BetShah Casino - Player experiences withdrawal delay.

Hi,

This casino has processing withdrawals.

It's been 20 days now since my withdrawal is just pending.

Even after complaining so many times they are not processing the withdrawal.

Please help me in getting my money.

Dear Harsheet99, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

My account is fully verified .

I have taken withdrawals previously also.

No bonus were used for winnings.

Just a normal gameplay and won.

Now my withdrawal is just pending.

Could you please specify what kind of games have you played?

Live casino games by evolution

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.

Till now the casino was paying withdrawal in 2 days only.

But now when I placed the withdrawal,even after 15 days it was pending. I kept asking through live chat and they said" due to very high number of withdrawals we are facing issues and withdrawal will be processed shortly. "

Now after 20 days when I asked them about my money they said your account is under investigation.

It's simply a kind of scam of not paying the money.

Because till now they said my withdrawal is in queue and suddenly they are giving some another reason.

Thank you very much, Harsheet99, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello Harsheet99,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetShah Casino to join the conversation and participate in the resolution of this complaint.

Dear BetShah Casino,

Can you please provide an update on the status of the player's withdrawal request?

Thank you.

Kind regards,

Tomas

Dear player,

Thank you for reaching out to us. We understand your concern about the delay in your withdrawal process.

However, upon reviewing your account, we've noticed that there have been breaches in compliance with our terms and conditions. This has resulted in a temporary hold on your withdrawal request.

Unfortunately, as a result of your breaking the terms and conditions, we're unable to process your withdrawal request.

We strongly advise you to familiarize yourself with the terms and conditions. (see rule 16.10.2.3)

Since your account is under investigation now, we hope you'll play according to rules to prevent any future misunderstandings or inconveniences

Thank you for your understanding.

The BetShah Team.

What do you mean by,"we're unable to process your withdrawal request."?

I play genuinely whether be it slot games or sport bets.

To prevent any inconvenience you have to process my withdrawal first and so only I can deposit again in future.

Check my account I am playing in this casino since 2 years.

It's a request.to process my withdrawal without any delays.

Dear BetShah Casino,

Can you please be more specific? If the player's account is under investigation, what is the next stage of processing the player's withdrawal request?

Thank you.

Kind regards,

Tomas

Dear player,

We prioritize the security and trustworthiness of our platform to ensure a positive experience for all our valued customers.

It has come to our attention that there may have been a violation of our terms and conditions, which necessitates a thorough investigation by our dedicated fraud team. We regret to inform you that your account is currently being investigated under the terms and conditions stated on our website.

Please be aware that Betshah reserves the right to cancel any bonuses and winnings obtained through fraudulent activities, misuse, or unfair advantage. It is important to note that all players must read the terms and conditions before creating an account.

We would like to draw your attention to Rule 16.10.2.3 of our terms and conditions, which explicitly addresses the consequences of bonus abuse: "If a user abuses the bonuses provided, betshah.com retains the right to take punitive actions, including but not limited to the deletion or declination of all current bonuses and bonus winnings, as well as immediate blocking of the user's account. In such cases, Betshah.com shall not be held liable for the withdrawal or compensation of funds present in the account before its blocking."

We appreciate your understanding and cooperation in this matter.

If you have any questions or require further clarification, please do not hesitate to contact our customer support team.

The BetShah Team.

I have not misused any of your bonuses as far as I know.

Misuse means I have placed bets with winnings from bonuses on such games whose output is already known to me.

But here the case is not such.

I have placed such bets.

You guys have updated your policies recently.

Dear BetShah Casino,

Can you please provide me with the statement of the investigation with all relevant evidence attached, to my email address? (tomas.k@casino.guru)

Thank you.

Kind regards,

Tomas

Dear Tomas,

The attached documents have been sent to your email address.

Dear player,

It appears you have breached Rule 16.10.2.3, which explicitly addresses the abuse of bonuses. We want to assure you that we take these matters very seriously to maintain the integrity of our platform and the fairness of our games.

Please note that if the issue was related to a technical problem from our side, we would gladly address it and solve it promptly. However, the issue at hand is not of technical nature, but a breach of our agreed-upon terms.

Please familiarize yourself with the terms and conditions and if have any additional questions, don't hesitate to contact our support team.

Thank you,

The BetShah Team.

Dear betshah team,

It's very shocking that you guys have recently changed the terms and conditions.

Previously the terms if yours casino was different. I have taken withdrawal with same gameplay multiple times and you have processed it.

Now you have changed the terms and conditions so you are saying some other thing.

I never knew about your new terms. You should have informed me .

What about my money?

Dear player,

We truly value our players and offer the best gaming experience on BetShah. Consequently, we keep safe our platform for all players and request to follow the website's terms and conditions.

Having said that, the relevant department has investigated the situation and offered you to complete one-time wagering of the withdrawable amount.

After finishing 1x wagering, you will be able to request the withdrawal and we will process the payout.

Thank you,

The BetShah Team.

Dear BetShah Casino, thank you for clarifying the situation as well as giving the opportunity to the player.

Harsheet99,

Kindly let us know once you have finished the wagering so we can assist you with the withdrawal afterwards.

Thank you.

Kind regards,

Tomas

Hello,

I have placed a new withdrawal request by wagering my money genuinely.

Even I lost around 2995 INR while wagering but it's OK. I am a genuine player.

I request betshah to process my money so that I can deposit and keep continue playing on this site.

One more thing, now I am not able to see any deposit offers on my account .

I request betshah to make me eligible again and allow me to claim deposit bonuses so that I can keep continue playing.

Dear BetShah Casino,

If the player has wagered their deposit, could you please process their withdrawal request?

Thank you.

Kind regards,

Tomas

Dear Harsheet99, please understand that the casino has the right to decide if they allow players to participate in games. Unfortunately, if this is their decision, there is nothing that can be done as they are following their terms and conditions.

Dear player,

I'm confirming that you have wagered your last deposits properly and your withdrawal request is being handled and will be processed within the next few days.

Regarding the offers, Tomas is right. However, we are still interested in addressing your other requests so the team is actively reviewing your case and considering the best possible solution for you.

Thank you,

The BetShah Team.

Dear Harsheet99,

Please let us know once you have received the payment, so we can close the complaint as resolved.

Thank you.

Kind regards,

Tomas

Hello,

My withdrawal is still pending.

Please check and process it so that I can confirm here.

And I request betshah to make my account again eligible for the deposit bonuses.

I'll make sure to play properly.

I assure you about this.

Dear Harsheet99,

I cannot influence the casino's decision regarding this matter. However, please don't forget to let us know once you have received the payment. Thank you.

Kind regards,

Tomas

Dear player,

After a thorough investigation, we found that there were instances where our fair play ethics appeared to be violated. While we take such matters very seriously, we also understand the importance of transparency and fair treatment towards our valued customers.

However, we are pleased to inform you that your recent deposits were wagered fairly and according to our terms and conditions. In light of this, we will proceed with processing your withdrawal request within 3 days.

Regarding your request to receive future bonuses, we have taken note of it and forwarded the matter to our dedicated team responsible for assessing such requests. Rest assured that we will give this request the attention it deserves, and we will keep you informed about the outcome as soon as we have a decision.

At Betshah, we strive to maintain a fair and enjoyable gaming environment for all our customers. Thank you for being a valued member of our community, and we look forward to providing you with a seamless and enjoyable gaming experience in the future.

If you have any further questions or concerns, please do not hesitate to contact our customer support team.

Regards,

The Betshah Team.

Hello,

I have received my withdrawal.

Thanks for the constant support throughout.

I request betshah to allow my account again for deposit bonuses.

Dear Harsheet99,

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,

Tomas