Betnuvo Casino - Player’s withdrawals have been delayed despite verification.

I have had several casino winnings over the last week or so, and want to withdraw them. I have tried to withdraw 2500 on at least 8 times rejected. They said initially it was because I wasn’t fully verified, but now I’m 100% verified, and the withdrawals are being rejected.

there is no active bonus, and I have also some missing funds they were investigating from a bet I put on but timed out. People have to date been responsive on chat, but just delaying and making excuses like verification. I have used the same card I uploaded for verification to make the withdrawal.

I have only been a member a week. Please help!

regards S

Dear samski21,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hi,

everytike I click withdraw it goes to pending and is the rejected. Even this morning on chat they said it would be processed today as it got cancelled yesterday due to a backlog?!?!

I can withdraw 2.5k max per day, but after resubmitting only a few hours later it is rejected. Now they won’t answer me on chat. I can understand it could take a few days to process but I’ve tried to get it done 9 times and each time it’s rejected despite being verified.

i need some support.

thanks

s

Further to the above I have now had a further 4 withdrawals rejected at €2500 despite being told by chat on several occasions this would be processed by end of day. I have also emailed support and heard nothing.

Total value of visa deposits €5, 200

total account value to be withdrawn €15,400 (12,900 after latest request)

please help, I cannot wait 14 days as like other customers withdrawals are not being processed. I am fully verified on KYC and no bonuses

Help please…

Hi samski21,

• Could you please let us know if you received any confirmation of successful account verification or any instructions from the casino on how to complete the KYC process? If you did receive a confirmation, could you post a screenshot of it in your reply?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Winnings were not won with active bonus

kyc approvals attached.

thanks

sam

My withdrawal was rejected again today at end of day with no reason given. They have not replied to my email despite saying they would within 24 hours.

Hello

I have now attempted 12 withdrawals, each one rejected.

I contacted the casino yesterday and said I would contact my bank of I didn't hear bavk- which I didn't. Today when I log on the withdrawals rejected and it says PROVIDER IS BLOCKEDmeaning I can't play games/casino/ sports bet or try and process withdrawals.

I have not heard back from yourselves for almost a week and am still without funds. Please help, I have provided all details

Hello,

my balance was 18k this weekend and has now been reduced to €750. I received this message.

"Hello Samuel,

Our team has checked your play history and found breach of Casino Terms and Conditions. You have made more than the allowed bet amount on live casino. The maximum allowed bet amount is 100 euros and you have bet 500 euros. All bets are voided from thid first violated bet.

Kind Regards and Good Luck,

Linda Webster, 

Betnuvo Support Agent"

I have already reported to national fraud and had my card issuer raise a chargeback. How can they say I have breached terms, when the terms are clear lies, stating they have a Curacao gaming licence, which I have in writing proof that they don’t. Thus they are not binding as they were I’ll truths to start with.

how do you suggest I reply?

All my bets on casino were over 100, as the game capped them at like 2500, therefore surely I should at worsecase have €100 less than what I’ve deposited (4.5k)

HELP!

Thanks

Sam

hello, is there a reason why it’s taking so long to get a response? I don’t want to use your important time on this matter if the casino are crooks. My bank is looking into the payments and trying to get a chargeback as I deposited at BetNuvo but the funds went to 8 different unknown websites like MyDates and FundOf.

I have also checked my betting history and their logic is flawed. My first bets were all over the so called Maximum of €100, so all bets should be void bar sporting bets which I have won numerous of, it’s a distraction technique to avoid returning my funds. I plan to reply with this:

"Linda

In regards to your terms and conditions they are not legally binding as they make false statements. You are not licenced to operate under a Curacao gaming licence, I have written proof of such from the regulator. This means you have failed to follow your own terms and conditions which provide misinformation, and you are operating with dishonest intentions.

In your note you said all bets are good from the first violated bet. However that would violate any betting I did with you, as my initial bet was about €100, but it was not €500, so I do not know where you get this information from.

I first raised the withdrawal issue 10 days ago and you allowed me to continue to bet despite being aware of the issues (and you cannot say you were not aware that I had bet over the €100 as I sent an email showing a €1000 bet I placed and won hadn't been credited) alongside a €200 bet which you replied to via email. You also stated on chat that the withdrawal would be processed on the 8th July but it wasn't. I’m therefore of the opinion you had no intention to pay out these winnings. I tried to follow your complaints process as outlined in the Terms and Conditions, but the email address doesn’t exist so all emails are rejected, and Curacao Gaming Licence confirmed they cannot deal with the complaint as you are not registered.

If all deposited funds are returned, I will close my account and take no further action. Should you not return these within 24 hours, please provide a breakdown for how you calculated my current balance which dropped from €18.5k to €750, and provide your company address and incorporation number along with licence details for legal correspondence. Please also confirm what systems you have in place on casino games to prevent overbetting and protect the consumer, like that you have for sports betting. Eg. On sports I could not place a bet above the maximum amount, and the same control should be on the gaming.

I have now contacted my bank and Visa who have all the evidence of not holding the gaming licence, meaning your T&Cs are obsolete and you advertising services without any intention to return the winning or deposited funds.

I look forward to your response.

Sam"

Hello samski21,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi samski21,

I have checked the general terms and conditions, and this is what I found (here):

11.10. Please note that the maximum allowed single bet for any available games at Betnuvo is 100 EUR or equivalent of 100 EUR in any offered currencies, if other limit is not negotiated with the user. There are different limits on Sports Betting. Maximum allowed bet amount on Football, Tennis, Basketball, Horse Racing is 2500 EUR, on Hockey, Formula 1, Cricket and MMA is 1000 EUR. On all other sports maximum allowed bet amount is 250 EUR. Violation of the rules will result in voiding all bets made.

I understand that the casino's terms and conditions include a maximum bet rule for bonus play. However, applying a maximum bet rule to real money play is absolutely unacceptable. The limit should apply only to the maximum bets allowed for each specific game or table, not to the entire session, especially if the table or slot machine permits higher bets.

I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thanks for the update. I did not respond to the email from the casino yet, as was awaiting your response. I look forward to hearing from Peter. At present the have still reduced my balance by over €17,000. As I won some more with the original balance on sports betting. They have also made it so I cannot access casino games, I get an error every time I try and open.

i will not be placing and bets or touching the balance pending a resolution

thanks Sam

Hello there,

Thank you samski21 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 was the player's account blocked and winnings were confiscated.

Thank you!

Hi Peter,

My account was blocked when my balance was €18.493, I was unable to place and sports bets or casino bets.

I then got the email above and my balance shows as €750. I have not tried to place any bets since or contact the casino, however when I do try and open a casino room I get error messages or locked out, so they’ve clearly blocked me.

i have raised with my bank, as I feel this company have defrauded me (notably my deposits went to 5 or 6 random companies) and they said they will look into it.

thanks

sam

Hello, has the casino engaged on this?

Dear samski21, I am in contact with the casino representative discussing your case, I will update you about any further developments. Thank you in advance for your patience!

Thanks Peter, does that mean they have atleast engaged in discussion eg. Replied to you? Thanks Sam

Yes, I was informed that you have violated the Casino Terms and Conditions, and the funds acquired from this were forfeited from your balance. I am currently awaiting more information about this violation. Thank you in advance for your patience!

Thanks Peter, all my bets were over the €100 and the T&Cs are unfair, per your colleagues comments. If they are saying all bets violated above the amount, I think you’ll find my very first bet was over. Right now I’d be happy to just take my deposit back, even though I should be 13k up. They don’t need to know that though.

thanks in anticipation

Sam

Hi Peter

i just tried to log on to my account and they have now completely blocked me. They gave me no notice and have blocked me and taken all funds 🙁

I am unable to download betting history now.

regards sam

Peter,

Here is a screenshot of my first transactions with BetNuvo. As you can see my second and third bets were €200 and €325 on live casino. So if there was a breach (albeit unfair) it occurred then. So all other funds should be refunded. However I believe I should get all funds back including winnings, as this casino has now blocked me without notifying me, and took winnings without telling me in writing or providing a calculation.

lets not forget they emailed me this "Our team has checked your play history and found breach of Casino Terms and Conditions. You have made more than the allowed bet amount on live casino. The maximum allowed bet amount is 100 euros and you have bet 500 euros. All bets are voided from thid first violated bet." Clearly 500 was not the first so called violation. These guys are crooks

Dear samski21, as per our Fair Gambling Codex we believe any max bets for real money play is against the spirit of fair gambling. I am trying to come to a compromise with the casino representative but I don't think they're willing to budge. I will discuss this with them more and update you if there are any new developments. If we aren't able to come to an understanding I will unfortunately have to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. Thank you for your patience during this time!

What about the fact they’ve now closed my account and taken all funds off me??

to be clear since they reduced my account balance by 17k they have now blocked my account so I can withdraw no funds, nor can I get a statement of transactions. Can you ask they provide those to you for independent verification?

the other issue with the account is the €750 they left in the account is now not able to be withdrawn either as I cannot login due to blocking me.

I have informed UKGC who are punching there own investigation into this company, but they said it’s private so I won’t get any updates

I still haven’t been told why my accounts now blocked and I can’t log on either.

can you confirm their licensing authority and details for their legal team. Thanks

Dear samski21, unfortunately, the casino operates without a valid license and doesn't refer to any ADR service so there is no gaming authority to turn to. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

Thanks Peter

when the initial complaint was opened I still had access to my account this has now been revoked, without explanation. Can we ask why? They ignore me.

S

Dear samski21, unfortunately, we weren't able to come to a compromise with the casino. I would point you to file an official complaint with their regulator, however, as you technically broke their terms and conditions they most likely won't rule in your favor. 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 am sorry we could not be of more help on this occasion.

Best regards,

Peter