The player from Germany, a VIP at the casino, faced a third instance of delayed payment despite the casino's claims of lightning-fast payouts for VIPs. The usual process through the VIP Manager was stalling. They reported a delayed withdrawal of winnings, and we asked for key details about the request, payout times, support contact, games played, and whether a bonus was involved. The complaint was then marked as resolved by the player, so we closed the case as resolved based on their confirmation.
Betandplay Casino - Player experiences delayed payouts despite VIP status.
Resolved
Our verdict
Case closed
Amount: €500
Betandplay Casino
Safety Index 6.8 Above averageCase summary
Discussion
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1 month ago
Translation
Hello,
Unfortunately, I am also affected by the casino's non-payment.
This is now the third instance of delayed payment.
I am a VIP player at this casino.
Normally, the payout is initiated via the VIP Manager.
This time they're stalling.
According to their website, the casino advertises lightning-fast payouts for VIP players. That's not the case here.
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
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.
- When exactly did you submit your current withdrawal request?
- How long does it usually take for your withdrawal requests to be processed and paid out by this casino?
- Have you contacted the casino's customer support to ask about the delay in processing your payment? If so, what explanation did they provide?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
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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1 month ago
TranslationThe payment request would be submitted on September 23rd.
I am a VIP player and I am in contact with my VIP manager, who has forwarded my payout.
Withdrawals typically take 3 hours to arrive.
I'm not the only one having problems anymore.
The live chat is offline. It cannot be selected.
I successfully redeemed a bonus and then withdrew the permitted amount.
I also received a voice message from my VIP manager assuring me that everything was in accordance with the rules and that I hadn't done anything wrong. This isn't the first bonus I've paid out.
I played games from the provider Amusnet.
But as you can see from the other complaints, the cases are currently increasing.
I have tried several times to get answers, but I haven't received any.
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 jedrychpaul230983,
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,
Veronika
