The player from Japan had been unable to withdraw funds for over a month despite an approved KYC. After the player reached out to us, we asked for more details to better understand the situation. The player provided the necessary information and we invited the casino's representatives to join the discussion. Despite no direct response from the casino, the player later confirmed that the withdrawal had been successful. The issue had been resolved without any clear intervention from the casino's side.
Betway Casino - Player's withdrawal still delayed after KYC approval.
Amount: $2,783
Betway Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
Regarding Withdrawals
Despite having submitted a withdrawal request over a month ago and being told by the casino side that I am in a state to withdraw since my KYC (Know Your Customer) has been approved, I am unable to do so. Whenever I contact them via email, the only response I get is "please wait," with no further progress in the matter.
Automatic translation:
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6 months ago
Dear jtwmT745,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Is any withdrawal currently pending in your account?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
- If you may illustrate the situation using screenshots from your account you can post them here as well.
Looking forward to hearing from you.
Best regards,
Tomas
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6 months ago
Thank you very much, jtwmT745, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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.
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6 months ago
Hello jtwmT745,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite Betway Casino’s representatives to join this discussion in order to resolve this issue.
Dear Betway Casino,
Could you please provide an update on the status of the player’s withdrawal request?
Best Regards,
Jakub
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6 months ago
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.
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5 months ago
Translation
The withdrawal was successful. Thank you very much.
Automatic translation:
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5 months ago
Dear jtwmT745,
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 patience, 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,
Jakub
