Betti Casino - Player's withdrawal is delayed and support is blocked.

Hello

Fully verified on Betti casino. A successful withdraw was made on 18th of April 2024. However, I still did not received any funds. As well, "Customer support" is blocked on my account, I just checked - so I can't contact them. Is about 440 Euro, this is the amount of money. As well, please find attached a picture. Thanks in advance.

Dear rpaul, 

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

Hi

Please see below the answers:

Have you made any successful withdrawals before?

No, first time when I applied for a withdrawal.

Could you please confirm that you have passed the KYC verification?

Yes, I confirm. Fully verified.

Have you accumulated your winnings with or without an active bonus? 

No, I did not used bonuses.

Once again, the withdrawal was successful (on April 18th), but I didn't received any funds (maximum is 5 working days, already 10-12 and nothing). When I asked for details, emailed them (details about the payment in order to ask the bank about the transaction, to track the funds), I was blocked, no answer at all. Hope it's clear. Thanks in advance.

We usually recommend players wait up to 14 days for their withdrawal to appear in their bank account. Before we proceed with the investigation, could you please confirm if you're still waiting for the payout?

Hello

Yes, I can confirm that I am still waiting for my withdraw (nothing in my account after 21 days). Thanks in advance.

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

Hello rpaul,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betti Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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.

Hello. All sorted now, thanks a lot. They apologised and sent the money owed. Apparently a mistake with their operator. Thanks a lot for all your amazing support and help. Best wishes.

Dear rpaul,

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,

Dominika

Casino.Guru