Bets.io Casino - Player’s withdrawal has been delayed.

On 31st May 2025 at 00:20, I requested a withdrawal of 1,150 XRP from my account with Bets.io. As of the date of this complaint, the withdrawal remains pending, with no progress, no meaningful updates, and no resolution.

Details:

I have contacted support and my assigned VIP Manager multiple times over several days.

The only response I continue to receive is that the "finance team is checking" my request.

I have received no timeframe, no status change, and no explanation for the continued delay.

Despite escalating the issue to the management team, I have received no acknowledgment or follow-up whatsoever.

No Terms & Conditions have been violated on my part. My account is fully verified, and the withdrawal request was made correctly and in good faith.

I have maintained full documentation of my gaming session and all communications with Bets.io, which can be provided upon request.

Why I’m Filing a Complaint:

After days of stonewalling and vague responses, I now interpret this situation as a refusal to process my withdrawal, which amounts to withholding of legitimate winnings. This behavior raises serious concerns regarding trust, transparency, and fair treatment of players.

I have already contacted Bets.io via support channels and formally complained to their management, but have been completely ignored. Therefore, I am now requesting external mediation through this platform.

What I Am Requesting:

Immediate release of the 1,150 XRP withdrawal requested on 31/05/2025

A formal investigation into the handling of withdrawals at Bets.io

If appropriate, disciplinary or public recommendations to prevent further player harm

Dear jayshfx,

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.

Hi, please note that this has now been resolved by bets.io after I advised them that I had lodged complaints with the licensing authority behind their gaming license as well as yourselves & other ADRs.

Dear jayshfx,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru