Betovo Casino - Player’s winnings haven’t been received yet.

My complaint is because I won 2 bets and now they only give me problems to withdraw the money which is 261.43€, I already passed the KYC on 2 occasions, now they ask me for a statement of my account from the last 30 days where all my expenses and income appear including the collection of the deposit, that is personal, I do not distribute statements to companies nor does a broker ask me for so much documentation and they have stricter policies

Now they also ask me for a selfie holding my ID, but they also ask me for a selfie where the handwriting on the ID has to be clearly visible, winking, and the elbow holding the photo has to be completely visible. Trying to take a selfie like that is almost impossible, it's totally ridiculous.

Now they have my bank certificate showing what my account number is, 2 KYCs passed and verified, and an invoice with my address.

Stop asking for confidential information and make the payment

Dear JesusSanchezO,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Now they ask me to send a selfie where the street where I live and the number are shown.

In addition, they require that the sefi have to be holding the ID document so that the letters on the document can be clearly seen and that the elbow of the hand can be completely seen, which is why I already sent a selfie like that holding the ID document and winking, and it is almost impossible for the elbow to be completely seen and the letters on the document to be seen.

What they are asking for is illogical. I have already submitted invoices and a certificate from the bank stating my address and name, and I have passed the KYC tests twice. They are just looking for excuses not to pay you.

They no longer even deign to respond to emails

Dear JesusSanchezO,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear JesusSanchezO,

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.