Betlive Casino - Player’s winnings have been delayed.

Hello,

I deposited 1000EUR by USDT to this casino, played a while, then requested 1st time withdrawal for 1000EUR in USDT as it max you can withdraw. Transaction was pending for about a 11 days I think but due I lost some balance I canceled it to play further. I was winnings and requested again partial withdraw for 1000EUR in USDT on 4th June, I was playing further and again decided to withdraw 1000EUR on 16 June and I have 538EUR left in my balance that I would like to withdraw too however now I'm have feeling that this casino does not pay out any winnings and it is just scam. I waited 11 days to get my 1st withdrawal processed which did not happened, now I'm waiting already 18 days for 1st withdrawal and 6 days for 2nd and it does not seems promising as live chat support keep promising it will be processed but they don't have any timeframe, their ToS have declared timeframe "3 to 4 working days" which does not look real.

Documentation for KYC was sent just after registration.

ps. Withdrawal limits in casino review by casino guru seems very inappropriate, I was suggested they don't have limits however they have the lowest limits of withdrawals I've ever seen

Dear andrepop1,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with your withdrawals at Betlive Casino.

To better understand your situation and assist you more effectively, could you please provide us with the following additional details?

• Have you received any communication from the casino regarding the status of your withdrawals?
• Could you provide a screenshot or copy of the communication from the casino’s support team, particularly where they discuss the timeframe for processing withdrawals?
• Have you experienced any similar issues with this casino before, or is this the first time?
• Did the casino provide any reason for the delay, or any updates after you contacted their support team?

Additionally, please forward any relevant communication or documentation regarding this issue to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Last time I spoke with them in weekend they told me that it will be processed on Monday and I should contact them this day, Today is Tuesday and I still not received transfer.

I spoke with them today and I was told it is processing, if I did not receive my money till Friday I should contact them again.

• Have you experienced any similar issues with this casino before, or is this the first time?

-No this is my first time using this service and despite previously mentioned withdrawal it's my first.

• Did the casino provide any reason for the delay, or any updates after you contacted their support team?

-Before they excused that they have many withdrawal request and due high traffic is delayed.

Unfortunately I don't have such communication proofs as most was done over livechat that does not store history.

Hi,

As mentioned before 1st withdrawal should be processed till Friday "today" however I still did not receive any transfer, I contacted live support now and seems like they don't care much as they just again reply with empty promise "soon as possible"

I'm waiting over 3 weeks since 1st request already.

Thank you very much, andrepop1, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 in the near future.  

Dear andrepop1, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Betlive Casino outside this complaint thread and let you know any new information once I receive it.

Hello,

Today I received first and last withdrawals 1000EUR from 4th June and 568EUR from 25th June however the middle one of 1000EUR from 16th June is still Pending, It's kinda weird that they processed in that order but I'm happy that finally I received my money. I'm waiting for the rest.

Dear andrepop1, 

thanks for the update. I am glad you received part of your money. I am still waiting for casino to get back to me. Please let me know once you have any new information.

Dear andrepop1, 

I received a message from the casino representative. Your withdrawals will be paid in instalments. You should receive the last payment next week at the latest. Please keep us informed whether the payments are arriving.

Dear andrepop1,

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.

Hello,

Today I received last missing payment, so full amount is completed, case seems resolved.

Much thanks for help.

Thank you, andrepop1, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina