BetNow Casino - Player encountering unusual withdrawal process.

I deposited $1900. I won just over $6000. When I tried to withdrawal some of my winnings they cancelled it. They stated I needed to be verified. I sent in all the documents they asked for, even though they kept asking for more even after the initial email with the list of what they needed.

They then said that they needed to "refund" my credit card my initial deposit. I told them that it would not go through as my credit card doesn't allow credits from websites. But they insisted and it has now been 5 days and still nothing has been credited to my credit card, so I am still just waiting for them to admit thay they were wrong. At that point I can ask for a payout again and not doubt wait days and days for the to process it. It really feels like all they are doing are just playing games in order to avoid paying me.

The customer service has given me a line that it could take up to 20 DAYS FOR IT TO BE PROCESSED. Is that not absurd???

I just want my money and I want to warn others about this site and their questionable tactics in order to delay paying.

Dear Confusingseeker,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino decided to confiscate your winnings and refund you your deposit? Have you accumulated your winnings with or without an active bonus?

Could you please advise if you currently have any funds in your casino account?

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

Best regards,

Kristina

Dear Confusingseeker,

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,

They refused to payout my winnings until they refunded my credit card which took days. It finally went through.

But then I asked for two withdrawals. One was for $1500 USD by cheque, which I received in a couple of days. The other withdrawal was for the remainder of my balance $4500 USD, this was to be paid out by bank wire. According to their website it takes 5 business days to be received on my end. After 6 business days I still hadn't received it and reached out to them to inquire. They wanted me to prove to them that I hadn't received it yet, like I am a criminal. I sent them a screenshot of my bank statement showing that I hadn't received it. TWO more days go by and they finally get back to me stating that they don't know where the money is, and now their bank may take up to 2 weeks to try and find it. Meanwhile I am still without my money because of their incompetence. I am just getting the run around everytime I speak to someone.

I never used any bonus on the site. The withdrawalability of the money has never been a question. It's there ability to process a withdrawal.

After the run around with the "necessary refund" which wasted days I placed the second request on August 4. If it takes 2 weeks from today to find it, not send it to me, just to find it then we will be at Aug 28. That's 24 days! Then they have to "attempt" to send it to me again!

They asked me for proof that I didn't receive it, I sent it. I asked them for proof that they sent it and they couldn't.

I need help because I feel like they don't care and I'm just speaking to people with a script and don't get any real answers.

Thank you very much for your reply, Confusingseeker. Unfortunately, investigation of lost funds can sometimes take weeks, and casinos usually have no influence on how fast the payment provider works. Could you please post here a screenshot of your withdrawal history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Confusingseeker,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.