BetMartini Casino - Player’s withdrawal is delayed and account status is unclear.

I played at the casino in June 2025 and won. I requested a withdrawal on June 6, 2025, but it's still pending. I contacted the casino via email and left messages in the live chat to clarify the reason of the delay, but they told me the withdrawal had been processed by the KYC team and I needed to wait. Meanwhile, I no longer saw my pending withdrawal in my transaction history, and my balance was 0. The casino assured me that the withdrawal was still being processed by the KYC team. Only after two months of waiting they requested documents for verification. I submitted all the required documents on August 14, and on September 2, they asked for another proof of address. I provided a utility bill. After that, the casino hasn't responded to my emails. I don't know the status of my account and withdrawal.

Please help me contact the casino and clarify this.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina,

This was my first winning with my first deposit.

I played with welcome bonus and completed wagering.

I provided my ID, selfie with ID, proof of address and screenshot of my ewallet.

Thank you for your reply, irianmariaelena. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

Sorry, I cannot post the screenshot because the transaction history is not visible in my profile anymore, I cannot see my pending withdrawal.

I forwarded emails to you.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Karla (karla.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Hello irianmariaelena,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from BetMartini Casino into this conversation.

Dear BetMartini Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, the next step would be contacting the GCB Gaming Authority itself. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (karla.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Karla Mayfly