Betzard Casino - Player's withdrawal request is delayed.

Hello, 

In a good 9 years of online casino experience, I am now having a problem with my withdrawal for the first time and need your help. 

On 07.11.2024 I made a deposit of €500 and it arrived late the next day. 

With a lot of luck, I was able to play my way up to €4044 and immediately initiated the verification process. My account was verified within a few minutes. Good service, really!

I have been fighting for my payout every day since 08.11.2024. Each time I am told that it will be processed soon and that I should bring some time with me. After asking several times, I was confirmed that a further check was necessary. This check consists of information from the gaming provider. 

Apparently it is unrealistic for the casino that you can win almost €4000 with a €500 deposit. Especially since the high winnings often involve a stake of €3 to €4 per round. 

Now they always say that they are waiting for information from the game provider, but they don't tell me this by email but only ask me in chat. 

It is also technically not possible to set a loss limit of €10 per day. As this function is not supported. 

The casino is playing for time and is hoping that I will cancel my withdrawal and play it. 

Dear Casino Guru Counter, please help me!

Dear Kronos1995,

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 the 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, please, let us know and we will intervene and try to help you.

I checked the responsible gambling section of the casino and I found the loss limit and wager limit ought to be available:

Loss Limit. A limit on your losses in the casino for a day, a week, or a month. Please note the loss is based on the initial deposit and not winnings attributed to the deposited amount. If for example you deposit €50, put a Loss Limit of €10 and then go on to win €1,000, you can still lose more than €10 of the €1,000 balance as it is based on the initial deposit instead of the winnings.

Wager Limit. A limit on the wagered amount for a day, a week, or a month.

• Is the information on the website inaccurate?

Thank you in advance for your reply.

Best regards,

Tomas

Hallo Thomas,

ich danke dir recht herzlich für deine Hilfe.

Gerne würde ich auf deine Fragen eingehen wollen.

Die Informationen vom Casino sind falsch. Per Mail und im Chat wurde mir bestätigt, dass man nur ein Einzahlungslimit vornehmen kann.

Die beiden Limits die von dir genannt worden sind, sind technisch nicht möglich. So der Wortlaut vom Casino.

Viele Grüsse

Kronos1995

Hallo,

der Fall kann geschlossen werden. Geld wurde so eben überwiesen und kam an.

Dear Kronos1995,

We're glad to hear that your issue has been resolved. Our data team will check the available responsible gambling tools and will adjust our review if we confirm this information. Feel free to share your experience with the casino as a user review https://casino.guru/betzard-casino-review#tab=js-tab-reviews or the discussion section: https://casino.guru/betzard-casino-review#tab=js-tab-discussion. We'll go ahead and mark the complaint as 'resolved' in our system since you confirmed you received your winnings. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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, 

Tomas

Casino.Guru