The player from Germany faced issues withdrawing his winnings of €1850 after depositing €400. Despite initially being marked as 'Verified', his account later showed 'Document review'. The complaint was resolved after the player confirmed the issue had been addressed, with the resolution facilitated through cooperation and communication. The Complaints Team advised patience during withdrawal processing times and emphasized their role in assisting only if withdrawals remained unpaid after 14 days. The player’s confirmation led to the case being marked as resolved.
Betista Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,850
Betista Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
They won't pay out. I deposited €400 and won €1850. It initially said "Verified" and now it says "Document review." I need your help.
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
Hello,
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,
Attila
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1 month ago
TranslationYou [Redacted] are also among them. I closed my account and delete me here too, you corrupt [Redacted]
Edited by a Casino Guru admin
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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 Beko-Brado,
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,
Attila
