BetiBet Casino - Player experiences delayed deposit with no response.

hallo habe am donnerstag mit Tron einbezahlt und es ist immer noch kein geld und bonus am konto schreibe seit donnerstag jeden tag im chat dort wird immer gesagt es wird weitergeleitet an die richtige abteilung und ich werde eine e-mail bekommen habe mich von ihrer seite angemeldet mit dem bonus code BOOMGURU habe versucht auch eine e-mail zu schreiben aber keine reaktion und die e-mail support@betibet.com kommt zurück bitte schreiben sie mal an das casino vielleicht passiert dann was danke.mfg.violeta

Dear vio26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

hallo im casino sagen sie mir jedem tag im chat das es sich verzögert und das sie es an die richtige abteilung senden mehr erfahre ich im chat nicht habe am donnerstag den 13.02.2025 mit tron einbezahlt

Dear vio26,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Please also keep in mind that such cases may take up to a month to be resolved as it might take longer for the casino to locate the lost funds.

Looking forward to hearing from you.

Regards,

Nick

hallo Kommunikation gibt es nur im chat dort wird mir immer gesagt das sie es zur richtigen abteilung weiterleiten und sie sonst nichts machen können ich soll warten bis ich eine e-mail bekomme die einzahlung habe ich am 13.02 gemacht wie sie an meinem screenshot sehen können.danke mfg. violeta

Thank you vio26 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear vio26,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetiBet Casino representative to join this conversation and participate in resolving this complaint.

Dear BetiBet Casino,

Could you comment on the situation and state why the player's deposit was not credited to his casino account?

Thank you in advance for providing the information.

Dear Casino Guru Team,

Thank you for your contact and the opportunity to provide additional information regarding the player's deposit situation.

We would like to inform you that at the moment, the player's deposit is still in the process of being recovered. This process was caused by the fact that the player sent TRX to the USDTT address. Since the address does not match the currency sent, the transaction was not processed and the funds were not credited, and we are currently actively working on resolving it. We are making every effort to ensure that the deposit is credited to the player's account as soon as possible.

Our technical specialists are already working with the payment system to resolve this issue, and we are closely monitoring the process. We understand the importance of this issue for our players and are taking all measures to ensure that the funds are credited to their accounts as soon as possible.

Please be assured that we are continuing to work on this case and once the issue is resolved, we will immediately take all necessary steps to ensure that the deposit is credited.

Thank you for your patience and understanding. If there are any further updates or additional details, we will be sure to let you know!

Sincerely yours,

BetiBet Team 

Dear BetiBet Casino,

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

Could you let us know once the funds are credited to the player's casino account?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru Team,

Thank you for your response to resolve this issue!

We confirm that we are monitoring the status of the funds credited to the player's account. Once the transaction is processed and the funds are credited to the player's balance, we will immediately notify you by email.

If we become aware of any changes in the status of the payment or the need for additional action, we will promptly provide you with the relevant information.

If you have any additional questions or need to receive interim information regarding your payment status, please let us know and we will provide you with the latest information.

Sincerely yours,

BetiBet Team

Dear BetiBet Casino,

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

I'll be awaiting an email from your side.

Dear Stefan and Vio26,

Thank you for bringing this to our attention. We completely understand how important this matter is for both you and the player, and we truly appreciate your patience while we work towards a resolution.

Please be assured that we have proactively reached out to the platform once again to request a status update on the player’s transaction. As of now, the processing is entirely dependent on the payment provider, and unfortunately, our ability to expedite the process is quite limited. However, we are closely monitoring the situation and will continue to follow up to ensure it is addressed as soon as possible.

The moment we receive any updates, we will inform you immediately. We appreciate your cooperation and understanding in this matter. Please let us know if there’s anything else we can do to assist in the meantime.

Best regards,

BetiBet Casino Team.

Dear BetiBet Casino,

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

Could you give us an update regarding the matter?

I'll be awaiting your reply.

Dear Stefan and Vio26,

Thank you for your patience while we investigate your deposit issue. We want to assure you that we take your concern seriously and have already escalated the matter to our technical platform responsible for transaction processing.

We have followed up once again to check for any updates regarding your case; however, as of now, we have not received any new information. The recovery process for such transactions can take up to 90 days, and we will continue to monitor the situation closely.

As soon as we receive any updates from our technical team, we will inform you immediately. We appreciate your understanding and patience during this process. If you have any further questions, please do not hesitate to reach out.

Best regards,

BetiBet Team.

Dear vio26,

I hope this message finds you well. I wanted to reach out regarding the ongoing issue you have with the casino. As your mediator, I understand how important this matter is to you, and I appreciate your patience thus far. However, I must inform you that we currently do not have the resources to wait for the full 90 days for the casino to resolve this issue. We will be forced to reject this complaint as the mistake was made on your side. If you do not receive the funds in 90 days, please make a reopen request.

Your patience is much appreciated.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding,