BetToGoal Casino - Player claims that payment has been delayed.

Hi

I have deposited INR 1000 and win inr 4000 now they are not giving my withdrawal as they say i have active bonus wagering remain which is totally false .

There is no bonus active on my account right so why would I need to wager any bonus .

It's already verified account and they first delayed withdrawal by saying selfie with ID player number needed which i have provided .Now they are giving new excuse by saying i have sports sticky bonus wagering remaining which is untrue as it was already lost because I was not able to wager with my sports bonus money which only counts for wagering .

Dear Rocky_210690,

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

Hi,

They are not allowing me to withdraw my real account balance at all it's not about delayed withdrawal.

I submitted the complaint against bettogoal because they are not allowing me to withdraw my account balance.I tried to request withdrawal they cancelled my withdrawal and asked me to send them a selfie with my Player ID mentioned on a piece of paper.My account is already verified I had made few withdrawals before this withdrawal request and I never had any issue.

They informed me they will process my withdrawal as soon as I send them selfie with my Bettogoal player ID on a piece of paper.

I did that and requested withdrawal again as they advised me than again they cancelled my withdrawal request this time they gave me this stupid excuse that I have incomplete wagering and I need to wager INR 35000 to be able to withdraw my balance.

I checked my accounts bonus section there's no Active bonus present on my account at the moment that's needs to be wagered.

I have INR 4500 in my real balance that I won from my real money deposit of INR 1000 that I made on 17 August 2023.

When I go to cashier page it clearly shows that my current account balance of INR 4500 is withdrawal but they won't let me withdraw it just giving lame excuses trying to scam me.

Kindly help!

Thank you

Rocky S***

Thank you for your reply, Rocky_210690. Could you please post here (or forward me) a screenshot of your bonus history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear All

Please be advised that we have re-investigated this issue and as per our system the player has not completed his wagering requirements, please find attached a screenshot to support that fact.

Additionally he was also awarded cashback that was not claimed.

Thank you

Best Regards

The bettogoal Team

There was no wagering requirement for the real money .. Wagering is only required for the sports bonus which was already finished because of in have left no bonus sports money . But they rejected my withdrawal of INR 4000 which was my real money . I have sent the terms and condition for sports bonus wagering that is 15x .. but for real money deposit it's only 1x . So bettogoal forced me to wager my real money winning for 15x wagering to able to withdraw which is total fraud and scam .

I am sending you the screenshot where it's clearly showing real money and it was withdrawable .There was no sports bonus balance in my account neither any active bonus was activated as bonus was finished due to my sports bonus was zero .

The bonus the player used is a sticky bonus, which means the player needs to complete the total wagering of the bonus+deposit with the available balance on the wallet until the full wagering is completed no matter the status of the bonus is on the profile (cancelled, lost, etc.)

On the Bonus Terms and Conditions, it is clearly stated that if bonus credits are part of a player’s account balance, withdrawals from the account are only possible after complete fulfillment of the respective bonus and wagering conditions.

https://www.bettogoal.com/bonus-terms-conditions

Hi,

If a bonus is cancelled than why would I need to wager it??

Do you understand what cancelled means??

This is all scam you have already scammed me of my real money balance of INR 4000 that I didn't need to wager since bonus was cancelled.

If a bonus is cancelled than players are not obligated to wager it since it counts as lost otherwise why would I cancel my bonus!?

I will Never play at your scam casino again.

Thank you very much, Rocky_210690, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Rocky_210690,

I am sorry to hear about your troubles.

Before we proceed:

Did you play online casino games in this casino (slots, table games, etc.), or is your complaint about sports betting? On our website, we are helping players only with complaints about online casinos and not sports betting-related problems - it is not our area of expertise. But don't worry. I can direct you to a mediator who focuses on sports.

My complaint is regarding sports betting.

If you don't mind, I would like to recommend you submit your complaint on SBR (https://www.sportsbookreview.com/contact-us/)

Please submit your complaint to their forum.

We would like to help you, but unfortunately, we do not solve complaints related to sports betting. Thanks for understanding.

Dear Rocky_210690,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I regret to inform you that we will be closing this complaint as it pertains to sports betting, which falls outside of our area of expertise. We are unable to address such complaints.