The player from Spain has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.
Betovo Casino - Player’s winnings haven’t been received yet.
Amount: €261
Betovo Casino
Safety Index:HighSafety Index
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8.9
Betovo Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Opened
Current status
Waiting for a delayed payment
8d 23h 44m 45s
Case summary
3 days ago
Public
Public
4 days ago
Translation
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
Automatic translation:
Public
Public
4 days ago
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.
Complaint is pending and will be processed in 8d 23h 44m 45s
