Betonic Casino - Player claims that payment has been delayed.

I wish to complain and at the same warn people away from Betonic.com

Betonic has a rule of 48 hours to complete going over and approving withdrawals.

I have now waited more than 96 hours and every single attempt to get assistance from Live Chat has only resulted in the same answer from every rep. Also, the reps are rude and show no interest, initiative or motivation to help. When I have tried to get more info they simply close the chat on you.

The following is an example of the answer I get everytime:

At 11:42:46 February 14th representative Lexi wrote:

Regarding your pending payout, I can state that our relevant department has been informed about the request and is working to process the transaction as soon as possible. Thank you for your patience, please give us a little more time to complete the process.

No matter how I try....I cannot get any help or assistance from the people that are supposed to do so.

I have also send several emails to support@betonic.com. I have not received one single response.

So, my issue is that I cannot get my funds and not one person in the service departments tries to help me resolvetheproblem.

All other casinos usually pay out winnings instantly. And service usially exceptional. I have never ever dealt with a casino that shows as much disinterest in helping their customers. I had spent over €12.000 on the 11th and when I decide to withdraw about 21% of my winnings they are being withheld for on unaccabtable amount of time breaking betonic's own rules.

I would also like to warn people not to accept bonus offers from Betonic.com. The reason being that the terms and conditions are so complicated and favor betonic totally. The betting requirements are outrageous and they try and cheat you of your money through these bonuses. Please read the customer reviews here about betonic and that will explain.

Dear AllmanBro1,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I completely disagree with your response.

Take Leovegas.com for example. As soon as I request a withdrawal to my credit card or Neteller account it only takes a few minutes.

Also...I have made several withdrawals from Betonic.com and they have always paid within 48 and even 36 hours.

Betonic.com states that 48 hours is the max time it takes to approve withdrawals. I am a regular customer and I am completely verified with passport, documentation with proof of address and pictures of my credit card. There is no excuse for this behavior towards a customer who has spent a lot of money there. I will of course bever ever use them again. But a casino that breaks its own rules when it comes to withdrawals and treats customers like idiots, should not be allowed to run a Casino

Here is a screenshot of my withdrawal request. At the time of writing this my funds are still being withheld and absolutely no answers have been given as to the reason.

I would like to add, that what is most outrageous about all this for me as a customer, is the fact that I have not received one single response from support@betonic.com

Not even an automated response that they will do their best to contact you within 24 hours, which is something I can say all other Casinos that I have tried where I have needed assistance, do.

More importantly, support at other Casinos that I have tried actually responds and assists you whereas Betonic does not.

WHEN I HAVE CONTACTED SUPPORT@BETONIC.COM THERE IS NO RESPONSE,

NO ANSWER AND NO ASSISTANCE. THUS

SHOWING TOTAL DISRESPECT AND DISREGARD FOR THEIR CUSTOMER!!!

How can a Casino even continue in the business when they treat there customers like this? Their reputation should be ruined by now.

I have added this response now, especially after reading the other complaints and reviews that customers have lodged against betonic.com. Also to show my actual withdrawal request.

Hi again😊

I of course wish to thank you for your reply which I forgot to do. It was very much appreciated eventhough I did not quite agree with it😊

However, I do wish to ask Guru, whether or not you will intervene if my withdrawal is still pending 14 days after my withdrawal request? The reason I ask is because you write that "your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you."

In other words if it still says "Pending" after 14 days will you not intervene and help?

I simply do not know where else to find help except here at Guru. Betonic has verified me twice. First they wanted id (passport or driver's license) and proof of residence which both I of course provided and then a withdrawal was immediately approved. When making my second withdrawal they asked for more verification in the form of a picture showing the front and back of my cc. Of course hiding cvc number. As soon as they received that they immediately released my funds.

Now however they do not even participate in any form of communication with me except through live chat. Which, nota bene, refuses to look in to the matter deeper except sending me pre-written replies which I have already shown in my first or second reply here and also recommend that I send an email to support. Of which I have sent several without receiving any response whatsoever

I want to reiterate here that I have all transcripts between me and the reps at live chat where I try to get answers and my issue resolved. Also, I have every email sent by me about this particular issue to support@betonic.com .

Sincerely

AllmanBro1

Hello AllmanBro1,

Thank you for your replies. I would like to emphasize that the timer you see on the top represents the time until we start investigating the issue. As of now, there are 8 more days. If you don't receive your winnings within this timeframe, we will get in touch with the casino and try to find out what caused the delay.

In the meantime, this thread remains active in case you need to inform us about any further development. Please, bear with us. Thank you for your patience and understanding.

Hi Katrina

Thank you for your assistance and I will follow the timer😊

Hi

I wish to inform you that all the funds came this morning. I therefore withdraw my complaint regarding that issue.

However the horrible support makes sure I will never use betonic.com again.

Thank you for the offered assistance. It eas much appreciated.

Best regards

Dear AllmanBro1,

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,

Kristina

Casino.Guru