Betti Casino - Player’s withdrawal has been delayed.

Hello everyone,

so i'm raising this complaint since i got the feeling that the casino is neglecting my case and causing unjustified delay while processing it. So i reached on the 4th of January 2023 a total balance of 13902,41 Euro and requested immediately a self exclusion to secure the amount. The self exclusion got executed and i got blocked from the website and regarding the terms of conditions i have to contact the support to request a withdrawal of the remaining balance which is 13902,41 Euro. That's exactly what i did so they requested me to send my documents for verification. I sticked to the instructions stated and sent all requested documents for the kyc verification again so normally it should be within a reasonable timeframe successfully done. But now it's over 48 business hours and still no updates neither from the verification team nor from the payment team. Even when i contacted the customer support to get more and near informations i got confused and felt a pure negligence since the same employee kept asking a question whether i sent the email with documents and i already answered him two days ago. It's really kind of messy and that's why i'm raising this complaint to know when my account will be fully verified and get the whole amount withdrawn to my bank account and put an end to this thing.

Dear rad234,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Heyy Petronela,

i would like to thank you first for your quickest reply. I‘m not able to request a withdrawal since my account is blocked and that should only be proceeded via the customer service. The problem is that my account isn‘t verified although i uploaded all requested documents for the verification process as i stated on my previous post. Now it‘s over 3 days where the department is working 7/7 24/24 and according to their terms and conditions the verification process shouldn‘t exceed a reasonable timeframe. Even when trying to get near informations about my case i got the feelings that they ain‘t treating it properly.

That‘s why i felt confused and raised this complaint in order to get further help with this newcomer casino.

I would like to thank you once again for your time and cooperation and i‘ll be looking forward to hear from you back.

Best regards,

rad234

Hello Petronela,

i'm really confused of their way treating my case. Now it's 6 days over and always getting the same message from them "Thank you for waiting. I can see that your case is still under review, I apologize that its taking time, however as soon as we have any update for you we will contact you via email" I just got the feeling that because of my self exclusion and the closure of my account they don't have the intention to pay me the current balance of 13902,41 Euro. I uploaded everything at time and followed all the instructions. My account is still not verified because of an unjustified delay from their side. And i can't request the withdrawal since the only way is to do that from the customer support side after a successfully verification.

So i'm really relying on your help to find a solution to this matter and i would really thank you for that in advance.

Best regards,

rad234

Thank you very much, rad234, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi rad234,

I've just reviewed your case and I'm sorry you're dealing with the delay. I'll try my best to help you by contacting the casino. We'll see what can be done when they reply.

Dear Betti Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case and specify any reasons for the delays in the verification process? Can you confirm that you have all the necessary documents from the player or has there been anything missing?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

Hello Natalia,

This case is under investigation due to several reasons, one of them being miss-match on registered details which our security system has flagged.

Also there is no withdrawal requested on the account. The user closed the account and later requested via email. This is highly unusual and we have to respect the time it take for our investigation team to make a final decision on this matter.

Customer will receive an update via email shortly.

This is our final response on this case here in this platform. Any future response will be by email, directly to the customer.

Kind regards,

Betti

Dear Natalia,

i sent you an explication regarding the miss-match they stating via email. Also i would like to let you know that it‘s really pure negligence from the casino side since i talked with the customer support where they raised my concern to get contacted via email with the management about this case but in vain it‘s like they don‘t care at all.

Dear Betti Casino,

i would like to know how do you see things unusual by requesting a withdrawal via email ? It‘s stated in your terms and conditions that once an account is self excluded the amount should be requested via the customer support which i sticked to. Or for you it‘s better for a problem gambler like me to gamble the whole amount since i‘m suffering from a gambling disorder and then you just say we‘re really sorry you should have informed us and now we can‘t do nothing and at that time you self exclude the account with 0 on the balance + causing further gambling disorder ? Is this the usual case you want to be happening so you make more profit ? Just clarify things please because really it‘s a creepy and strange behavior from your side which‘s totally contradictory and i want the answer to be published here not via email.

Best regards,

rad234

Dear Betti Casino, thanks you for the explanation of your position. However, we would like to ask you for some more details, I will contact you via email.

Dear rad234, could you please tell if you received any further emails from the casino after their last message here?

Hi Natalia,

Since the last message that they sent here, i haven't got any answer back via Email.

Even when i contacted their customer support twice, they told me i'll be contacted by the management team within 48 hours but got no answer whatsoever.

The case is now over 3 weeks but no progress from their part.

I'll be relying on your help because i feel that they're discarding it.

I would like to thank you again for your time and support through this case which is much more aappreciated.

Best regards,

rad234

Good evening Natalia,

i sent you an email now with nearest informations.

Looking forward to hear from you back and would like to thank you for your time.

Best regards,

rad234

Dear rad234,

thank you very much for the information you sent to me. I'd like to ask you what is the country of your permanent residence, what country you chose during the registration at the casino, and what documents you sent to the casino for KYC verification. I'd appreciate it if you can send these documents to me as well.

Looking forward to hearing from you.

Regards,

Natalia

Good evening dear Natalia,

i would to thank you many times for your support through this case. As i told you previously the permanent residence is in Germany but by mistake and since i created the account from Tunisia, the country that has been chosen was Tunisia and in no way i could have update it. Moreover i sent you an email with all details and the documents i sent to the verification department of Betti.

I'll be looking forward to hear from you back.

Best regards,

rad234

Hi rad234,

Thank you very much for all the documents you sent. I have one more question for you: when you registered at Betti and realized that the country was set as Tunisia automatically, based on your IP, when did you inform the casino support about this mistake? Have you made an official inquiry regarding the address mismatch immediately or have you continued playing?

Thank you.

Hi Natalia,

thank you for your reply.

As i told you previously i entered the correct address in Germany and thought that everything was fine. But than i figured out that Tunisia was set automatically in the initial information form while creating the account. This mistake was found out when requesting the self exclusion and i guessed that they will change it by themselves once they'll proceed with the verification of my documents. So i didn't inform them about the mistake.

Best regards,

rad234

Dear Natalia,

any news regarding my case ^^ ?

Best regards,

rad234

Dear rad234, I don't have good news for you, unfortunately. We contacted the casino and they didn't want to provide us with any evidence which would support their position or provide any other information that could help us investigate the case, that's why we cannot really do anything without cooperation from their side. This case will remain unresolved in your favor since I believe that it was an unintended mistake during the registration, based on what you've sent me so far. 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. 

I'd recommend you contact the Gaming Authority at complaints@curacao-egaming.com and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia