Betmotion Casino - Player’s winnings have been delayed for more than 2 months.

I created a Betmotion account more than 3 months ago. Account verified and used all my rollover. Did the deposit through Binance Pay (they also accepted BTC)...When I tried to withdraw on the website, there was no option to withdraw for non-brazilian players (the website is mainly for Brazil players) so I contacted the Customer Support and they told me there was a problem with the withdrawal method (BTC and Binance Pay) I offered them to pay by BTC and they accepted, they even asked me for my address and in my account I had the withdrawal pending. 30 days passed and they didnt go through with the transfer. Their only answer was "Please have patience". 70 days have passed. I have more than $1100 retained. The customer service keeps telling me the method is down but this week I used another account to ask them and they told me I could deposit and withdraw with BTC with no problem, after I revealed it was me, they lied to me again and told me the withdrawal method was down. They did it twice, told me there was no problem with the withdrawal method and then changed their speech. It's disgraceful, almost 3 months and they are using abusive practices to keep my money. I won't be surprised if they try to block my account to keep my money

Dear davidabadi23,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Betmotion Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

Could you kindly confirm if you passed the full KYC verification?

Also, please note that using multiple accounts is strictly forbidden by the Terms and Conditions.

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

Veronika

Hello Veronica! First, thank you for your collaboration and help.

1. Yes, I deposited through Binance Pay but they offered me to withdraw with BTC, I sent them the BTC address and after that months have passed, you can see the dates
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2. KYC completely passed, I attach images
3. I never created a second account for. The only thing I did was write to customer support with my cousin, and we told them that he wanted to open an account, that they should give us the active methods

Thank you very much, davidabadi23, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, davidabadi23,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betmotion Casino team,

Could you please look into the player's issue and explain the situation? Can you provide him instructions on how he can withdraw his disputed funds or the estimated time frame for processing the pending withdrawal?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings,

Extending the timer for the casino once again because some time ago, I was informed outside the thread that the casino representative should get back to me/us but they have not yet.

However, please note that we are talking about an extra timer over our standard processing times for complaints, so, if no one from the casino comments on the complaint or we are not provided with relevant information/details until the current timer expires, the complaint will be closed in accordance with my previous post. The casino representative will be informed about the same.

Thank you for your patience and understanding.

Hello Branislav! Have you had an internal response from the Betmotion team? I have been over 110 days without receiving the money withheld. The treatment I have received is horrible. "Be patient" the team tells me. It is outrageous, and I don't know what other alternative I can use.

Dear davidabadi23,

I have some good and some bad news.

Good news - I finally managed to connect with the casino representative who was off/unavailable for a longer time, and I am trying to gather all the necessary information and details regarding the case. There is still ongoing communication between me and the casino representative outside the thread.

Bad news - it will take some time, and since there was also a delay on my side during the communication with the casino representative, I am extending the timer for the casino by another 7 days, and we will have to wait. However, if it should be successfully resolved finally, I think a few more days are worth it.

So, I am setting the timer for the casino again, for 7 days. Once I have any news or updates, I will inform you.

Let's wait for what I will be able to gather regarding your issue. Although I got in contact with the casino representative, and I should reset the timer, I informed the casino representative that the timer will not be reset (to 2x7 days), but they have the last 7 days to respond and provide relevant information and details. More than enough time passed after I invited the casino to the thread and contacted them manually several times outside the thread.

Thank you for your infinite patience and understanding.

Thank you Branislav. I am attentive to any news regarding the case. I appreciate your dedication, any information you consider necessary I will attach it to you via this channel.

Dear davidabadi23,

Unfortunately, I have not received any further response from the casino regarding the issue or requested details. They stopped responding completely. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I sincerely believe they will use this option in the near future.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on updates provided by the player via email after the complaint closure, we decided to give this case one more chance to be solved.

Dear Betmotion Casino Team,

Can you provide us with an update on the player's withdrawal process?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings,

Extending the timer once again and contacting the casino in all available ways outside the thread.

If no one from the casino gets back to me/us until the current timer expires, the complaint will be closed (again) in accordance with the information in my previous post, and it will not be reopened until the casino gets back to us or the user confirms a successful resolution.

Thank you for your patience and understanding.

Dear davidabadi23,

Based on your last email, I would like to ask you for updates.

Is there any progress? What is happening there now, please?

Looking forward to hearing from you.

Dear davidabadi23 and Casino Guru.

We are very sorry about this problem. The payment of the pending withdrawals was concluded yesterday.

We are taking measures to stop this from happening again in the future. Our goal is to give our customers the best user experience possible.

Best regards,

Betmotion Team.

Greetings. I need to confirm if the payment was received. I will contact you when this happens.

Greetings all,

Thank you for your emails.

Based on the email received from the player, we are closing the case as successfully resolved.

"Al confirmar recepción del pago te confirmo Branislav"

Great news, davidabadi23!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. 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 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.

Thank you very much, Betmotion Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru