The player from Germany is unhappy with her winnings being split into several installments. We ended up closing the complaint as "unresolved" because the casino seems to be stalling the withdrawal process on purpose. The casino provided an explanation that nobody understands and refused to elaborate.
BetWorld247 Casino - Player’s struggling to withdraw her winnings.
Black points: 3436
Amount: €5,000
BetWorld247 Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
7 months ago
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2 years ago
Translation
Wanted to request my payout... It took almost 2 weeks until they even verified my account...felt 150* wrote to the support...totally incompetent and then got cheeky...I really sent it there so often, both in an e-mail with an attachment as well as these tickets that you have to create there and there was always something else, then they should all be in the same format, then again in a different format, then not via e-mail but only via message...well, in the end it has then after two weeks it still worked and then today came the next shock!! You're welcome!!! I've never heard of anything like that...especially since I had already paid in over a couple of €100 over the last few months and now €50 every 24 hours??? how long should you wait for it? I can't get any more answers! questionable whether I will get paid any more money at all
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2 years ago
Additional comments from the player:
"Good morning...unfortunately I was not able to add anything to the complaint via the email you sent with the link. the mail also said that if I had additional screenshots or anything else to add, this link would be there from the mail. but unfortunately I only ever got to your start page...I hope it doesn't matter that I'm making a second complaint, even though it's part of the first one. Yes, meanwhile my profit has quintupled and from what I read they only pay out €50 per day… how is that supposed to work? that doesn't work at all... how many years do they want to pay out my winnings? I can of course understand that there are certain payout limits as a limit. It's also completely legitimate and also recognizable on normal, reputable sites. but I read through the explanations on the site a bit, terms and conditions etc. they are also declared completely wrong... for example it says that they offer 15 different deposit options !!!!that is not true...but only four ...and also payouts, it says that you have to pay out using the payment method that was used to pay in. The Paysafecard option, with which I always pay, was not displayed at all! So the public declarations, for example, are also correct, and payments are not affected at all. can you just put something like that on your site even though it is not true? 5000 € or let's say 5500 is of course really a lot of money I've looked at the payment history and I've paid around 200 € so far everything always via Pay Safe can you help me there"
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2 years ago
Dear Realandonly,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.
Meanwhile, I have checked the general T&Cs (here) and this is what I found:
"-A client can only make one withdraw a day,three withdrawals per week ( or in seven days time frame),not more than that. From the moment of the first withdraw it is necessary for 24 hours to pass in order for a player to be capable of asking for another withdraw. The withdraw amount may vary from 20 EUR to 2000 EUR, depending on the AML procedures and other privacy policy rules and regulations that have to be strictly followed and respected."
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Unfortunately, your links don't work somehow, neither does the link for your e-mail address, so I'll be happy to answer your first question here understood because it is simply worded very, very badly, whether in German or in English, you have to internalize that first...
somehow I at least understood it that the amount of the payout depends on how much you deposit but I'm not quite behind it yet it's an absurdity that you're lucky and then something like that is also in their terms and conditions I'll send about it If you would like a screenshot with things that are not at all true, I wonder how you can declare something public on your website if that is not the case, so it says, for example, you have 15 different payment options but all of them There are no deposit options at all
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2 years ago
Dear Realandonly,
Could you please advise if you have received any payments already? Thank you very much.
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2 years ago
Thank you very much, Realandonly, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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2 years ago
Hi Realandonly,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BetWorld247 Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask BetWorld247 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Bank transfer will be resolved in the 48h as our new bank confirm it for us
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2 years ago
Also before you go read the terms and take a look on all of it. System looks on games you play, providers check the winnings and there is system withdraw limits and it looks on how long user is on platform, how long does it plays.. We understand all and all payouts are going to be resolved as bank confirm it for us
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2 years ago
Translation
That's really a bad joke now it's back within 48 hours! I've been told this several times in the chat on the Betworld Casino site, there's always some other excuse, especially since it can't really be that they keep referring to their terms and conditions, like now but can't tell me how much I would have to pay in order for them to pay me all my money! Yes, it is apparently calculated using a system that I can't really imagine, because it's just total nonsense, but of course I can only believe what they tell me! but based on your experiences with other players, you should be able to give me an approximate indication!
well then let's hope that you will pay me 600 € every month for the next twelve months so that I can get my 6000 € from you
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2 years ago
Hi all,
Thank you for your replies.
Dear Realandonly,
Let's wait for two more days and see if it works out.
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2 years ago
Translation
Good morning Peter, First of all, thank you very much for trying to resolve this issue. But I am very sure that even if we wait two more days, nothing will happen. For example, yesterday I received a message via the game account that my documents have now been checked. Hi? The documents had long since been verified. then suddenly the first ordered payouts are no longer in the payout folder. I mean, I made screenshots of everything, but we'll see what comes next! really sad that you get ripped off like that. And that the money is now being transferred and then, depending on the bank, it takes 2-3 days to process. I received this message almost two weeks ago about the first payouts and nothing has come up until today
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2 years ago
Dear BetWorld247 Casino team,
Could you please explain what is going on with the player's withdrawals?
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2 years ago
Hi, There was a changing bank and as i explain that is not fast move because of the money, legal department, new bank all player accounts connected and the users are payed now. There was some strange playe game that provider writes and we need that to investigate with them. If there was a problem on their end. Also this user have over 2k for withdraw and bank need Credit Card, and 3 months bank report and statement because of the Anti Money Laundry Policy and user need that to upload..
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2 years ago
Dear BetWorld247 Casino team,
The player's account was verified two weeks ago, I hope the issue will be resolved soon.
Dear Realandonly,
Please provide all requested documents ASAP so that we can move on and let me know when done.
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2 years ago
Translation
Dear Peter,
no documents were requested from me!! I had already submitted all the necessary documents for verification there several times... I think about ten times as an e-mail, then some format was allegedly wrong and I reformatted everything, then via the chat, then via upload documents! Believe me, I have really done all that is necessary on my part, if not much more! The casino is just trying to buy time, just like other players describe, who have won a higher sum there!!! It's just cheeky, it's really almost a scam, people win money there and don't get it or just in installments what is that supposed to be? I've never heard anything like that,! AND the money is paid out in installments somewhere that calls for dubious anyway, I still have over €5,000 in my account there, how long do you want to pay it out in installments, that's a joke
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2 years ago
Thank you Realandonly for your reply.
Dear BetWorld247 Casino team,
If the player doesn't get paid by the end of the week, we will close the complaint as unresolved which will affect the overall rating of the casino. I will set the timer to three days.
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2 years ago
Please at the my account, section stage 2 insert CC and Bank statement 3 months as Bank over 2k needs as AML control. We cant see documents at that section uploaded. Also system calculate deposit, log in...so limits are raise on that calculations. In the terms and conditions also have everything.
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2 years ago
Dear BetWorld247 Casino team,
I don't understand what the last post means and I'm afraid this doesn't lead anywhere.
Dear Realandonly,
Please try to find that section in your profile to upload the bank statement if you haven't already done so. However, based on your previous messages, I believe you did. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If there is some progress, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the eCOGRA, an MGA-approved Alternative Dispute Resolution service provider (complaints@ecogra.org) and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with submitting a complaint or how the eCOGRA responded if you can manage to do this on your own (peter.m@casino.guru). Also, keep me updated in case your withdrawals will be successful. I wish I could be of more help.
Best regards,
Peter
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2 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
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2 years ago
Hi user has given the stage 2 documents but user has use VPN and changes fast countries as system finds that and locked the account. Also user send us email that the email is hacked and system locked the account as the terms conditions say that VPN is not allowed for it..
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2 years ago
Dear Dear BetWorld247 Casino team,
You mentioned that the complaint was resolved, so what is the current status of the withdrawals? Did the player receive the withdrawal or not?
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2 years ago
We would like to ask Betworld247 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, the complaint will become ‘unresolved’ once again, which may negatively affect its rating.
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2 years ago
Translation
VPN sent? What is that? Does the country change quickly? How ridiculous is this supposed to be!! They accuse me of having multiple IP addresses, of having a place of residence in multiple countries! I was able to refute all this legitimately with references to the internet with additional links to articles! Pure insinuations! How several IP addresses can arise from the same router.. your IT SPECIALISTS should actually know and be familiar with all of this! I was able to prove very clearly that I definitely only have one place of residence and only play at home over the same internet connection!!!
I have never received any reply via email let alone messages from your Super Agents! There it was always only that it would be forwarded again!!!!!
And all of a sudden...by accident...I can't get into my game account anymore?? Not in my email address either!!??
Strange coincidence everything!!!!
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2 years ago
Dear Realandonly,
I was promised a solution to all the casino's complaints but obviously, the casino failed to give a proper explanation or provide relevant evidence. The status of the complaint will go back to unresolved. I'm sorry to keep your hopes up, I thought that the casino would take the complaints more seriously. Let me know if you make any progress with the ADR/gaming authority. I wish I could be of more help.
Best regards,
Peter
