Betonic Casino - Player's withdrawal is delayed.

I'm having an issue with the Betonic Casino. I haven't made use of any bonuses, but instead played with real money. I made a deposit and verified my account. At one point, I wanted to withdraw my money, but unfortunately, I ran into a problem. I requested a crypto withdrawal (1709chf) 6 days ago and contacted them via chat, but I kept receiving the same response. I simply asked them to provide me with an estimated withdrawal time and expressed my readiness to pay an additional fee, but unfortunately, the response remained unchanged. I've attached screenshots of our most recent conversations for your reference. The casino has been very unprofessional.

Dear vladan4053,

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,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The account is verified before the start of the game.

Unfortunately, I'm entering the seventh day of waiting for a payout, cryptocurrency payouts are fast, it usually takes 24-48 hours for the casino to approve the payout.

Unfortunately, the casino uses dirty tactics, they delay the payment, so that unstable players can cancel the payment and gamble their money out of revenge.

The customer service does not give an approximate time for payment.

Thank you for your reply, vladan4053. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Thank you for your help. I'm still waiting for payment.

I received an email today, that my payment is being worked on and that it will be realized quickly.

Unfortunately, the casino stalls so that fickle players lose patience and gamble away their money.

I'll let you know if the payout happens

Thank you! Betonic paid the money after 12 days! Thank you!

I recommend new players not to play in Betonic casino.

Dear vladan4053,

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