The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. We explained that withdrawal delays of several days or weeks were common due to KYC verification or high withdrawal volumes and advised patience and cooperation with the casino. The player confirmed that the issue was resolved, and we marked the complaint as resolved in our system.
Betista Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €100
Betista Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
My payment is being withheld without any apparent reason being given.
The casino itself stated a 72-hour deadline, which I patiently waited for, always assuring me that the withdrawal would be processed within that time. After the 72 hours had passed, their tone suddenly changed, and they said there could be delays, but of course, they couldn't give me a specific timeframe. Every chat agent I spoke to gave me the same generated response, which makes me seriously doubt I'll ever receive this withdrawal. I didn't use any bonus or anything else; this is just about my own money, a small amount of €100. I hope you can help me.
They are deliberately lying and delaying tactics.
Automatic translation:
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1 month ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Alibabo,
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
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Alibabo,
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,
Karla
