The player from Germany faced issues with his €400 withdrawal, as the casino rejected his proof despite multiple submissions. He tried four different withdrawal methods and received no follow-up after being prompted to resubmit his documents. The issue was resolved after the player marked the complaint as resolved in the system, indicating that the casino had addressed his concerns satisfactorily.
Betandplay Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €400
Betandplay Casino
Safety Index:Very highCase summary
Discussion
Public
Public
7 months ago
Translation
The casino refuses to pay out the €400. They demand proof, which they then submit, but the request is still rejected. I've already tried four different withdrawal methods.
In the live chat they keep telling you to submit it again and someone will get back to you... which then doesn't happen.
Please help
greeting
Carl
Automatic translation:
Public
Public
7 months ago
Dear smurfpetar,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and to assist you more effectively, could you please provide further information by answering the following questions:
- Can you specify the different withdrawal methods you have attempted?
- Have you received any specific feedback from the casino about why your withdrawal requests were rejected?
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification?
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
Public
Public
7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear smurfpetar,
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
