The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved, and the player marked the complaint as 'Resolved' in the system, indicating satisfaction with the outcome. We acknowledged the player's cooperation throughout the process.
Betandplay Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,300
Betandplay Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
On December 3, 2025, I made several deposits at betandplay. I then wanted to withdraw €2300. The casino requested confirmation of my Visa card from Revolut. I requested a confirmation document from Revolut and uploaded it to betandplay. This was accepted, but the withdrawal was rejected, stating that I needed a photo of the card – front and back. However, this card is virtual. I informed them of this. According to chat support, I was then asked to upload a bank statement. This was rejected after review, even though my card number and name were on it. Again, I was told to take a photo of the front and back and sign the card. They don't seem to understand that it's virtual. I then took a photo of the card in the app using a different phone. This photo was rejected, and a new withdrawal request was also denied. I'm at my wit's end. It seems like they want me to gamble away my balance. Please help me.
Kind regards
*****
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Ikke84,
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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1 month ago
Translation
The withdrawal request is always rejected after a few hours, so I don't need to wait 14 days. It worked perfectly in the past. My account has also been verified there for over a year.
As I mentioned, this time I deposited using a credit card, and they keep asking for more documents. I uploaded everything. The card verification was accepted, but the photo of the virtual card on my phone and the bank statement were rejected. They apparently don't understand that it's a virtual card from Revolut, even though that's clearly visible on the card I photographed.
Edited
Automatic translation:
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ikke84,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
