The player from Denmark faced significant delays in the verification process, which prevented the withdrawal of winnings, and found customer service unresponsive. The player had provided multiple forms of identification but reported ongoing issues with the casino's verification process and a lack of communication. After reviewing the situation, the Complaints Team closed the complaint due to the player's account being banned, which halted further resolution efforts.
Book of Bet Casino - Player is unable to withdraw winnings due to delays.
Amount: €212
Book of Bet Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
Book of Bet Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.8. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Verification process either extremely slow or not completed deliberately.
Unable to withdraw winnings due to verification never getting past "pending".
Customer service is completely unresponsive and all attempts to contact them have failed.
CONCLUSION : THIS CASINO APPEARS TO BE A SCAM WHERE GAMERS ARE UNABLE TO WITHDRAW ANY FUNDS. THERE IS NO CUSTOMER SERVICE WHICH MAKES THIS CASINO A HUGE RISK. USE OF WWW.BOOKOFBET.COM IS NOT ADVISED AS THE CASINO IS NOT LEGIT.
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2 months ago
Dear Timeri,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal and verification problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your attempts at communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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2 months ago
I sent them my government issued ID Card ( with D.O.B and hologram. I also sent my National Insurance Card with my personal identification number and address. It's never been confirmed about the bonus etc, but there was glitches with a bonus not getting redeemed. I should still be able to at least see the Withdraw Funds menu, but the way is blocked via verification. I've issued all the ID they required instead of one I supplied all three options. So my side is covered, they simply will not complete verification and they are unresponsive.
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2 months ago
Dear Timeri,
Could you please share with me your communication with the casino where you attempted to resolve the issue and screenshots of what it looks like when you attempt to withdraw your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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2 months ago
I sent you mails with a ton of evidence you've not responded though. The casino had a gaming licence yesterday but none today and they moved 500 miles from Belize to Costa Rico overnight. You need to stop others using the casino, it's dangerous, deceptive and fraudulent. I found the information easily enough, I'm sure you can too ?
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2 months ago
Translation
Why don't you do anything, more people can be cheated, but you don't do anything at all. Come on. And Tomas, answer my emails, I don't trust anyone after being cheated and that you wouldn't answer me is suspicious.
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2 months ago
Thank you for your patience, Timeri.
We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.
I received your emails.
If possible we prefer to reply here, instead of email.
You can check the license status in our review of the casino, which will be published tomorrow if the information I have is accurate.
I'll let our data team know about the inconsistencies so they may have another look.
Please let me know more details regarding the delay you are facing so we may proceed further with the complaint.
Could you please share with me your communication with the casino where you attempted to resolve the issue and screenshots of what it looks like when you attempt to withdraw your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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2 months ago
Translation
There are simply very suspicious circumstances with this casino. On Tuesday 11/02/25 they were based in Belize with an office in Cyprus. The day after 12/02/25 they have suddenly changed the company name, form and location which is now in Costa Rica. One of the front figures was a man named "Ivan" who overnight this 11-12 February changed his name to "Khalid", which would express that there were problems with the casino. I checked if I had an active bonus, I do NOT, so the 212€ I won, in my life's only jackpot, is actually my return which I have 100% right to have. Still after 10 days I have received no response from their "customer service" and the documents that need to be verified are still "pending" and would most likely never be completed. They seem 1000% that they simply refuse to pay a real winner by ignoring their customer completely. And I still think it's a fraudulent casino with suspicious owners and a suspicious holding company.
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