The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had communicated with the casino regarding the delay, and it had been confirmed that the withdrawal had been processed. The player had been informed that funds could take an additional 3-5 working days to appear in their account. The issue was marked as resolved after the player acknowledged the resolution.
BetHall Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €400
BetHall Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
Hello dear Casino Guru team...
I've been waiting for four days now for my payout of just €400 to be processed. I need the money promptly to pay a bill.
In the support chat, you're repeatedly fobbed off with the same copied text "that the payout will take 3 days." These days are now up, and the payout still hasn't been processed...
I'm asking for clarification because I've heard a lot and I depend on the money.
Automatic translation:
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11 months ago
Dear MPMP93,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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11 months ago
Hello MPMP93,
We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Best regards,
BetHall team.
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11 months ago
TranslationThank you very much 🙂 case can be marked as resolved 🙂
Automatic translation:
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11 months ago
Dear MPMP93,
We're glad to hear that your issue has been resolved. 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,
Nick Bacon
Casino.Guru
