Desde já agradeço a sua ajuda.

Hoje faz 19 dias desde que solicitei o saque, foi solicitado em 26-10-2022, e até hoje nao recebi.

Gostaria da sua ajuda para receber o valor.

OBS: a minha conta é totalmente verificada pela BETHARD.

Obrigada

Thank you for your reply, limabre. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Ola!

é o meu primeiro saque. não utilizei nenhum tipo de bonus.

o status do saque está como INICIADO.

Thank you very much limabre for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, limabre,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bethard Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bethard Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

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 limabre,

I received a reply from a casino representative via email.

"Thanks for getting in touch and sorry for the delay in our response.

I have been checking this with the payment department that has advised the player in detail how to resolve this issue so the withdrawal can be sent."

Can you please provide me with an update on your issue? Is there any progress? What information did you receive from the casino? Is the casino able to process your withdrawal?

Ola

a Bethard entrou em contato comigo via email. Eles querem que eu saque com MUCHEBTTER. Porém, o meu deposito foi com ASTROPAY, entao, devo sacar com ASTROPAY. Eu sou do Brasil, a minha moeda local é BRL, a MUCHBETTER só trabalha com a moeda USD, ou seja, as moedas são diferentes, e eu não consigo utilizar MUCHBETTER em BRL.

E mais: eles sempre disseram que a minha conta estava 100% verificada, depois que eu abri a reclamação aqui no CASINO GURU, eles me enviaram um email solicitando uma série de documentos adicionais absurdos. Estão claramente dificultando o saque. Fazendo de tudo para eu não retirar o valor solicitado.

Dear limabre,

Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it does not mean necessarily, that it will be offered for withdrawals too.

If you have been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

What payment methods are available for withdrawals in the cashier section of your casino account? Should the casino make a withdrawal manually, or do you have the Muchbetter option in your account?

If the casino advised you to use Muchbetter for withdrawal, it should be possible to withdraw there and then transfer your funds anywhere after receiving them.

Eu não tenho conta MUCHBETTER.

A opção de retirada que aparece para mim é ASTROPAY. eu seleciono ASTROPAY e fica com uma mensagem de PROCESSANDO O PAGAMENTO. Mas nunca é DE FATO recebido em minha conta ASTROPAY. obs: minha conta ASTROPAY é verificada na BETHARD.

It was already explained in my previous post, limabre.

Were you provided with a reason why it is not possible to make a withdrawal to Astropay account? What next steps did the casino recommend? Can you please share the communication with the casino with me?

Feel free to use my email address (branislav.b@casino.guru).

If the casino advised you to request a withdrawal via Muchbetter, I recommend you follow its instructions. You mentioned that you have been waiting for the payment since October 26. Would not it be more convenient and less time-consuming if you create a Muchbetter account and the casino can send your withdrawal there?

ola!

dizem que estão com problemas no ASTROPAY. mas para depositar, foi depositado sem nenhum problema. mas para sacar, dizem que estao com problemas.

depois que abri minha reclamação aqui no Casino Guru, eles me solicitaram extrato bancário. minha conta sempre esteve 100% verificada. inclusive, eles falavam que estava verificada e eu poderia solicitar um saque com MUCHEBETTER a qualquer momento. depois que eu abri minha reclamação aqui, tudo mudou.

Hoje faz 3 dias que eu já enviei o meu extrato bancário e até hoje nao foi processado, nem responderam. me prometeram 1 dia para verificação do documento, hoje já é o terceiro dia e nada de resposta.

obs: tive que fazer uma conta MUCHEBETTER e ela já está aprovada pela BETHARD. porém continuam dificultando o maximo para eu solicitar o saque.

obrigada

Dear limabre,

Thank you for your email, provided screenshots, and the update.

I explained it above. From time to time, such a situation may happen, and the casino cannot influence it. The good news is that the casino is able to pay you the disputed funds.

What documents did you last provide the casino with, please? Did you also provide them with the requested documents for your new Muchbetter account?

If the funds should be paid to your Muchbetter account, this payment method has to be verified too. However, I am sure the casino will check your lastly uploaded documents shortly, and you will be informed about the results or requested to provide additional documents. Please, just stay patient and positive, and provide the casino with a few more business days to review the uploaded data.

Dear limabre,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru