BerryBet Casino - Player’s withdrawal is delayed.

Hello! This casino is delaying my withdrawal. I played through my deposit and wanted to withdraw it. But the casino blocked the withdrawal and said I needed to go through verification and email them the documents. I did everything as they asked, but the withdrawal remains unavailable. It's been more than two weeks! The support team always gives the same answer: wait, you'll receive an email notification. But how long will it take? An eternity? I think the casino is deliberately stalling.

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Dear Rubenn, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BerryBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• How long have you been a player at this casino, please?  
• Have your received a confirmation from casino that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

I didn't play at this casino for long, I only found it recently.

No, the casino did not confirm my KYC verification.

I played without a bonus

Dear Rubenn,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent you screenshots by email.

Thank you very much, Rubenn, for your cooperation. I will now transfer your complaint to my colleague Samuel (samuel.s@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.

Dear Rubenn,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BerryBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BerryBet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello Rubenn.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming (https://verification.anjouangamingboard.org/validate?domain=www.berrybet.com&seal_id=dbce5b4f4ed3e15870661737347f610edd9e2aa17f835b4558fc4de2ec4d3f1fb6f6174a3271d9a21d588f504aac028a&stamp=6093dfc196201e6c97d8c1577300c613) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (samuel.s@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Samuel