The player from Spain had a withdrawal pending since April 25th despite having provided all the necessary documentation. The player had been trying for about two months to receive his payment. The player's account was verified on April 23rd, and he had won the money with his first deposit and the welcome bonus. After the player's complaint, we had invited BetMartini Casino to join the conversation. The casino confirmed the player's verification and suggested a bank transfer as an alternative withdrawal method due to issues with the initial payment method. Following this, the player confirmed that he had received his payment via bank transfer. As a result, we had marked the complaint as 'resolved'.
BetMartini Casino - Player's withdrawal is delayed.
Amount: €455
BetMartini Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
BetMartini Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I have had a pending withdrawal since April 25th, having sent all the required documentation. Between the verification process and having my withdrawal rejected, I've been dealing with these swindlers for about two months trying to get paid.
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6 months ago
Hello Judas1965,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetMartini Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Translation
On April 23, they told me that my account was verified. The money I won was with my first deposit and the welcome bonus. I chat almost daily with the casino and the excuse is always the same that they are late.
Greetings
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6 months ago
Thank you Judas1965 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Dear Judas1965,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite BetMartini Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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6 months ago
Translation
Good morning, after 20 days they just reversed my withdrawal again, now with the excuse that the payment method (Neteller) is not available in my country. I have requested a new withdrawal by bank transfer, let's see what they claim now ....
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6 months ago
Dear CasinoGuru team,
On behalf of BetMartini Casino we want to confirm that the verification of the client is completed successfully. After an additional check the client already received an update via mail, apparently there are issues with his payment method so he should request the withdraw via bank transfer or an alternative.
Thank you for your attention and feel free to reach out if you have any further questions or concerns.
Best regards,
BetMartini Casino Team
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6 months ago
Thank you for the information.
Dear Judas1965, please inform us once your withdrawal has been approved
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6 months ago
Translation
Good afternoon, I have just received the payment via bank transfer. Thank you for your intermediation, without which I do not know if I would have recovered my money.
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6 months ago
Dear Judas1965,
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,
Dominika
Casino.Guru
