Betti Casino - Player's withdrawal is being delayed.

I have been trying to withdraw €635 from Betti1 Casino, but the withdrawal is canceled every time. I have attempted to resolve this through email and chat, but I have not received any help.

All the necessary account verifications requested by the casino are shown as confirmed in the casino's records.

Dear Naichou,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal from Betti Casino.

To better understand your situation and assist you effectively, I kindly ask you to provide some additional details:

• Could you please confirm if you accumulated the winnings with or without an active bonus? If a bonus was active, could you specify the terms and whether they were fully met?
• How long ago did you first request the withdrawal of €635?
• Have you received any specific communication from the casino explaining why the withdrawal was canceled? If so, could you share the details or provide copies of the relevant messages?
• Have there been any recent changes to your account (e.g., new verification requests or updates to your profile)?

If you have any additional correspondence, screenshots, or documentation that may help clarify the situation, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to investigate this issue thoroughly. Without your input and the necessary details, we won’t be able to proceed with your case or work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

"Could you confirm whether you collected the winnings with or without an active bonus? If the bonus was active, can you specify the terms and conditions and whether they were fully met?"

Answer: I have collected the winnings with an active bonus. The bonus was active and the conditions were met.

"How long ago did you first request a withdrawal of 635 euros?"

Answer: I requested a withdrawal for the first time on December 5, 2024.

"Have you received a specific notification from the casino explaining why the withdrawal was canceled? If so, can you share the details or provide copies of the relevant messages?"

Answer: I haven't received an answer as to what information is still needed. I've asked this but haven't received an answer. The last time I was asked for a screenshot when I make a withdrawal: "Try requesting another withdrawal and provide us with a screenshot of the page you see immediately after the withdrawal request so we can continue to resolve the issue."

I submitted this, but haven't received a response in a week.

"Have there been any recent changes to your account (e.g. new verification requests or updates to your profile)?"

Answer: No

Thank you very much, Naichou, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi (romana.r@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Naichou,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Betti Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hi, this customer has been asked to go thru the automatic verification process, this is automated upon his WD stage so if he initiate a new withdraw he shall just follow the given instructions, if this for some reason do not work the Support team can provide him a link in a chat as well.

Hello all.

Dear Betti Casino, thank you for the information.

Dear Naichou, could you do as the casino representative says and let us know how it goes, please?

Thank you in advance.

Regards,

Romi

Hello,

Edited: I just got a link from the chat that I used to verify my account and it went through. So now I'm waiting for the money to arrive in my account.

Hello,

After verification, my account was locked and my money was confiscated. The reason turned out to be the wrong game, which was not on the list at the time.

Hello all.

Dear Betti Casino,

Could you please update us regarding this case?

Thank you in advance.

Regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Naichou,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi