The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. We initially explained that withdrawal processing could take time, often due to KYC checks or a high volume of requests, and advised him to wait up to 14 days. The case was later marked as resolved by the player, so we closed the complaint as resolved.
Betandplay Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,000
Betandplay Casino
Safety Index 6.8 Above averageCase summary
Discussion
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3 weeks ago
Translation
The casino has been unreachable by email or live chat for almost two weeks. Live chat has been working again since September 28th, but it's clearly just a service provided by someone else; they have no information about data, etc. All you hear is the excuse of technical problems, etc., and a request for patience. On Telegram, the VIP manager responded sporadically until September 24th, always offering excuses. On the casino's Instagram page, complaints are piling up in the recent posts: everyone has been waiting for withdrawals for two weeks.
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3 weeks 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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3 weeks ago
Dear Ortegas001,
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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3 weeks ago
TranslationSmall update: the two contact email addresses no longer seem to exist. An automated email is received stating that the address does not exist.
This is looking more and more like an exit scam.
Support@betandplay.com
Vip@betandplay.com
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3 weeks ago
TranslationThe VIP manager used Telegram for us. I tried contacting him via WhatsApp using his number: messages were received immediately. I messaged him again 10 minutes later and was then blocked. I've never experienced such brazenness.
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3 weeks ago
TranslationI created a Telegram group with a few users, many of whom are reporting that their withdrawals have been canceled because the wagering requirements are too low. Completely unrealistic amounts are still being demanded, with the information that unfortunately, once they've done this, they'll be back at the end of the withdrawal queue. They're now desperately trying to use this method to wipe out players' balances.
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3 weeks ago
TranslationAnd now my withdrawal has also been cancelled... Allegedly because my Paysafe account isn't verified... I've had it verified since I registered years ago... They should just be clear about what their problem is... After two weeks, they realize that verification is supposedly missing and delete it... I can't believe it.
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3 weeks ago
TranslationShortly after the alleged unverified Paysafe account issue, I re-uploaded everything and wanted to inform the live chat so they could review it... but the chat won't open anymore. The interesting thing is, if I log out and my friend logs in, the chat opens immediately. Then I tried again... no luck. The interesting thing is that just a few minutes before the Paysafe complaint, I told an operator in the chat to finally tell the truth and stop with the damn lies, and then I left the chat as usual. I strongly suspect that the guy was offended and therefore questioned my Paysafe account, which has been verified for years, so he could cancel the withdrawals again and so that I'm not just stuck in a waiting loop (if there even is one) and can't even tell them to verify my documents because he blocked the live chat. Email contact is impossible anyway. If you tell anyone about this, nobody believes what this casino and its employees are doing.
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3 weeks ago
TranslationChat is open again: it was supposedly checked upon request... However, it's still listed as still pending review?!?
And what is the consequence of this arbitrary harassment? I find myself back at the end of the non-existent waiting loop.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ortegas001,
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,
Jean
