The player from Germany requested a payout of 750€ which was approved but he has not received the money after more than three business days. The player confirmed receipt of the payment, so we closed this complaint as resolved.
Betify Casino - Player’s payout is delayed.
Amount: €750
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hello!
This casino accepts players from Germany.
I must file a complaint here.
I requested a payout of 750€. This was approved on 07/20/2023.
I have received many different statements from live chat. First, I was told it takes 1-2 business days via bank transfer.
After the 2 business days, I still have not received the money.
Then I was told it takes 1-3 business days. The 3rd business day and I still have not received my money.
The chat does not help me.
I URGENTLY NEED THE MONEY!
Automatic translation:
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9 months ago
Dear XAbruzzii,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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9 months ago
Translation
My account has already been verified.
And the payout is already approved.
I was told by the live chat that it will take up to 3 business days for the money to reach me.
There is no money and the 3 working days are over.
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9 months ago
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I need urgent help!
The payout is back to pending on the website. That means it has never been edited.
According to the chat I should receive my money in the 5th working day. And I would see it in my account then. What should I do?????
Automatic translation:
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9 months ago
Could you please post a screenshot of the situation with your pending withdrawal? Please also send the chat transcript from your recent interaction with the casino to my email at tomas@casino.guru
I'll await your reply.
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9 months ago
Translation
I have sent the screenshots to the email address provided.
Automatic translation:
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9 months ago
Translation
Payout is still pending.
Chat confirmed to me 3 times to forward it to the responsible department because there was an error at the bank.
My payment has now been open for over 48 hours. I kept taking screenshots.
Yesterday I got confirmed again from 2 people from the live chat that my money will arrive today.
Now they write again no it comes in 5 working days.
I REQUEST URGENT CLARIFICATION
Automatic translation:
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9 months ago
I fully understand your frustration, XAbruzzii. However, I will set the timer for an additional 2 days to allow the casino two full weeks to process the payment. If there’s no development by Thursday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.
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9 months ago
Translation
Thanks very much.
Unfortunately, the money still hasn't arrived.
we'll wait until Thursday. Thanks
Automatic translation:
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9 months ago
Translation
I just got told again via live chat that my payout went down again.
I have now asked if I can change my payout method to E-WALLET. THE bank transfer failed 2 times and the casino does not help me. Neither the live chat nor the email contact.
I ask for urgent help.
Automatic translation:
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9 months ago
I understand your frustration.
Did the casino recommend any alternative method for you to request a withdrawal of your winnings?
Please note that the usual practice is to deposit a minimum qualifying amount to the casino with a new payment method before you are able to use this method for the withdrawal of funds.
Kindly double-check with casino support if this is an option for you and let me know about the result.
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9 months ago
Translation
Unfortunately, they didn't recommend me anything.
I suggested choosing an alternative to make the withdrawal to my e-wallet. This was forwarded to the finance department to see if this is possible. I am now waiting for a reply from the finance department. They will contact me via email.
I only deposited €35 and handed over €750 for withdrawal.
I have already implemented it.
Automatic translation:
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9 months ago
Translation
According to the finance department I would have to wait 5 business days. They didn't say anything about my payment. Just to wait for the time.
I've been waiting since 07/20/2023.
Please help.
Automatic translation:
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9 months ago
Thank you very much, XAbruzzii, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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9 months ago
Dear XAbruzzii,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
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