Bets.io Casino - Player's withdrawal is delayed.

At this casino, I used the first deposit bonus to play and won a prize. I cleared the wagering requirements for the bonus, so it was converted to cash. I then requested a withdrawal, but it has been about a week, and I have been inquiring with support. They keep telling me that the withdrawal is under review, but the review has not been completed. I followed all the betting limits and played the game accordingly, but there has been no progress.

I would like to seek advice on this matter.

Dear chibaba,

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,

Kristina

Dear chibaba,

Thank you for reaching out regarding your withdrawal request. We appreciate your patience as we address this matter.

Upon reviewing your account, we have noted that you are not fully verified. As a result, we are unable to process your withdrawal at this time. We have previously sent you multiple requests to complete the verification process, but it appears these requests have not been addressed.

To proceed with your withdrawal, we kindly ask that you complete the verification as soon as possible. This will enable us to move forward with your case.

If you have any questions or need assistance with the verification process, please do not hesitate to contact us.

Thank you for your understanding.

Best regards,

Bets.io casino

I understand. Thank you. If you are unable to get off even after completing the authentication, I will consult with you.

Hello everyone,

Thank you Bets.io casino for providing more insight into this issue.

chibaba, has there been any news? Have you already provided the required documents?

I will submit it to the casino.

However, currently

According to the internal team in the cryptocurrency wallet with the deposit confirmation, one screenshot must contain both my address and the recipient's address.

It seems that photos taken from the blockchain are not allowed.

From the wallet I use

They can only be photographed separately,

I have told them this many times but they have not accepted it.

The casino support person told me to contact the wallet, so I am currently contacting them.

Waiting for wallet response

We are currently waiting for a response from the wallet company.

Regarding the above-mentioned matter, especially the casino group

I haven't received a reply from Bets.io, what is the situation on their side?

Alright, so let's give it a few more days. Please, keep me informed about any further developments.

I received an email from Bets.io Casino and have sent a screenshot to you.

I'm waiting for a response from Bets.io and the wallet company, and if there is any progress,

I would like to turn back now.

Could you please forward all the relevant communication between you and the casino, and you and the wallet company to kristina.s@casino.guru? Thank you in advance.

I was instructed by the wallet company to use EtherScan to submit my transaction history. However, today I received a Zoom call request from the Bets.io site. I was instructed by the site to inquire about the wallet company's transaction history, and even though I submitted the specified information, they continued to make further requests. How long should I respond to such requests?

The video call verification will be done via Skype from 11:00 on November 20th, Japan time.

I have scheduled the date

Time passed and I still didn't hear anything

I sent an email inquiry, but the support team said they would get back to me right away, but I've been waiting for three and a half hours.

Why is this possible?

Please answer publicly from Bets.io

Thank you very much, chibaba, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 chibaba.

I am so sorry to hear your account has not yet been verified.

Did you manage to have a Zoom call with the casino?

I will contact the casino and try to resolve the issue as soon as possible. Now, I would like to invite a Bets.io Casino representative to join this conversation and help resolve this complaint.

Dear Bets.io Casino,

Could you comment on the matter?

Thank you in advance for providing the information.

I just authenticated via Skype.

I was greeted with a few questions and support.

He spoke at length for about 50 minutes.

Just look outside the screen for a moment

I was forced to authenticate in an intimidating manner, such as not taking my eyes off the screen.

I felt very uncomfortable.

I can only speak Japanese, but they asked me to call in English.

When they realized that this was not possible, they asked me to respond via chat, and while I was confused, I responded, but then I was given a warning that was either true or false, not to look for answers, and after spending an hour like an interrogation, I found myself in a situation where my KYC had not been approved for over a day, even though the authentication had been completed.

Dear customer and Casino Guru team,

Thank you for reaching out. We have carefully reviewed your concerns and shared a detailed response regarding the matter. At this point, we are awaiting your feedback.

If you have any further questions or need clarification, please feel free to contact us.

Best regards,

Bets.io casino

I received this email from Bets.io Casino.

First of all, I only have one account and there are no duplicates, and since I play alone, I do not provide access to my account.

To demonstrate this, I have complied with Bets.io's requests for identity verification.

Among these, there was a problem with the wallet that I could not do anything about, and I understand that I responded to the request for video call authentication to make final confirmation that it was me playing the game.

Based on the results of the video verification, we have determined that this decision to confiscate the funds has been made, so we will explain the situation to CasinoGuru.

Regarding Skype authentication, I was told that it would be completed quickly with just a few quick confirmations, but in reality, because I don't speak English, the conversation turned to chat over a video call and I was asked detailed questions.

First of all, the content of the game was from over a month ago, and the attitude was intimidating, so I'm sure there were some confusing moments, but even though he answered my questions immediately, I was told through chat not to make any moves that looked like I was looking for the answers, so I felt like it was leading questions with the intention of confiscating my data.

The video is in the possession of the casino, so we request that they submit it to Casino Guru.

The chat contents will be submitted by us.

Next, there is "Anti-Fraud Policy (2) In the event of attempted strategies or fraudulent activity," but I am planning to play the slots within the terms and conditions and withdraw any winnings I have won.

I used the first-time bonus, but that does not violate any rules. And isn't using a bonus not the player's strategy in the first place, but rather the distribution of the bonus itself the casino's strategy?

This is also a completely meaningless ground for confiscation.

These two grounds for confiscation are clearly unjustified, and we once again demand the return of our funds.

It was displayed as too large and I was unable to send it all at once, so I apologize for sending it in separate shipments.

This is the entire process for Skype authentication.

Hello chibaba,

Thank you for the provided information.

Dear Bets.io Casino,

I have responded to the email. Please let me know once you respond.

I'll be awaiting your reply.

Hello everyone involved, 

We are interested in resolving this dispute, so we are are communicating with the player as well and are awaiting a response and further discussion.

Best regards,

Bets.io casino

Dear Bets.io Casino,

Thank you for your response and the information provided.

Could you respond to my email so we can investigate further?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your message. Please note that we have already responded to your email regarding this matter.

If you have any additional questions or need further assistance, feel free to reach out.

Best regards,

Bets.io Casino

Dear Keita Chiba,

You did not respond to our previous message, so we are sending it again.

After a thorough review, we would like to clarify that our decision regarding your account remains unchanged, as it was made in strict accordance with our rules and policies. The decision to confiscate the winnings remains in force since the rules of our casino were violated. However, as there is an active dispute with you, namely a complaint on CasinoGuru, in the interest of resolving this matter amicably, we are willing to reach a mutual agreement.

Here is our proposal:

We can settle this by refunding only the deposited amount to your account if you agree to withdraw your complaint. Additionally, and this is important, you must acknowledge that you and the other players are connected, which was the basis for the casino's actions. By doing so, you recognize the violation of the rules, and we will proceed to return your deposit after these steps are completed.

This offer is made as a direct resolution between us and is not to be shared or disclosed publicly. We trust you will treat this matter with discretion.

We believe this approach allows us to find common ground while adhering to our platform’s principles. If you agree to these terms, kindly confirm, and we will proceed accordingly.

We look forward to your response.

私のところにこのような文章で返信がありましたがこちらは

カジノ側の不当な裁定と考えており苦情を取り下げるつもりはありません。

カジノグルで裁定の立証をしてください。

Since you did not reply to my previous message, I will send it again.

After thorough review, we would like to clarify that the decision regarding your account remains unchanged as it was made strictly in accordance with our rules and policies. The decision to confiscate your winnings due to a violation of our casino rules remains valid. However, as complaints have been filed with CasinoGuru and there is an ongoing dispute with you, we are willing to reach a mutual agreement to resolve this issue amicably.

Here is our suggestion:

If you agree to withdraw your complaint, we will be able to resolve this issue by refunding only the amount deposited in your account. Furthermore, and this is important, you must acknowledge your connection with the other player, as this is the basis for the casino's action. In doing so, you will be made aware of the violation of the rules, and after these steps are completed, we will proceed with the refund of the deposited amount.

This proposal is made as a direct solution between us and will not be shared or disclosed publicly. We hope you will handle this issue with discretion.

We believe this approach will allow us to find common ground while adhering to our platform principles. If you agree with these terms, please confirm and we will proceed accordingly.

Looking forward to hearing from you.

My name was written in the reply I sent last time, so I would like you to delete it and publish this one instead.

I received this email.

My argument is based on the premise that I did not violate any rules, and I regret that the full refund of the confiscated items was based in part on the oppressive exchanges in the video chat. I would like the reasons provided and the exchanges in the video made public to a third party.

Unfortunately, we are not willing to accept mutual agreements without going through a third party.

Also

You must acknowledge that you are connected to other players by mutual consent.

However, I played under my own name and have never played with other players, so I cannot admit it.

I don't understand why they sent me this email after I contacted Casino Guru, and I don't trust them, so I would like to continue with the matter being arbitrated by a third party.

Dear Bets.io Casino,

I responded to your email on December 3rd and haven't received any response from your side outside of an automatic message. Could you resend the email if you have responded to my email?

I'll be awaiting for your reply.

Dear customer and CasinoGuru,

Thank you for reaching out to us. We want to assure you that we are actively working on your case and doing our best to resolve the matter as quickly as possible.

At Bets.io Casino, we highly value each of our players, and resolving every case is our top priority. We kindly ask for your patience while we continue working on that.

Best regards,

Bets.io Casino Team