Betlive Casino - Player's withdrawal is delayed due to verification issues.

I made a submission to the site. Immediately after making the deposit, I sent the documents for the verification of the player account.

From 20.09.2024 I am waiting for the verification of the account and the approval of the withdrawal of 350 euros. 

From the discussions on the chat with the support team, I am told that the financial department does not work on the weekend and that I should wait for the verification on Monday. 

On 23.09.2024 (Monday) I sent an email at the first hour regarding the status of the verification and the answer was that it would be resolved in a maximum of 24 hours. 

On Tuesday the 24th (after 24 hours) I wrote once more regarding the verification of the account and respectively the withdrawal and they said that it will take a little longer.

I'm starting to think that I don't want to be able to withdraw my winnings

Dear Cristian112,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I recommend that you give it a few more days so that the casino has enough time to review your documents. If the casino fails to verify your documents within a week, please get back to us and we will intervene.

Thank you for your patience.

Best regards,

Kristina

All right! I will come back with details

In the end, the casino approved the documents after long insistence. The withdrawal request has been pending since 20.09.2024. Through discussions with the representatives of the casino, I was told that in a few hours the withdrawal request will be processed. It's been 2 days since they told me that the withdrawal is being processed today, or in a few hours, from the chat with the support team I was told that the faster withdrawal can be made through the electronic wallet. I canceled the withdrawal via IBAN and made the withdrawal via electronic wallet. IT WAS IMMEDIATELY REJECTED, I received an email in which they specified that it is not possible to withdraw by another method compared to the deposit. I understood this (even though they had specified it via chat) now after I redid the withdrawal request via IBAN I receive an email that I have to wait another 2-3 working days in the context where it is Thursday and they do not work on Saturday and Sunday.

Thank you for your reply, Cristian112.  It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals and I am afraid that canceling the initial withdrawal request caused additional delay.

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

The withdrawal request submitted on 26.09.2024 is pending.

Please let's give it two full weeks as I previously mentioned. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The withdrawal was successfully processed after more than 40 emails with various excuses and pretexts. Because of the customer behavior and the evasive answers I received, I closed the player account at this casino

Dear Cristian112,

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, 

Kristina

Casino.Guru