BetHall Casino - Player's withdrawal is delayed and account access is blocked.

Help me, friends! I've received two successful withdrawals from Bethall, but a third one is still pending, and they haven't paid it yet (the necessary deadlines have passed). I asked for clarification in the chat, but now I can't access the account to receive my money. They claim it's under review.

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Dear player,  

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

• When did you submit the withdrawal request?  
• Did you accumulate your winnings with or without an active bonus?
• Was your account verified?  
• Do I understand correctly that your account is currently blocked?
• Did the casino inform you about the reason for blocking your account?

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,

Natalia

Dear Pedrinn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, Natalia.

Sorry for the delay in replying.

• After two successful withdrawals, I made a third on 17/09/2025, which didn't go down anymore.
• I accumulated the winnings without a bonus. I never used any bonuses.
• The account never asked for verification. The verification area stated that the account did not need verification.
• Yes, the account was blocked from access, even preventing me from taking screenshots or providing any further details that may be requested.
• The casino gave no reason for the block.

Thank you in advance for your attention and I hope that everything can be resolved as soon as possible.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

I sent them by email, Natalia. I don't have many captures, as I was paying normally until they blocked my access.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([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.

Hello Pedrinn,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite BetHall Casino to join the conversation.

Dear BetHall Casino,

I would be grateful if you could provide clarification regarding the reason for not processing the player's latest withdrawal, given that the player has previously received their withdrawals.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at [email protected]

Hello All,

Firstly, we would like to clarify that the customer's account has never been closed and he has access to it.

In order to process the pending withdrawal, we need to verify customer's account.

Dear Pedrinn, kindly note that the requested documents for verification need to be uploaded via the website only, using the Document Verification Service. This can be found under "Settings => Verification", in your account. 

 

Once you enter the verification tab you should be able to see the status "Verification Required" as well as the documents that are needed and proceed with uploading them from there.

We hope this clarify the matter for you!

Best regards,

Bethall.com

Dear Pedrinn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The account is still under review, i.e. blocked from logging in, preventing me from verifying it as you wish.

I'm sending you a screenshot of the message that appears when you try to log in.

I need the login to be unblocked and/or the documents to be accepted by email so that the verification can be completed.

Dear Pedrinn,

We can alternatively verify your account by sending us the required documents for verification ( Proof of identity document / transaction history in PDF of your Monetix account for the period 23.07-23.08 where are visible all your transactions and deposits made to our casino / Selfie photo holding your ID document against the background of our website ( casino name to be visible)) via email at [email protected] .

Once provided, please let us know, so we can proceed with your verification.

Thank you for your understanding!

Best regards,

Bethall.com

Dear Pedrinn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

I would like to inform you that I have sent all the documents requested by BetHall directly to the e-mail address indicated ( [email protected]), as instructed here on the forum.

The same e-mail was also sent as a copy to Michal, the Casino Guru intermediary, for the purposes of monitoring and transparency in the process.

My identity document, a selfie of me holding the document with the name of the site visible in the background, and a PDF transaction history for the period requested (23/07 to 23/08), containing all the deposits made, were sent.

Currently, I'm just waiting for confirmation of receipt and continued verification of the account, so that access and the withdrawal process can be completed.

I would like to thank Casino Guru, especially Michal, for his attention and mediation in this case.

Dear Pedrinn,

I have successfully received your email, including the attachments.

Dear BetHall Casino Team,

I am awaiting your feedback concerning the documents submitted by the player for the verification process. I trust that we will soon witness progress towards a resolution and that the player's winnings will be processed on your end.

Dear CasinoGuru Team,

After further investigation, we would like to inform you that we have not received any documents from the customer from the email that he registered with.

He did not provide us documents via the verification tab on the website as well.

Once received, we will notify you and proceed with checking customer's request.

Best regards,

Bethall.com

I would like to inform you that I have resent the email with all the requested documents, including proof of identity, selfie and transaction history, as previously indicated.

This time, the email was also forwarded to other BetHall support addresses, with a copy to the intermediary Michal, for the sake of proof and full transparency in the process.

I would point out that all the documents were sent from the same email address used to register the account, which can be seen in the attachment showing that the account remains blocked for analysis. For this reason, it is not possible to send the files via the verification tab on the website, as access is temporarily unavailable.

I am waiting for confirmation that the documents have been received and for the account to be verified so that the case can be settled.

I would like to update you that, after resending the documents, I received confirmation of receipt from two BetHall email addresses, informing me that the material has been forwarded to continue the process of verification and analysis of unblocking access to the account.

In view of this, I would like to request priority in the progress of my case, considering that we have been trying to resolve the situation for months and that the account remains blocked, with successive demands and impediments without any concrete justification on the part of the casino.

Thank you in advance for your attention and I hope the process progresses as quickly and transparently as possible.

Dear All,

We would like to inform you that we have received documents for verification and they are under review.

Once there is an update, we will notify you.

Thank you for your understanding!

Best regards,

Bethall.com

I would like to update you that, as per the attached reply, the account has been duly verified and I have been asked for a cryptocurrency wallet address for cryptocurrency purposes, however, the withdrawal method via pix is available, as it has been done previously without any error. Would it be possible to unblock access to the account only, so that I can make the withdrawals myself in installments, as I was doing before?

Dear Pedrinn,

Thank you for the update. I'm glad the verification of your account has been successful.

Dear Bethall Team,

Thank you for your cooperation so far. Can you please accommodate the player with the payments to be made via the Pix payment method, or if this is not currently available, could you please explain why?

I would like to update you that a pending withdrawal fell through today.

With this, I request the possibility of unblocking access to the account so that withdrawals can be made manually, as we were doing before, please. This is because the company has informed me that the account has never been blocked, and that it has even been successfully verified.

Dear Pedrinn,

Unfortunately, we will not able to proceed with manual withdraw via PIX, as we do not offer this method for it.

Please be advised to provide us with one of the requested payment methods, so we can proceed with your request.

Your account will remain closed per our Terms and Conditions 3.9:

•  We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Calm regards,

Bethall.com

Returning to update you on the progress of the case.

As requested by the BetHall team, I have just emailed the full details of my Dogecoin wallet (DOGE) so that the withdrawal can be processed by this method. In the same email, I also attached screenshots proving ownership of the wallet. The intermediary Michal, from Casino Guru, has been included in the copy for monitoring and transparency.

I would also like to point out that there have been three previous withdrawals via PIX, all of which were successful, which makes the sudden interruption of this method quite unexpected. Even so, to avoid further delays, I am cooperating with the alternative method suggested by BetHall.

I am now waiting for the Dogecoin withdrawal to be processed and remain at your disposal for any further information.

Dear Pedrinn,

Your request has been forwarded to the relevant department and we will contact you with information regarding the refund of the active balance on your account really soon.

Thank you for your understanding!

Best regards,

Bethall.com

Dear Pedrinn,

We are checking the last provided reply and working on your request!

You will be contacted once we have an update in the nearest time possible!

Thank you for your patience and understanding!

Best regards,

Bethall.com

I appreciate everyone's responses, and I would like to extend my gratitude to you, Pedrin, for including me in the email correspondence.

I trust that the casino team will soon process the winnings and transfer them to you using one of the available cryptocurrency options. I will look forward to your confirmation once the funds have been received.

Dear Michal,

We are currently working on the customer's payment and will be back with an update in the nearest time possible.

Best regards,

Bethall.com

I'm updating my case once again, unfortunately due to yet another denial from BetHall, as per the attached email.

Now, the company has again canceled the processing of my withdrawal, vaguely claiming a "technical error by the payment provider". However, no concrete justification has been given, and the Bitcoin address provided - which is fully valid and generated by Binance - continues to be ignored by the company.

In addition, the message sent by BetHall states that I should "use the same payment method used for the deposit".

I reiterate: the method used for the deposit was PIX, and BetHall itself has made previous payments via PIX, as has already been proven.

Even so, the company insists that this method "does not exist on the platform", which clearly contradicts the payments already made.

In other words:

I have already provided several valid addresses (DOGE, USDC, LTC, BTC)

I have already attached proof of ownership

I've provided screenshots from Binance, one of the largest brokers in the world

And I've even demonstrated, with technical support from Blockchair, that new addresses are totally valid.

Even so, BetHall continues to refuse absolutely everything, with no plausible justification.

Faced with this new episode - which reinforces a clear pattern of postponement and non-payment - I again request the intervention of Casino Guru, so that they can help in the immediate resolution of the case and verify the company's conduct.

I remain entirely willing to cooperate, but it is impossible to move forward when the house repeatedly cancels orders for no real technical reason.

Thank you in advance for your continued assistance and I look forward to hearing from you.

Dear all,

I've come to update my case with some extremely relevant information that eliminates any previous justification given by BetHall for not processing my withdrawal.

The Bitcoin address (BTC Network) that I reported earlier - and which BetHall claimed was not "valid" or "verifiable" by the Blockchair tool - has just received a transaction, which means that:

🔹 The address is active,

🔹 It is publicly recognized on the blockchain,

🔹 It's verified on Blockchair, as I've attached in the screenshot,

🔹 Meets exactly all the criteria required by BetHall.

In other words: any claim of invalidity, lack of history or technical impossibility is officially ruled out.

The address is now 100% validated and publicly auditable, fully meeting the requirements created by the house itself.

I emphasize that this is a real, functional address and that it belongs to Binance, one of the largest and most respected brokers in the world - so there is no technical basis for further refusals.

In view of this, I request that BetHall immediately finalize the processing of the withdrawal, since there is no impediment or pending condition that could justify further denials.

I also ask for the support of Casino Guru to help bring this case to a conclusion, as all requirements have been met and exceeded, and there is no longer any room for further delays.

I look forward to the immediate processing of the payment.

Dear BetHall Casino,

Could you kindly clarify the reason behind the unsuccessful processing of the transaction on your end?

The BTC address in question appears to be functioning properly, so I am eager to understand why the funds were not processed successfully from your side. It is quite uncommon for crypto transactions to encounter any restrictions.

Dear Michal,

We would like to inform you that players withdrawal has been cancelled by our KYC team, we will get back to you with updates shortly, sorry for the inconvenience.

Thank you for your understanding.

Best regards,

Bethall casino Team.

Dear BetHall Casino,

I'm looking forward to your timely update.

Dear All,

We would like to clarify with you that the customer has provided us a few payment methods, but none of them is available for return of the active balance.

We would like to request from the customer an existing payment account from the available ones (Skrill or Crypto) in order to proceed with the return.

Best regards,

Bethall.com

Dear BetHall Casino,

Thank you for your response. Can you please confirm that you have made another attempt to disburse the winnings to the BTC wallet/address 13div******WhzCU?

If no, why, and if yes, why was the transfer not successful?

As can be clearly seen and checked on the blockchain, this wallet/address seems to be working normally;

Thus, I would like to understand what issues you have encountered?

Dear Michal,

We are trying once again to the provided address and will be back with an update in the nearest time possible.

Calm regards,

Bethall.com

Dear BetHall Casino,

Any updates, please?

Dear All,

We can confirm that a manual withdraw of the active balance on the customer's account was processed and sent out from our side.

Let us know if anything else is needed!

Best regards,

Bethall.com

Dear BetHall Casino,

Thank you for the update.

Dear Pedrinn,

Please let us know that you have received the funds.

Dear Pedrinn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

I would like to register that my case was successfully concluded and that the amounts due were duly received.

Despite the additional verification steps and the necessary adjustments throughout the process, in the end BetHall demonstrated its commitment to resolving the situation and fulfilling the payment, which reinforces the platform's credibility.

I would like to take this opportunity to point out that there are many Brazilian players who appreciate BetHall, use the site frequently and value, above all, seriousness, correct payment and a willingness to resolve any impasses. Seeing the situation resolved shows that the company recognizes the importance of this audience and maintains a responsible attitude towards players from Brazil as well.

I would also like to thank Casino Guru, whose support was important in keeping the dialog going until the final resolution.

I am pleased with the outcome and wish BetHall continued success, hoping that the positive relationship with Brazilian players will continue to be strengthened.

Dear Pedrinn,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

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 Centre. 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,

Michal

Casino Guru