Betinia Casino - Player claims that payment has been delayed.

2 weeks ago during weekend I won some money in casino and on sportsbet (about 2000 euro). On monday morning i was asked to send documents to complete verification process. I send them in mondady morning. Now its 2 weeks without any infromation on process. Meanwhile Betinia was limited my account to only low stakes on big markets in sportbookings. I send them like 4-5 mails to their support and they only answered to 2 mails with generic response: "Please note that the Finance Department is trying to complete your account verification as soon as possible." Really unpleasnt expierence.

Dear m4r33k,

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

They ask me to verify my profile 20.02.2023 i send the docs right away. Then i asked live support how long it will take - resposne is it's should be over by 3 work days. Today is 06.03.2023 and they still do nothing about verifcation procces. No verification, no information, just dead silence.

Dear m4r33k,

Have you received your withdrawal from the casino yet?

No, i don't recive withdrawl, and still my account isn't vetified.

Thank you for your reply, m4r33k. Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

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

Thank you for the response. Now its all good. I get money, and im closing my account on this website.

Do I understand correctly that your issue has been resolved? Can we now close the complaint?

Yes

Dear m4r33k,

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,

Kristina

Casino.Guru