The player from Ireland had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. The Complaints Team advised patience due to standard processing times and potential delays from KYC verification. The player's account was eventually verified, and the withdrawal was processed. The complaint was marked as resolved.
Betsafe Casino - Player claims that payment has been delayed.
Amount: €600
Betsafe Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Hello
On 22 May I requested withdrawal of €600.78, after it I received information I have to pass KYC so I tried to upload my documents by form in their casino. I tried multiple times and I got confirmation that my documents were sucesfully uploaded howeer betsafe claimed that they did not receive it and the form on site asking my still to upload it even just after sucessful upload...
I informed them over mail about this issue, they agreed that I can send requested documents over mail, so I did that.
First they replied the format/site doesn't suit them however I sent requested format in right size and they accepted it, I got one day confirmation that my account got verified
And there is moment when weird moves started, just a while I got another notification that I have to upload documents, I asked by mail support why is that because I just sent them to the correct mail and they replied that they don't accept documents sent by mail and I have to upload over form on site ( what is still broken to this day )
After I described that they received my documents and even verified account, they don't respond anymore to my mails.
This casino started playing unfair games as I see to not withdraw 600€....
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5 months ago
Dear niennko,
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
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5 months ago
Account got finally verified, I'm waiting for payment now.
edit, withdrawal has been processed, you can delete this complain
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5 months ago
Dear niennko,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
