BetHall Casino - Player's withdrawals have been delayed.

They don't pay withdrawals. Support is no help, they can't do anything about it. Attached is a screenshot of the conversation with the VIP manager. No verification required, I've played casino and sports and haven't used bonuses. I've made a few successful withdrawals in the past. Can you please contact them, I've been waiting for over two weeks now

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Hello,

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 better understand the situation.

• Have you accumulated your winnings with the help of a bonus?
• Have you previously paid out from this casino via Neteller?

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

Best regards,

Tomas

Dear VVVV77,

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,

I haven't used any bonuses and yes I have only used neteller. I have made withdrawals before. But when I won more they stopped paying. Can you help?

Dear VVVV77,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear VVVV77,

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 VVVV77,

We are writing to provide you with an update on the status of your recent transactions following a review of your account.

Our records confirm that three withdrawals of 500 EUR each were successfully processed on March 13th. Depending on your banking institution, these funds should appear in your account within the standard processing timeframe.

Regarding your most recent withdrawal request, please be advised that we have escalated this transaction for priority processing. The relevant department is working to ensure this is completed as quickly as possible, and you will receive a notification once the status has been updated.

Thank you for your continued patience.

Best regards,

BetHall Casino Team

BetHall Casino

Thank you for your efforts in addressing this matter.

VVVV77

I would appreciate it if you could provide an update once all your funds have been received.

Best regards

Now they suddenly blocked my withdrawal. What is going on here?

BetHall Casino

I would greatly appreciate it if you could provide an update on the current situation.

Best regards

Dear VVVV77,

We are writing to provide an update on your withdrawal status. After escalating your request for priority processing, the relevant department has informed me that we require additional verification to complete the transaction.

To finalize this process, please provide a clear copy of your government-issued ID and a selfie of you holding that ID with our brand visible in the background.

We also require your Neteller transaction history for the period of January 8, 2025, through February 15, 2026. Please send these documents to the additional email address we have just sent to your inbox, as this will allow us to process the verification much faster than the standard queue.

Lastly, please ensure you complete the required selfie verification via the Onfido link currently provided in your account.

Thank you for your cooperation in helping us secure your account and finalize your payment.

Best regards,

BetHall Casino Team

Thank you for your quick response. All documents have been sent to your email.

VVVV77

Kindly keep me updated.

Regards

Still nothing new. Can the casino confirm here what the situation is?

Dear Bethall Casino

Please stop delaying verification by requiring extra documents you could have asked at the beginning of the process. Another statement uploaded via your site and sent to our email convo.

Dear VVVV77,

We are writing to confirm that we have successfully received your documents.

Thank you for providing the necessary information. Please be advised that your file has been escalated to the relevant department for a comprehensive review.

Our team is currently processing your request, and we will contact you as soon as an update becomes available. In the meantime, no further action is required on your part.

Thank you for your patience.

Best regards,

Bethall casino Team

BetHall Casino

Thank you for your diligent in addressing this matter. I sincerely hope for a successful verification process and the prompt approval of the player's withdrawal request.

VVVV77

Thank you for your continued communication. We will await further updates from the casino regarding the verification process. Please keep me informed of any developments.

Regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear VVVV77,

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,

Munya

We’ve reopened this complaint at the request of VVVV77. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear BetHall Casino

The player has requested that the case be reopened, citing a delay in the payment of their withdrawal requests. Could you kindly provide an update on this matter?

Dear All,

We are writing to provide an update regarding the withdrawal request.

Please be advised that the request was officially submitted yesterday. According to the established guidelines, the standard processing timeframe for withdrawals is up to three business days.

As the request was initiated within the last 24 hours, it remains well within the expected window for completion. We will continue to monitor the status and will provide a further update once the transaction has been finalized.

Moreover, we would like to take this opportunity to remind you of an important point included in our Terms and Conditions, which apply to all users registered on our platform:

6.15 Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.

We hope this helps clarify the matter for you. Thank you for your patience.

Best regards,

BetHall Casino Team

Hello,

the oldest request was made a long time ago. But thanks for the payments. Let's see how the rest of the payments go.

Hello,

And now suddenly Neteller, which is the only payment method I have used here, has been completely removed, what on earth is going on here again??

I tried on multiple browsers and devices. Neteller is no longer listed as a withdrawal method??

BetHall Casino

Thank you for clarifying the situation. I am hopeful that the player will receive their payment within the specified timeframes. Your cooperation is sincerely appreciated.

Dear VVVV77,

I kindly ask for your patience as we await the delivery of the processed transactions. Please keep me updated once you receive your funds.

Can the casino answer why the withdrawal method I used to make my withdrawal (NETELLER) has been removed?

Dear VVVV77,

Please be advised that your previous withdrawals have been successfully processed and paid out. You should see these reflected in your accounts shortly, depending on your bank's standard processing times.

Regarding the Neteller, we would like to inform you that the matter has been officially escalated to the relevant department for further investigation.

As soon as we receive a definitive update from the internal team, we will notify you immediately.

Thank you for your continued patience and cooperation.

Best regards,

BetHall Casino Team

BetHall Casino

Looking forward to your update regarding the payment method.

Dear VVVV77,

We are writing to provide an update on the current status of your account and the recent changes to our payment options.

Regarding the removal of Neteller as a payment method, we are still awaiting additional details from the relevant department and the payment processors. Please be assured that we are monitoring this closely, and we will inform you immediately as soon as we receive a definitive answer.

Furthermore, we have escalated your pending withdrawals for priority processing to minimize any further delays.

Thank you for your continued patience and understanding.

Best regards,

BetHall Casino Team

BetHall Casino

Thank you for the update. I hope you will be able to provide guidance on the payment method soon.

VVVV77

I would appreciate it if you could update me should there be any developments regarding your payment.

Regards

Dear VVVV77,

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.

I can withdraw using another method but again there are 3 withdrawals pending. And there are no fees involved

VVVV77

Thank you for your response

BetHall Casino

I would like to kindly remind you that prompt payments to players are beneficial for your brand and can lead to improved ratings, as they help minimize complaints. I have noted with concern that the player still has pending withdrawals, despite your earlier assurance that these requests would be prioritized and processed within three business days. As this deadline has now passed, the player has yet to receive their payments. Could you please provide an update on the status of the player's withdrawal requests? Thank you for your attention to this matter.

Dear All,

After a thorough review of the players account, we can confirm that all pending withdrawals have been successfully processed and paid. Our records indicate that there is no remaining balance left on the account.

With regard to the status of Neteller, we have consulted with the relevant department for further clarification. Please be advised that this change was implemented due to specific business reasons. Our team is currently dedicated to matters concerning our internal infrastructure that we cannot disclose at this time.

We appreciate your understanding and continued cooperation.

Kind regards,

Bethall Casino Team

VVVV77

Could you please confirm if you have received the payments as communicated by the casino?

Regards.