Bitonbet Casino - Player's withdrawal is delayed due to the unavailability of certain payment methods.

Hello,

I deposited 150€ on Biton.Bet through Skrill, and now the only available withdrawal methods are PerfectMoney and 37 Cryptocurrencies.

I won 1200€ after rolling out the bonus and, once I try to withdraw this amount, they refer to it as if I need to withdraw using same method as the one used for deposit (Skrill), even if it's not available.

After few discussions on Live Chat, one assistance told me to deposit a minimum amount of cash using PerfectMoney and roll that amount 1 time. I deposited 5€ and bet 5€.

Now, when trying to withdraw the 1200€, they referred to as if I can only withdraw using PerfectMoney the same amount which I deposited with this method (5€).

To conclude, they basically offer 50 deposit methods, but only have 38 withdraw methods (37 are cryptos), and they do not allow you to withdraw money if you deposited through one method which is not available on withdraw.

How can I resolve this? I tried reaching out the chat multiple times, I tried discussing via email, their feedback is "wait until your withdraw method is available".

Kind regards,

Copysome

Dear copysome,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you made any successful withdrawals before?

Have you passed the full KYC verification?

Could you please send me all the communications between you and the casino customer support about the withdrawal options for veronika.l@casino.guru? Also, please include the message where the casino mentioned the possibility of withdrawing only €5 if you deposited that amount using PerfectMoney.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Just sent out few screenshots from chat history with Biton.Bet casino.

Regarding questions above, I did not do any successfull withdraw in the past, this was the first time I played in the casino.

I did not do KYC as they don't have a specific section for it, I assumed I would need to verify everything through email, upon request. I usually do KYC only if I have winnings to withdraw, but by reading T&C I do not foresee any issue with verifying the account (Up until now, nobody requested me any document).

Kind regards,

Copysome

Thank you for your emails. Could you please send me the screenshot of your deposit history showing that you deposited through PerfectMoney? Also, could you send me the screenshot of the bet you made with the €5 deposited through PerfectMoney? Has the event you placed a bet on already ended? Have you verified PerfectMoney as your payment method?

Hello Veronika,

Just sent it to your email. I was not requested to verify PerfectMoney as payment method. I can verify it though, as I already verified the account on PerfectMoney.

Kind regards

Thank you for your reply. This is what you were advised to do in live chat:

Could you please inform me if you contacted the casino specialists at security@biton.bet and verified PerfectMoney as your new withdrawal method?

Hello Veronika,

Indeed I tried to verify PerfectMoney as Withdrawal method. They wouldn’t allow it and replied that I could only withdraw by PerfectMoney the same amount of funds I deposited by PerfectMoney (5€).

Given I have 1200€ funds, I would need to deposit 1200€ in PerfectMoney to be able to withdraw them.

I even reached them by email and multiple times by live chat, no reply by email yet(1 week ago).

Let me know if it clarifies.

Kind regards

Thank you very much, copysome, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you copysome for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bitonbet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear copysome, the casino has contacted me about your case stating that you were able to withdraw all your funds and you have been accredited a bonus for the inconvenience. Let us know if your issue has been resolved or if you require any further assistance. Thank you in advance!

Hello,

I confirm the casino allowed me to withdraw the money to my PerfectMoney wallet.

I do believe they only allowed it because you pushed back on it, as I had pushed back on them multiple times before opening a complaint.

Kind regards,

Copysome

Dear copysome,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter