The player from Germany attempted to withdraw €629 in winnings, but after approximately 70-80 rejected attempts due to "technical problems," only successfully withdrew €20 once. Despite being fully verified, the player's repeated inquiries yielded unhelpful responses from customer support, causing frustration. The Complaints Team intervened, and after communication with the casino, it was confirmed that the technical issues had been resolved, allowing the player's withdrawal to be processed successfully. However, the player later experienced difficulties placing bets and reported ongoing issues, which the casino acknowledged and sought to address. Ultimately, the complaint was rejected due to a lack of response from the player regarding the resolution of the issues.
BetiBet Casino - Player's withdrawal is delayed.
Amount: €629
BetiBet Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Dear Casino Guru Team,
I have been trying for a considerable amount of time to withdraw my winnings (the amount is €629) which were earned without any bonuses.
I am fully verified and received my confirmation email weeks ago. Over these weeks, I have made around 70-80 withdrawal attempts.
All of these attempts have been rejected with the explanation of technical problems (which were not explained to me in detail). Instead, I was suggested to use a different withdrawal method. However, I was able to withdraw €20 once, and after that, nothing worked again.
The customer support seems to be annoyed with me already, and I keep getting the same chatbot-generated email which does not address my query.
Once, I was told that my bank rejected the transfer from the casino. But a quick call to the bank revealed that this was, of course, a lie.
I am quite at a loss as my experiences seem to align with those of other users at this casino.
I hope you can assist me further.
Hello frodo200150,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetiBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Which payment method are you using? Did you try a different payout method by our own? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello,
I was verified on 22.7
I chose the payout bank transfer with two different options.
The last contact was about them giving me a reason for the technical problem. I made this request several times and apart from the false statement that the transfer was rejected (my bank never received an order), there was never a reasonable answer.
Thanks for your help
Dear frodo200150,
Can you please forward the communication between you and the casino along with your withdrawal history from the casino to nikolas.b@casino.guru?
Hello Nick,
I have sent you the requested information to the email address provided.
Thank you for your support
Dear frodo200150,
The screenshots from the e-mail containing the communication are barely visible and unreadable. Is it possible to resend them in a better quality?
I have sent you the files in better quality.
Unfortunately, at the beginning the number of files was too large to send them in decent quality.
Thank you frodo200150 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello frodo200150,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite BetiBet Casino to join the conversation.
Dear BetiBet Casino,
Can you please provide more information as to why the player's withdrawals are being rejected? What payment method you can offer to the player that is guaranteed to work?
Dear Michal,
Thank you for bringing this withdrawal situation to our attention and sharing your experience. We sincerely apologize for the inconvenience and any anxiety this may have caused you.
After a thorough review of this case, we can confirm that the account was successfully verified and all necessary steps were followed correctly. Our withdrawal process operates on a first-come, first-served basis to ensure that all withdrawal requests are distributed fairly and promptly to all players. Under normal circumstances, withdrawals are processed fairly quickly, however, in this case, there was a technical issue with the transaction.
This technical problem was not related to the verification process itself, but arose due to circumstances beyond our control. We are constantly working to improve our systems and have already taken the necessary measures to ensure that such incidents do not occur in the future. Our technical support team stepped in immediately to resolve the issue.
Fortunately, once this technical error was resolved, your withdrawal request was successfully processed and the funds were transferred to your account. We are very sorry that the situation caused a negative experience and forced you to leave a bad review. We really appreciate the feedback from our players as it helps us to improve our service and make it even more reliable.
We apologize for this inconvenience and thank you for your patience and understanding!
Best regards,
BetiBet Casino
Thank you for the provided explanation, BetiBet Casino team.
Dear frodo200150,
As mentioned by the casino team, there were some technical issues with the transactions that were beyond their control. I understand that from a user experience point of view, this is not ideal, however, sometimes there can indeed be unforeseen issues that occasionally occur. Nevertheless, you should have received your winnings by this time. Please let me know if I can assist you with anything else or if I can proceed with closing your complaint as resolved.
The payout finally worked but unfortunately I can no longer place bets.
Dear BetiBet Team,
Could you please provide clarification regarding the recent delay in payment? Additionally, would it be possible to consider offering the player an alternative payment method to help facilitate a more efficient withdrawal process?
Dear Casino Guru Team,
Thank you for sharing the player’s concerns. We appreciate the opportunity to explain the situation in detail.
The previous withdrawal requests were canceled due to technical issues that, unfortunately, were out of our control. We understand how frustrating this can be, which is why we recommended using alternative withdrawal methods to avoid these issues in the future. The following methods are available and may provide a smoother withdrawal experience:
E-wallets (such as Skrill, Jeton, Neteller, etc.)
Crypto transfers
Bank Transfer
Inpay
These methods often resolve the technical difficulties experienced with other options, and we encourage to give them a try.
Regarding the withdrawals, we carefully reviewed the account, and based on our records, withdrawals where the wagering requirements were fully met were processed successfully. However, the most recent withdrawal attempt was canceled due to the fact that the wagering requirement on the deposit wasn’t fulfilled.
According to our Terms and Conditions (T&C - https://play.betibet.com/terms-and-conditions), every deposit must be wagered at least x3 before any withdrawal can be processed. This is a standard requirement to prevent bonus abuse and fraudulent activities. In the player’s case, the required wagering amount is €110, which means they need to place bets worth three times the deposit amount before the withdrawal can proceed.
Once this requirement is met, the withdrawal should go through without any further issues. We apologize for any inconvenience this has caused and are here to assist our user with any questions or concerns regarding the process.
We hope this explanation helps to clarify the situation, and we remain available to provide further assistance if needed.
Best regards,
BetiBet Casino Team.
Great, but unfortunately I can't place a bet...
It's really unbelievable what's going on at this casino
Dear BetiBet Team,
Could you kindly clarify the reasons behind the player's inability to place bets? It appears that there are several issues concerning the player's account that impact not only the withdrawal process but potentially other functionalities as well. Are these issues exclusive to the player's account, or are there any ongoing changes or updates affecting your entire platform?
Dear Casino Guru Team,
Thank you for contacting us and for your trust in our team. We understand the situation and appreciate your patience while we resolve this issue. After receiving your message, we immediately launched a comprehensive review and took the necessary measures to restore the platform to normal operation.
We are pleased to announce that all platform functions, including the ability to place bets, have been fully restored. Players now have full access to all services without any restrictions or delays. In addition, we have conducted additional tests to ensure the stable operation of the platform and are constantly monitoring its condition to ensure uninterrupted operation and maximum user comfort.
We would like to assure you that we take the quality of service and promptness of resolving any issues that may arise very seriously. We value your time and understand the importance of uninterrupted access to the platform's functionality. Your satisfaction is our top priority, so we continue to improve our processes to avoid similar situations in the future.
If you have any additional questions or need any other assistance, our team is always ready to provide you with prompt and professional support at support@betibet.com. We appreciate your cooperation and are ready to help at any time convenient for you!
Best regards,
BetiBet Casino Team.
I don't understand the casino...I was able to place 3 bets and now nothing has worked since yesterday. I find this all really outrageous.
Dear Niko and Casino Guru Team,
Thank you for your feedback and for letting us know about the difficulties you encountered while placing bets on sports events. We sincerely apologize for the inconvenience you have experienced and understand that this situation can be frustrating.
To help us resolve the issue as quickly as possible, we ask for more information. In particular, please specify which sporting events you were trying to place bets on and the time when you encountered the problem. This will allow our technical team to conduct a thorough analysis of the system and identify possible causes of the failure.
If you receive an error message while trying to place a bet, please provide the exact content of the message or its code. This will help us identify the problem faster. Please also let us know if you have experienced similar difficulties before.
We greatly appreciate your time and patience and want to assure you that our team is doing everything possible to ensure the smooth operation of the system.
We look forward to hearing from you with additional information to resolve the issue as soon as possible. If you have any further questions, please feel free to contact us at any time at support@betibet.com.
Dear frodo200150,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear frodo200150,
Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us, frodo200150 if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
