HomeComplaintsBetreels Casino - Player’s winnings are delayed.

Betreels Casino - Player’s winnings are delayed.

Amount: €1,100

Betreels Casino
Safety Index:Below average
Submitted: 09 Jun 2024 | Case closed : 17 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 months ago

The player from Ireland had deposited 100 EUR, won 1000 EUR, and requested to withdraw 1100 EUR. Despite having a fully verified account and providing a requested selfie with a document, the withdrawal status had remained pending for nearly two weeks. The casino claimed the account was closed due to violations of terms and conditions, specifically citing concerns about document authenticity, and returned the deposit. The player did not respond to further inquiries, so the complaint was rejected due to lack of communication.

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5 months ago

Hello,

I deposited to this casino 100EUR, I won 1000EUR and I decided to withdraw 1100EUR, I requested withdrawal over week ago (28th May) My account was fully verified however they requested from me selfie with document, which I provided. Now almost 2 week passing and they don't pay out my winnings, the withdrawal status is still "pending"

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5 months ago

Hello auchanyuil,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betreels Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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5 months ago

Hello Nick,

I played with my own money, I did not use any bonuses.

I contacted them 2 times regarding this withdrawal, last time yesterday before I made this complain because the answer was the same as previous time.

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5 months ago

Thank you auchanyuil for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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5 months ago

Hello auchanyuil,


This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Betreels Casino to join the conversation and participate in the resolution of this complaint.


Kind regards,

Dominika

Casino.Guru

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5 months ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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4 months ago

Hi there,


According to our Risk Team, the player violated terms and conditions and his account was closed as a result. His deposit was returned and player informed of the reasons on 19 June 2024.


Kind regards,

Jonathan

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4 months ago

Dear Betreels Casino, thank you for the information. Could you please provide me with the specific reason for closing the player's account? You can send the answer by email if it is more convenient for you (dominika.l@casino.guru).

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4 months ago

Hi there,


I have emailed you now.


Regards,

Jonathan

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4 months ago

Hello

They closed my account due "E. Account Registration 7 & 8 point"

My account was verified already before I requested withdrawal, after withdrawal they requested selfie with document that was provided to them, after all they closed my account due "serious and alarming concerns" about authenticity of documents that were sent however as I said I've been verified until I requested withdrawal...

They do everything to just not pay.

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4 months ago

Dear auchanyuil, please check your email inbox.

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4 months ago

Dear auchanyuil,

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.

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4 months ago

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.

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