Betlive Casino - Player's withdrawal is delayed.

My account is fully verified (passed KYC check). I have requested a withdraw 2 weeks ago and it has still not been processed. I have not used any bonuses and have completed the rollover requirement of my initial deposit, as confirmed by the support team.

The team on livechat is unable to tell me when it will be processed, I believe they are withholding my funds on purpose and do not want to pay me out.

Dear basedschalke,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Have you made any successful withdrawals from this casino before?

When was the last time you communicated with customer support regarding your withdrawal request?

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

Best regards

Veronika

Hi, I talked to livechat yesterday. They always tell me the same stuff : "there are a lot of players requesting withdraws at the moment, the delay is normal. Please ask again tomorrow"

And every day I ask again and they say the same thing. I have not been able to make any withdraws yet with them, they are not a serious company

Thank you for your reply. However, you have not answered all my questions:

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Have you made any successful withdrawals from this casino before?

Hi, I have participated only in sportsbetting. Please note however that this is a withdraw issue and has nothing to do with sportsbetting, so I hope my case will be accepted.

I have not made any successful withdraws with them.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the delay in processing your withdrawal to veronika.l@casino.guru. Include chat transcripts, screenshots, emails, and all the other evidence that could be important for our investigation.

Hi, I have sent the requested documents to your email

Thank you for your email. Has the casino responded to your message regarding the alternative payment method?

Hello,

Now they are insisting that I keep the same payment method. They tell me to recheck the details I sent them but I triple checked these with my bank, there are no mistakes.

They do not understand how to make an interac etransfer

Thank you very much, basedschalke, 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 basedschalke, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Betlive Casino representative to join this conversation. 

Dear Betlive Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Basedschalke and Katarina, I hope you are both well and all is good with you! I have talked with our payment team and I am very sorry for the delay with this payment. I know that explanations are not what anyone is looking for, but I want to still explain that the issue has been with the PSP not on our end and the PSP in question has been Interac that has had problems, but our payment manager is contacting the player today to explain this better and I can happily tell you that the payment will be done today or latest tomorrow, @Basedschalke can you please let Karatina and myself know once you have received the payment. 

Thank you for understanding and your patience, as well as I am sorry for the delay once more!

Wishing all a wonderful day and weekend to come!

Kind regards,

BetLive Casino Rep

Ramu

Thank you for the fast response, Betlive Casino. 

basedschalke, could you please advise if you have received the payment?

Quick update,

The last withdraw with the original payment method failed again so I was asked to re-request a withdraw via cryptocurrency this time. The max withdraw limit with this new method is 1000$ Cad so it will need 3 transactions to be able to withdraw all of the funds.

I have requested a new withdraw now and waiting for it to be processed.

Dear basedschalke, 

thank you for the message. I will keep this complaint open until we receive confirmation regarding the arrival of the requested deposit. Please keep us updated on any developments.

Thank you.

There is 281.93 cad left to be withdrawn. Since there are no payments on weekends, I assume this will be processed on monday or tuesday

Dear basedschalke, 

thanks for the update. I will set the timer to another 7 days. Please keep me informed once you receive your funds.

Hello, I can confirm that the full amount has been recieved. Thank you!

Dear basedschalke,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru