Betinia Casino Ontario - Withdrawal of player's winnings has been delayed.

I downloaded betinia on Monday September 14th, made a few deposits, totalling about 1500$ CAD. Somehow managed to run it up to 18,450.59 (I only tried to pull out 9000 I have 9450.59 still sitting in my account as it says I can only withdraw 9000) through blackjack, slots, baccarat, pretty much everything as my balance kept going I just kept playing on different games. I have since requested a withdrawal which they haven’t honoured. Then they asked for verification (KYC) but didn’t tell me where to send the KYC to. Then I asked where to send it and how to submit it and they told me I don’t need it. None of it adds up. And my money is now stuck on their casino. All I want to do is verify my account so I can withdraw my money. That’s the entire point of playing is it not? I did nothing wrong. I was playing 1000$ hands of blackjack on evolution first person blackjack, playing gates of Olympus 1000, gates of Olympus super scatter, le bandit, le prechaun. Like all generic big name games. This is the first time I’ve ever won on a casino like this and now I’m starting to believe they have no intention of paying out. They are an iontario registered casino. This is the only casino I’ve ever seen do things like this.

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Dear nicks1358,

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

They are lying to me again and again and again. I contacted iontario gaming and they confirmed the email that they sent me asking for verification was Betinia but Betinia is claiming they never sent the email and I need no verification documents. This is legit crime right infront of my eyes. They don’t want to pay me out. How can this be possible on a regulated casino????? Look at the attached images. Explain this to me. Please.

This is legit crazy. I am owed a 9000$ CAD withdrawal + an additional 9450.59$ that is in my account for a total of 18,450.59$ these guys are doing everything in their power to not verify my account

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please share a screenshot of your casino account verification page?
• Please share a screenshot of your withdrawal history directly in this thread.

Thank you very much in advance for your reply.

Dear nicks1358,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru