Betzard Casino - Player's withdrawal has been delayed and winnings are missing.

Hello,

on November 8, 2024, I deposited 1000 Euro into my account at Betzard. On this day, I played only two games: Live Blackjack provided by EZUGI. I won both games. My bet was 200 Euro in each game. I attach a screenshot ("ScreenshotEzugi.pdf"), which proves that I won both games, but on that day the winnings from both games were not credited to my Betzard account. I assume that there was a software issue (the win amount was not communicated from EZUGI to Betzard).

I asked Betzard to investigate this issue. On November 22, the win of both games was indeed added as "CashBack" to my Betzard account (see the screenshot "GameHistory1.pdf"): two times 400 Euro CashBack. However, only one of these CashBacks was withdrawable money. When I tried to withdraw my funds, I noticed that only 400 Euro real cash (and not 800 Euro) had been added to my balance. So, the win from my second Ezugi Live Blackjack game has not yet been added as withdrawable money to my account balance.

Then, on November 26, I submitted a withdrawal request for 1400 Euro (see "TransactionHistory.pdf"). Today is December 16, and Betzard keeps telling me "we kindly ask for your patience" and "all requests are processed on a first come, first served basis, so please bear with us, everything will be fine". But this is not a excuse for delaying my withdrawal for 20 days. I attach a PDF file with all the emails that I received from Betzard.

I did nothing wrong. I deposited 1000 Euro. I played a total of only nine games at this casino (two games on November 8, three games on November 16, three games on November 25, and one game on November 26). All nine games are listed in my two screenshots ("GameHistory1.pdf" and "GameHistory2.pdf"). I played without any bonus. And now I wish my 1400 Euro withdrawal to be processed. And I also want to cash out the 400 Euro win from the second Ezugi Live Blackjack game, which still does not appear as withdrawable money in my account balance.

I kindly ask CasinoGuru to step in and support me in getting my 1400 Euro withdrawal processed and in getting the missing 400 Euro credited as withdrawable money.

Kind regards,

Lucy

Dear lucy77,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betzard Casino.

I checked the information you submitted

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly these transactions (screenshot) didn't apply the same way in your balance? (from my point of view it seems your balance was awarded the previous winnings correctly)
• Have you passed account verification in the casino?
• Were you asked to provide any documents for KYC verification?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

yes, this is correct. The two Cashbacks rewarded on November 22 (see my screenshot "GameHistory1.pdf") did not apply the same way in my balance. You can see in this in my screenshot "GameHistory2.pdf": In the very next game after these two cashbacks, I played the game "ONE blackjack" with a bet of 50 Euro and lost that game (ID 5578981). After this game, my balance dropped from 1600 Euro to 1150 Euro, although my bet was only 50 Euro. So, one the 400 Euro cashbacks were removed from my account balance.

Yes, my account was verified on November 8. Here is the email message that I received: "Congratulations! Your account has been verified! It means that from now on the payments will be made faster and the game will become even more exciting. We wish you luck!" I saved this email in my Inbox folder. I can forward it to you if you wish.

Yes, I submitted my KYC documents.

I played at Betzard because it is in good standing at CasinoGuru. I hope that my withdrawal will be processed soon and that my missing 400 Euro win will be credited to my balance.

Kind regards,

Lucy