Betzard Casino - Player’s withdrawal is delayed.

Hi,

This casino keep telling me they will send me my money but never does.

I have an email conversation with their VIP manager who tells me all the time that they will send me my money but never does.

I played slots here and won then verified my account and still waiting for my money.

Dear Teruel90,

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

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

• Have you made any successful withdrawals from the casino in the past?
• When was the last time you were in contact with casino support and what did you discuss?

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

hi,

I just want to correct the disputed amount which is 760€ not 268€,

I have never made any withdrawls from this casino before.

I have sent multiple emails asking where my money is with the same answer all the time.

Can i forward this email history to any email you have?

Also i have been in contact with their live support who always tells me that a VIP manager will email me.

Thanks for the reply, Teruel90

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

i sent the emails now

Thank you very much, Teruel90, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 Teruel90,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Betzard Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Dear Teruel90,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello all.

We’ve reopened this complaint as per Betzard Casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Dear Betzard Casino,

Could you provide some clarification regarding this case, please?

Thank you in advance for your response.

Best regards,

Romi

Dear Mr. L-GENORR and the Casino Guru Team,

Sincerely apologize for the delay in our response. We understand how frustrating this can be and will strive to prevent similar hiccups in the future.

Regarding the player’s transaction, we would like to clarify that the winnings were sent to the wallet specified by the player when the withdrawal request was made. It is not within the casino’s ability to modify or interfere with the details provided during this process.

Additionally, we are fully open to further investigating this matter. For sake of clarify, we are able to share relevant evidence with the Casino Guru administration via email, provided we have the consent of its representatives.

We hope that this solution is acceptable and helps reinforce the transparency and integrity of our casino. Looking forward to your response.

Sincerely,  

Betzard Team

I have never seen that address in my life they claiming that i have typed.

We both have sent screenshots of our addresses and they do not match.

It would be very difficault for me to randomly type any address with made up letters and numbers.

Please share our email conversations with casino.guru so they can see for them self how long this process has taken and the details of it.

Dear Betzard Team, could you please clarify the situation to us and tell us what could be done now?

Thank you in advance.

Regards,

Romi

Dear Mr. L-GENORR and Casino Guru Team,

Thank you for giving us the opportunity to review this situation further.

We would like to inform you that we have sent a detailed letter to the Romi administrator, including explanations and evidence confirming the correct processing of the player's winnings. Kindly ask you to review the information provided and share your thoughts with us.

Additionally, like to address the topic of compensation. Due to the nature of cryptocurrency assets, manual reverse is not possible once they are fully processed through blockchain system. However, as a gesture of loyalty and appreciation for the player’s patience, we can offer 100 free spins on a Pragmatic games.

Looking forward to receive your feedback and hope this gesture helps resolve the matter. Wishing a great day ahead!

_ _

Best regards,

Betzard Team

Indeed they are not reversable,

That is why you should check twice before sending any crypto.

I want what i righfully won at your casino not any freespins.

For me it is not a gesture of loyaly, it is a cheap way to get out of your misstake.

Hello all.

Thank you, Betzard Team, for clearing up the situation and for the email sent.

Dear Teruel90,

The casino representative has provided the proof of your withdrawal sent to the wallet you have requested to send it to and was marked as completed.

I believe that i have no other option but to mark this case as resolved.

Would you like to add or explain how is it possible that you have never seen the wallet address ever before, as you said?

I will wait 2 days for your explanation and then mark this complaint as resolved.

Thank you all.

Best regards,

Romi

How did they prove i typed in that address?

Which i have never seen before?

Dear Teruel90, as the casino has provided enough evidence that the money were sent to the wallet you provided when requesting the withdrawal, the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards, 

Romi

Casino.Guru 

Hello all.

After the internal discussion with our team, we have decided to reopen this complaint because there has been some information missing and therefore we would like to ask from both sides to provide those.

Dear Teruel90, could you provide information from which wallet did you deposited funds to the casino? Did you somehow verify this payment method?

And Dear Betzard Team, could you provide us the log if this player was online when this withdrawal was requested?

Also, a screenshot from your system where it would be written whether it is shown if it is "manually" entered by the player or "automatically."

If you have any questions, please come forward.

Thank you in advance for your cooperation.

Best regards,

Romi

Dear Guru team and Mr. L-GENORR,

Thank you for the opportunity to cooperate and provide details regarding this matter.

As part of our additional investigation, our team has thoroughly explored the possibility of providing information related to the timing of player activity or evidence of manual entry of details by the player. Unfortunately, our casino's operating system does not collect such specific data, making it impossible to provide this information.

However, we would like to emphasize that due to the transparent nature of processing transactions with crypto assets, all transaction paths are visible and public. Our casino and employees had no intention of mishandling player funds or compromising the integrity of our casino.

If there is anything else we can do to help resolve this issue, please don't hesitate to let us know. We appreciate your understanding and wish you a wonderful day.

_ _

Best regards,

Betzard Team

Hello all.

Dear Teruel90,

Could you please provide a screenshot from the withdrawal request for us to see and confirm that you have entered the right address of your wallet and not the one the casino has the record of?

As I found out, you can enter it only manually, so it seems that some mistake could be done when entering the address. I would like to make sure everything was right and okay on your side.

Thank you in advance.

Respectfully,

Romi

Hello all.

Thank you, Teruel90 for providing the screenshots. Unfortunately, there is no information about the address you have requested the withdrawal to, and therefore I will try to get this information from the casino now.

Dear Dear Betzard Team, May I ask if you have verified that the address the player submitted when requesting the withdrawal really belongs to this player, and could you provide a screenshot from your system where the address can be seen on the player's withdrawal request, please?

Thank you in advance for your cooperation.

Best regards,

Romi

Dear Guru Team and Mr. L-GENORR,

Thank you for reaching out and giving us the opportunity to clarify this matter.

We would like to emphasize that our platform does not impose restrictions on the cryptocurrency addresses our players choose to use. Additionally, due to the nature of cryptocurrency wallets, these addresses are typically not linked to an individual’s identity, phone number, IP address, device, etc. That's why the process of verifying the wallet to the account holder is not mandatory.

Furthermore, we have sent a detailed response to your email, including all relevant evidence available from our side.

Please check your inbox whenever possible.

We look forward to your reply and appreciate your cooperation. Thank you, and have a pleasant day.

Sincerely,

Betzard Team

Hello all.

Thank you both for your cooperation in this matter.

Unfortunately, despite your full cooperation and the submission of all the evidence, there have been no developments in this case.

Dear Betzard Casino, without providing the log if this player was online when this withdrawal was requested, which could be of a big help in resolving this case, we cannot be sure that it was really the player who requested the withdrawal to the address where you sent the payout.

Also, Dear Teruel90, there is nothing more we can do on our side, and I sincerely apologize that we couldn’t assist you further on this occasion. Your understanding and cooperation have been greatly appreciated.

Therefore, as it is an uncertain case, this complaint will be closed as unresolved now.

Thank you once again, and I wish you all the best.

Best Regards,

Romi

Dear all.

We are reopening this complaint on the casinos request, as they have provided more information regarding the case.

Thank you, Betzard Casino team, for contacting us in this matter.

Dear Teruel90.

The casino has provided the evidence regarding the IP address used for the withdrawal that shows that it was the same one as the one you used for your deposit. It actually provides the information that the withdrawal was really made from the same place.

Could you please tell us if there is any possibility that someone else would log into your account and request the withdrawal from your internet connection, perhaps?

Also, from the evidence sent by the casino, it is clearly visible that after the alleged withdrawal there were another two deposits made from the same IP, so my question is if that was you who deposited into your casino account?

Thank you in advance for your cooperation.

Respectfully,

Romi

hello yes i have done the deposits,

If they have shown you that i made the withdrawls from the same IP,

Then i can not argue against it i must have made a misstake but i can not really see how.

thank you casino guru for making this clear then i guess.

Thank you, dear Teruel90.

May I close this case as resolved now, please?

Thank you in advance for your answer.

Respectfully,

Romi

Yes sure.

Sorry for the misstake i still dont know how i could withdraw to the wrong address.

Sorry to Betzard and thank you to casino guru.

Dear Guru Team and Mr. L-GENORR,

We are pleased to hear that our efforts have contributed to resolving this situation successfully.

Our team would like to thank Guru team and Customer for their patience and understanding throughout this process. Rest assured, we remain committed to delivering impeccable service and ensuring prompt responses whenever players reach out through the Guru platform or our support team.

Wishing you a wonderful day and a great mood!

_ _

Best regards,

Betzard Casino Team

Greetings all.

Thank you, Betzard Casino, for your cooperation and your kind words.

Thank you, Teruel90, for your cooperation as well and for your great attitude towards the whole situation.

I would like to thank you for confirming that this case can now be closed and for using the Casino Guru complaint resolution center. Let me also wish you that next time you will be able to avoid similar situations so everything can go well for you.

As the issue has been successfully resolved, we will now mark your complaint as'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru