Bets Amigo Casino - Player believes that their withdrawal has been delayed.

I'm constantly sending documents every day and a different document in the chat they don't even reply in the email nothing is also not specific I sent a document 6 times and only in the last one did they accept it in the same email they say it's a screenshot further down they say they don't accept screenshot, on the 19th my account was validated right after my withdrawal and canceled because documents were missing

and they ask for 2 or 3 more without any response. it's not bonus money because I never used it

Dear taniamarques1988,

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

I still get no response either in chat or via email

It's been 3 days and I still haven't received any emails saying whether they were accepted or not, today they say working days where it was never mentioned anywhere that it was 3 working days

Chat tries to deceive the customer

Again the withdrawal was denied

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, 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.

I sent 26 documents and they continue to stall me

Thank you very much, taniamarques1988, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you taniamarques1988 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bets Amigo Casino for their help in resolving this complaint. We would like to know what is the problem with this verification process and if we can do anything to help.

Thank you!

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.

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 MADRE – an alternative dispute resolution service (madre-online.eu/about-us/rules-of-procedure/) 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter