Betnuvo Casino - Player's withdrawal attempt is delayed.

Hello! I really hope for your help, as I already understand that there are no options to withdraw money from the betnuvo.com website on my own. I registered on the betnuvo.com website about two months ago. I played poker for quite a while (played a lot of hands) and also placed a lot of bets on sporting events (15-20 bets). I made my first deposit of 225.23 euros on August 29 and lost it all that day. The next day, on August 30, I again replenished the site with 211.19 euros. Again I played poker and placed bets on sporting events. In the end, I won a little and had about 560-580 euros in my account (I don’t remember the exact amount). I put money on withdrawal and it all started... I uploaded my identity documents to their website, took and sent a selfie, and also uploaded a bank statement and proof of address (utility bill). But the documents were reviewed for a very long time and I constantly wrote to them in the online chat and by email (support@betnuvo.com). In the end, they replied to me by email that they needed a bank statement or a utility bill in English. Since I live in Finland, it was quite difficult to request a document in English, since our official language is Finnish. But I asked the bank for a statement and they sent it to me in English. After that, I sent the statement to Betnuvo.com, to which I received a response that the statement was not suitable without explanation... I also collected an Internet bill and an electricity bill (all documents clearly indicated my first and last name and address) and sent them to their email. In fact, all the documents met the requirements and there was no reason not to verify my account. Quite a long time passed until they accepted the documents, and then they wrote that they were not suitable and they would make an exception for me... I wrote to them in the online chat every day! I was thrown out of the chat, blocked, they closed the chat on the site from me so that I could not write. After I achieved that they verified my account, I requested a withdrawal. But the money came back.. I tried several times and all in vain. I wrote to them again in the chat and they told me that the current deposit of 535 euros I must bet in one bet on the odds of at least 2 ... I began to argue with them and say that this is not a deposit at all, but a win and in general they do not have such rules and conditions. To which I was told that I "must" do this and only then will the withdrawal of funds be available to me. Well, I bet and won. As a result, I had 1161 euros on my account ... I put this money on withdrawal and the money came back again ... Understanding that most likely they will never give me such an amount, I deliberately lost 430 euros and now I have 683 euros on my account. As a result, I am only in the plus by 250 euros (considering my 2 deposits). And at the moment they simply do not give me the money. They behave like scammers. I ask you to help me with this issue, since I do not know what to hope for.. I am attaching all the evidence of my correspondence with them in screenshots. I am also attaching the rest of the screenshots so that you can verify the truth of my words. In the online chat they say: "wait for a response from the support team to the mail" But for a month there is no response"

Dear Soin76,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve faced with withdrawing your funds from Betnuvo.

To better understand the situation and help resolve this issue, could you kindly provide more details on the following:

• When you initially requested the withdrawal, did Betnuvo provide any clear explanation for why the money was returned or what specifically was wrong with the documents you submitted?
• You mentioned that they asked you to make a bet with your current balance before allowing a withdrawal. Could you clarify if this request was mentioned in their terms and conditions? Did they provide any reference to this rule at the time?
• After you placed the required bet and won, did you receive any further communication from Betnuvo regarding your withdrawal request?
• Have you received any specific instructions or requirements from the casino that were not clearly explained to you at any point in the process?

Could you please send us the screenshots and any relevant communication (such as emails or chat logs) that you mentioned? You can forward them directly to petronela.k@casino.guru.

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,

Petronela

1)When you initially requested the withdrawal, did Betnuvo provide any clear explanation for why the money was returned or what specifically was wrong with the documents you submitted?

Answer: "They have always cancelled and are still canceling withdrawals without explanation! In the online chat, agents constantly tell me that they have no information about this. So I contacted them by email, but no one answers me there either..."

2)You mentioned that they asked you to make a bet with your current balance before allowing a withdrawal. Could you clarify if this request was mentioned in their terms and conditions? Did they provide any reference to this rule at the time?

Answer: No, it was not in their terms and conditions, also when I asked for a link or paragraph stating this, I was simply ignored and given nothing, just told that I "must place a bet", I assume they expected me to lose because the odds were at least 2, but I got lucky and won.

3)After you placed the required bet and won, did you receive any further communication from Betnuvo regarding your withdrawal request?

Answer: no, it's the same thing: in the online chat they don't know why I can't withdraw funds and they tell me to write them an email support@betnuvo.com and find out... But it's useless because I sent them many emails and still haven't received an answer...

4)Have you received any specific instructions or requirements from the casino that were not clearly explained to you at any point in the process?

Answer: Yes, of course. For example, when I sent them documents for address verification that met the requirements - they simply answered that we do not accept this document... I asked why - they did not tell me... They also asked me for a document in English, I sent it to them - they answered that it is not suitable... Without explaining the reasons why it is not suitable.. In general, it was very difficult to get verification from them. Then I placed a bet on my balance with one bet on odds of at least 2.. They also simply told me that I must do this...



Thank you very much, Soin76, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Betnuvo Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Okay, I understand you. In any case, I am grateful to you for your help. I still hope that everything will work out.

Hello there,

Thank you Soin76 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betnuvo Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

Hello! Thank you very much for your support!

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter