HomeComplaintsBetreels Casino - Player’s withdrawal is delayed.

Betreels Casino - Player’s withdrawal is delayed.

Black points: 481

Amount: €1,842

Betreels Casino
Safety Index:Below average
Submitted: 24 Apr 2024 | Unresolved : 30 May 2024
Unresolved Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

1 month ago

The player from Ireland had a pending withdrawal request of 1842.5€ at Betreels for 12 days. Despite contacting live support, the player did not receive any substantial information regarding the delay. We attempted to resolve the issue by contacting the casino multiple times without success. The complaint was marked as 'unresolved' due to the casino's lack of response. The player was advised to contact eCogra or the Malta Gaming Authority for further assistance.

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2 months ago

Hello,


My withdrawal from betreels is pending since 12 days, amount 1842.5€, I contacted live support and I got told twice that


"Your withdrawal request is currently being reviewed. The relevant department will contact you via email with an update as soon as possible."


However I never received any information why my withdrawal is not processed yet. They just paste this formula anytime I ask.


It is unbelievable to wait 2 weeks for withdraw from site. I'm afraid casino doesn't want to pay...

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2 months ago

Dear DRplk, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Thank you in advance for your reply.

Best regards, 

Kristina

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2 months ago

Dear Kristina

15 days passed already and still they did not pay out nor I received any information over mail regarding my withdrawal.

Yes my account is fully verified and I have made already 1 successful withdrawal of 144€ (33€ net winnings) which was accepted/processed within same day.

I understand that the withdrawal may be delayed, but it has been in "Pending" status for 15 days, in the withdrawal section it says 1 business day to process and 3-7 business days to transfer. In my case the hold is already twice the maximum requested time.

the longer I wait, the more I start to worry that my funds won't be paid

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2 months ago

Thank you for your reply, DRplk. Did you accumulate your winnings with or without an active bonus?

Could you please advise us on the current status of your withdrawal request? Is it still marked as pending in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Edited by a Casino Guru admin
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2 months ago

Hello

I did not have any active bonus while requesting withdrawal. Transaction has still status "Pending"

It is over 20 days since I requested it... Casino still did not contacted with me regarding this.

It's is unbelievable to wait so long without any information what is going on with my withdrawal.

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2 months ago

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2 months ago

Have you recently tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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2 months ago

Hi, I contacted live support yesterday and they keep pasting same answer in live chat. It's 27th day as I'm waiting for my money and status is still "PENDING"... It seems like they don't even care about it...

I canceled this pending one and requested again right now, maybe it will remind them about my case.

I sent mail with all conversations atempts.

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2 months ago

Thank you very much, DRplk, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

In the meantime, I would like to emphasize that canceling the already pending withdrawal can lead to further delays as most casinos process withdrawals in the order they were requested.

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2 months ago

Hello DRplk,


This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite Betreels Casino representative to join this conversation and participate in the resolution of this complaint.


Kind regards,

Dominika

Casino.Guru

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2 months ago

Hello Dominika, thank you

It's been 32 days of waiting...

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2 months ago

Hi there,


We are looking into this matter and will reply as soon as we have all the information. This was only brought to our attention now and we apologise for the delay you have experienced here.


Regards,

Jonathan

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2 months ago

Thank you for providing the information. We kindly request you to keep us updated on any further developments.

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1 month 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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1 month ago

Hello Betreels

It's been already 40 days since I'm waiting for my withdrawal. Since your last reply here, nothing changed because meanwhile I tried to contact live support and they keep replying with same quote. I'm little bit worried that your reply is just empty promise same as your support live support paste.

Dear Dominika Is anything else I can do except this complain in case they won't reply ? How I will be able to recover my money then?

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1 month ago

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/adr/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.


Best regards,

Dominika

Casino.Guru

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