BetHall Casino - Player’s withdrawal has been delayed and account blocked.

Olá, preciso de ajuda, pois tive minhas tentativas de saque canceladas, e após solicitar informações pelo chat, bloquearam meu acesso à conta. Enviei emails solicitando informações e reivindicando os meus valores de saques (levantamentos), no entanto, não obtive sucesso.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear RosanaLuu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Jogos de Cassinos e Eletronicos.

Nunca me foi solicitada verificação da conta, pelo contrário, constava na área de verificação que não havia necessidade.

Não utilizei bônus na conta.

Dear RosanaLuu,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Olá, Katarina.

Obrigado pela ajuda. Eu acabei de enviar as prints que tenho sobre a conta, pois eles bloquearam o acesso sem explicacao/motivo antes de eu reivindicar mais o problema.

Thank you very much, RosanaLuu, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear RosanaLuu,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BetHall Casino to join this conversation and assist in addressing the complaint.

Dear BetHall Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Rosana,

Thank you for your patience.

After a comprehensive review of your account activity, we regret to inform you that your account has been permanently closed in accordance with our Terms and Conditions, specifically clauses 7.19, 9.1, and 9.4.

Clause 7.19 refers to promotion abuse, including the use of minimum-risk betting strategies, manipulating game weighting to clear wagering requirements, and exploiting software bugs or bonus mechanics in ways deemed abusive.

Clause 9.1 outlines prohibited activities such as using the website for non-personal purposes, engaging in fraudulent behavior, collusion, unfair betting patterns, and any form of cheating or criminal activity.

Clause 9.4 grants the company the right to take action, including account closure, if there is reasonable suspicion of fraud, illegal conduct, or any breach of the Terms. In such cases, we reserve the right, at our sole discretion and without prior notice, to:

Immediately block your account and suspend access to the website and its services, including all pending withdrawals and payments during the investigation period.

Permanently close your account and deny future access to our platform and partner websites.

Void any winnings obtained, cancel pending withdrawals, and confiscate the real money balance of your account.

Void any bonus balance and restrict or deny future participation in promotional offers.

Contact relevant authorities regarding any suspected illegal activity and/or recover any outstanding payments owed to the company.

In accordance with Clause 9.4, no funds or balances will be returned, as this action is part of the enforcement measures outlined in our Terms and Conditions.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Kind regards,

Bethall.com

Dear RosanaLuu,

Thank you for contacting us.

Your winnings have been annulled and your account has been closed under T&C 9.4, which states:

Should we have a reasonable suspicion of fraud, illegal or improper activity, or a breach of the Terms,

we reserve the right, at our sole discretion and without notice, to:

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

Clause 9.1:- The Website may only be used for personal entertainment purposes only.

The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• <...>
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

Dear Stefan,

We will provide you with the details regarding the decisions made by the casino via email.Thank you for your patience and understanding.

Kind Regards,

BetHall Casino Team

Dear BetHall Casino,

Thank you for your response and for the information you have provided. I have replied to your recent email and will await your response once you have had the opportunity to review my message.

I appreciate your cooperation and look forward to your reply.

Dear Stefan,

We did not receive any reply, could you please provide your reply under the email that i sent you before?

Thank you for your cooperation.

Kind regards,

Bethall Casino Team

Dear BetHall Casino,

I have responded to your email once again and hope that my message reaches you successfully this time.

I look forward to your response.

Prezados(as),

Venho, por meio deste, solicitar a revisão da decisão de encerramento da minha conta e confisco dos valores nela existentes, conforme informado com base nas cláusulas 7.19, 9.1 e 9.4 dos Termos e Condições.

Gostaria de esclarecer que nunca utilizei bônus, promoções ou qualquer tipo de benefício que envolvesse requisitos de aposta, de forma que a cláusula 7.19 não se aplica ao meu caso. Todas as minhas atividades na plataforma foram realizadas com saldo real, proveniente de depósitos próprios e legítimos.

Da mesma forma, não pratiquei qualquer ação que possa ser considerada fraude, conluio, manipulação de sistema ou violação de regras. Até o momento, não foi apresentada qualquer prova, detalhe ou explicação concreta que justifique o bloqueio permanente da conta ou o confisco dos valores depositados.

Compreendo que a empresa possa optar por manter a conta encerrada, caso considere necessário. No entanto, solicito a liberação integral dos valores retidos, uma vez que correspondem a recursos legítimos e sem qualquer relação com irregularidades.

Coloco-me à disposição para colaborar com qualquer esclarecimento adicional e aguardo um retorno cordial e justo.

Dear All,

We apologize for the delayed answer,

After a careful review of the case by the department that originally closed the account and voided the funds,

We have decided to reopen the account and add the funds back to the player's balance.

The player account was mistakenly closed during a wave of fraud.

We would like to apologise sincerely for any inconvenience caused.

Thank you for your patience and understanding.

Best Regards,

Bethall Casino Team

Dear BetHall Casino,

Thank you for your response and for the information you have provided.

Dear RosanaLuu,

Could you please confirm whether your casino account has been successfully reopened and that the funds have been credited to your account? Kindly let us know if this matter can now be considered resolved, or if you wish to proceed with withdrawing your funds from the casino.

I look forward to your response.

-

Dear RosanaLuu,

Thank you for contacting us and for providing the opportunity to review your case.

After a detailed review of your account and the transactions in question, we confirm that the matter has been resolved. The withheld amount has been returned to your account balance in full.

Please note that your account remains under standard operational status, and you may now access the funds or request a withdrawal at your convenience.

We appreciate your patience and cooperation throughout the review process. Should you have any further questions or require assistance, please do not hesitate to contact our Support Team.

Kind regards,

BetHall Support Team

Gostaria de informar que, apesar da afirmação de que a conta tenha sido desbloqueada e encontra-se operacional pra que sejam efetuados os levantamentos, não consigo efetuar o login, conforme print enviada em anexo, onde mostra a mensagem de que a 'conta está sob revisão'.

Diante disso, solicito o desbloqueio da conta, para que os levantamentos sejam efetuados, por favor.

Agradeço desde já toda atenção da empresa e do Casino Guru e espero que tudo se resolva logo.

Dear BetHall Casino,

Could you please assist the player in regaining access to their account? According to the information provided, the account still appears to be marked as "under review," despite confirmation that it had been unblocked and made operational for withdrawals.

We appreciate your continued cooperation and assistance in resolving this matter promptly.

I look forward to your response.

Dear RosanaLuu,

Thank you for your cooperation once again. Could you please try logging in to your account again?

Everything looks correct on our end, so you should be able to log in.

Best regards,

Bethall Casino Team

Gostaria de atualizar a situação referente à minha conta na BetHall.

Após minha reclamação inicial, o acesso à conta foi liberado, porém a empresa impôs uma regra de rollover (exigindo que eu apostasse ao menos o valor total depositado) antes de permitir o saque.

Entrei imediatamente em contato com o suporte via chat ao vivo, enviei todas as capturas de tela comprovando que já havia apostado muito mais do que o valor depositado, e o próprio atendimento reconheceu o recebimento dessas provas.

Posteriormente, recebi um e-mail solicitando meus dados bancários para o processamento do saque, os quais já foram devidamente enviados.

No momento, aguardo apenas a confirmação da liberação do pagamento dos valores devidos.

Agradeço ao Casino Guru pela intermediação e espero que o caso seja resolvido em breve.

Recebi um novo e-mail da BetHall informando que o processamento do saque não pôde ser concluído, sob a justificativa de que a conta bancária informada seria "inválida".

Gostaria de esclarecer que a conta bancária enviada é válida e ativa, pertencente ao Banco 323 – Mercado Pago, e está apta para receber valores normalmente via Pix e transferências bancárias. Inclusive, foi a mesma conta utilizada para realizar os depósitos na plataforma.

Mesmo assim, para evitar qualquer novo contratempo, solicito a possibilidade de enviar uma nova conta bancária em meu nome como alternativa para o saque, caso a BetHall alegue novamente qualquer incompatibilidade técnica com a conta atual.

Reforço que todos os dados foram enviados corretamente e permanecerei à disposição para colaborar no que for necessário para a conclusão do pagamento.

Venho atualizar a situação referente ao meu caso.

Recebi recentemente um e-mail da BetHall informando que o saque não pôde ser processado sob a justificativa de "conta bancária inválida". No entanto, reforço que a conta mencionada, pertencente ao Banco 323 – Mercado Pago, está ativa e plenamente funcional, sendo utilizada normalmente para receber valores via Pix e transferências, além de ter sido a mesma usada para efetuar os depósitos na plataforma.

Como forma de adiantar uma possível solução, decidi por iniciativa própria enviar uma nova conta bancária em meu nome como alternativa para o pagamento, a fim de evitar qualquer novo contratempo técnico.

O e-mail com essas informações foi também encaminhado em cópia ao Sr. Stefan, do Casino Guru, para fins de comprovação.

No momento, aguardo apenas o retorno da BetHall e a efetivação do saque.

Dear RosanaLuu,

Thank you for your response and continued cooperation. Did you manage to receive any feedback from the casino?

I look forward to your response.

Até o momento não tive nenhum retorno da Bethall. Estou no aguardo ainda.

Dear BetHall Casino,

We kindly request an update regarding when the player will receive payment using the newly provided bank account information.

Thank you for your attention to this matter. I look forward to your prompt response.

Dear RosanaLuu,

Thank you for your patience.

We would like to inform you that your recent withdrawal attempt to your bank account was declined due to invalid account.

As an alternative, we can offer a Crypto or Mifinity withdrawal methods (please note: for Mifinity withdrawals, we will need screenshots of your wallet clearly showing ownership before we can proceed).

Once we receive the required information, we will be happy to process your withdrawal promptly.

We will send you a private email for you to be able to share with us a Proof of ownership of the wallet.

Thank you for your collaboration and understanding.

Kind Regards,

Bethall Casino Team

Gostaria de informar que já enviei por e-mail todas as informações solicitadas para o saque via criptomoedas, incluindo:

Endereço de depósito em DOGE,

Rede utilizada (DOGECOIN),

E as capturas de tela comprovando a titularidade da carteira, conforme solicitado.

O e-mail foi enviado também com cópia ao Stefan, do Casino Guru, para fins de transparência e acompanhamento do processo.

No momento, aguardo apenas a confirmação por parte da BetHall e o prosseguimento com o processamento do saque.

Dear BetHall Casino,

Could you please inform us once the payment has been processed, so that we may obtain confirmation from the player regarding its receipt?

I look forward to your response.

Dear RosanaLuu

Thank you for the information provided.

Your crypto wallet details have been forwarded to the relevant department.

We will keep you updated on the status of the transaction.

Thank you for your patience and understanding.

Kind Regards,

Bethall Casino Team

Dear BetHall Casino,

Thank you for your response. We kindly ask that you keep us informed regarding any progress or updates related to this matter.

I look forward to your response.

Dear All,

Thank you for your patience.

The crypto address provided is invalid unfortunately.

Due to our strict, mandatory internal security protocols, we can only process payouts to crypto addresses that can be successfully verified on our system using our dedicated tool (Blockchair).

We cannot approve transfers to any address that fails this specific check.

To receive your refund immediately, please send one new, valid, and Blockchair-verifiable address on one of these supported networks:

BTC (Bitcoin Network)

LTC (Litecoin Network)

DOGE (Dogecoin Network)

ETH / USDC (ERC-20 Ethereum Network)

We look forward to receiving a compatible address to finalize your refund.

Kind Regards,

Bethall Casino Team

Venho registrar uma atualização importante sobre meu caso.

A BetHall informou por e-mail que o endereço DOGE que enviei seria "inválido" ou "não verificável" pelo Blockchair. Porém, gostaria de esclarecer que o endereço enviado é um endereço legítimo da rede Dogecoin, gerado diretamente pela Binance, e essa rede é totalmente suportada pelo Blockchair. Inclusive, qualquer transação da rede DOGE pode ser normalmente rastreada através dessa ferramenta pública.

Portanto, a alegação de que meu endereço não pode ser verificado tecnicamente não procede, já que a rede Dogecoin é compatível com o Blockchair e funciona sem restrições. O endereço informado é válido, utilizável e verificável na blockchain, assim como qualquer outro endereço DOGE padrão.

Continuo aguardando que a BetHall processe meu saque com base nas informações que já forneci, considerando que o endereço é completamente funcional e atende aos critérios mencionados pela própria plataforma.

Agradeço ao Casino Guru pelo suporte e continuarei atualizando o andamento.

Atenciosamente,

Dear All,

Thank you for your detailed update and for reviewing the information provided.

We would like to inform all parties that we have initiated a manual payout to the newly submitted Bitcoin address. The transaction is currently being processed and is expected to be completed by tomorrow.

We will continue to closely monitor the situation to ensure the transfer is successfully finalized.

Thank you for your cooperation and patience throughout this process.

Kind regards,

BetHall Casino Team

Dear BetHall Casino Team,

Thank you for the update.

Could you please confirm whether the payout has already been processed successfully?

I look forward to your response.