The player from Germany requested assistance after waiting 17 days for a €1,050 withdrawal from the casino, following a successful payout of the remaining funds. He had activated a welcome bonus and met the wagering requirements before requesting the final payout on September 5, 2025. The issue was resolved after the casino investigated the delay and confirmed that all winnings had been paid out. The complaint was marked as 'resolved' in the system, and the player was thanked for his cooperation.
Betalright Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,050
Betalright Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
Hello dear Casino Guru Team,
On August 24, 2025, I deposited €500 for a casino welcome bonus and received €500 as a bonus.
Real money and bonuses are separate at this casino. After losing my real money, I activated the €500 casino bonus.
After meeting all the wagering requirements, I was able to request a withdrawal of €3,050. The casino paid out all but €1,050.
I requested the last payout on September 5, 2025.
Since the casino hasn't processed my withdrawal for 17 days, I've decided to file a complaint and hope you can help me resolve this matter.
Best regards,
Michael
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4 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify if you contacted customer support regarding the delay in the processing of your payment?
- Have you checked the Bonus Terms and Conditions to see if there is no cap on the maximum allowed winnings coming from the bonus?
- Could you kindly send me a link or a screenshot of the bonus you activated and played with?
- Have you submitted any identity documents to the casino, and has your account been verified?
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
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4 months ago
Translation
Hello Veronica,
Could you please indicate whether you have contacted customer service regarding the delay in processing your payment?
Yes, I contacted support via email. They told me to be patient.
Have you checked the bonus terms and conditions to see if there is a cap on the maximum winnings allowed from the bonus?
Yes, I checked the bonus terms and conditions. I received €500 in bonus money, and after wagering, I had €3,050 in real money in my casino account. According to the bonus terms and conditions (Section 17, see screenshot), there is no maximum winnings limit for my country (Germany).
Could you please send me a link or screenshot of the bonus you activated and played with?
https://betalright2.com/de/promotions/casino/welcome-bonus
Have you provided identification documents to the casino and has your account been verified?
Verification has already been successfully completed and all documents have been accepted and no further documents are requested.
kind regards,
Michael
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4 months ago
Thank you very much, Popy71, for providing all the necessary information. I will now transfer your complaint to my colleague Karla ([email protected]) 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.
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4 months ago
Hello Popy71,
My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.
To ensure full transparency, I would like to invite a representative from Betalright Casino into this conversation.
Dear Betalright Casino,
Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.
Thank you in advance for your cooperation.
Best regards,
Karla
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4 months ago
Dear Popy71,
Thank you for bringing our attention to this matter.
We understand the importance of a swift withdrawal and would like to extend our apologies for any inconvenience caused by this delay.
Our team will investigate the issue and take action to expedite the pending withdrawals. Please bear with us just a bit longer, we will post an update once there is more information.
Your patience and understanding are much appreciated.
Kind regards,
Betalright Casino Team.
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4 months ago
Dear Betalright Casino ,
Thank you very much for your response and for looking into this matter.
I fully understand that sometimes additional checks may take a bit of time, and I will be waiting patiently for your next update regarding the player’s withdrawal.
Your cooperation is much appreciated.
Best regards,
Karla
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4 months ago
Translation
Hello Karla,
I can confirm that the casino paid out all winnings today. So you can close the case. Thank you for your help and kind regards,
Michael
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4 months ago
Dear Popy71,
We're glad to hear that your delayed payment was payed out fully. We'll go ahead and mark the complaint as 'resolved' in our system. 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,
Karla Mayfly
Casino.Guru
