The player from Rhineland-Palatinate submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
BurningBet Casino - Withdrawal of player's winnings has been delayed.
Amount: €399
BurningBet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
I've experienced a lot in 20 years of sports betting, but what you pull off here defies description...even after 16 !!!!!!!!!!!!!!!!!!!!!!!! The gentlemen are still not satisfied with the documents that were sent. The biggest gag is this requirement
Your selfie with your ID in the against the background of the burningbet.com website
Apparently, the employees of the company have 4 hands, because how you have to hold a laptop, use your mobile phone, hold your ID card in the camera and then also press the shutter button is completely incomprehensible. if you don't have a laptop, you're unlucky, you have to borrow a monitor or laptop so that you can do it first and have someone pull the trigger for you!!!
This has nothing to do with account security, this is pure harassment and is used to prevent the withdrawal process.
Of course you only get one answer every day, so the next day you get an email with new chicanery for verification.
If you have a masochistic vein, you are well served here. I'm curious if I have to send another photo of my genitals to prove that I'm male...
Automatic translation:
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11 months ago
Dear bluezoo,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
Translation
now there are 3 !!! Payments open, one for 9, one for 5 and one for 3 days...unfortunately that's outrageous, apparently they want to prevent this...I don't understand such behavior, it must be clear to them that you don't want to there's more to play and we're not talking about huge amounts here, that's just 700 euros in total.. what do they do if someone wins 50,000?
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10 months ago
Dear bluezoo,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Translation
money has arrived, but it takes too long, will change
Automatic translation:
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10 months ago
Dear bluezoo,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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