Betmomo Casino - Player believes that their withdrawal has been delayed.

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Dear Giyo,

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

Dear Giyo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for this keen follow up. I was about to deposit another complaint on same issue before I saw your mail. I'm so grateful.

Actually, the money is still in the BeWalletV1 and hasn't been deposited in my account. All my customer service consultations have been in vain. I am so glad you're following it up. I plead you follow it up and the funds be released soonest. I am waiting to read from you.

Thank you.

Dear Karla,

I am yet waiting for your response to know how far you have gone with the development.

Again, thank you for picking up on this.

Giyo

Hi Karla,

Please can I have updates on this matter or I should submit another complaint still on it. I'm confused on what is happening.

Giyo

Dear Giyo, thank you for your response. 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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Karla,

Thank you for your response. Per your questions,

- Yes I have made successful withdrawals before, I'm an old customer.

- Yes I have passed the KYC verification. I'm a costumer more than 6 years old with that account.

- I did not play casino games on that bet. They were fully sports games.

- Most of my communications are online customer service communications on the betting site and they close down once chat is terminated.

- I will forward to you the lone email I wrote to them.

Thank you.

Giyo.

Dear Giyo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Barbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Giyo,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hi Barbora,

Thank you for writing. As of now, there's no new development. Three weeks and counting, and the withdrawal is still pending.

Kind regards.

Giyo.

Dear Giyo,

Thank you for your patience.

I would like to let you know that I have not yet received a response from the casino despite contacting them. I am still waiting for their reply and will continue to follow up on your case.

As soon as I receive any new information, I will update you here in the complaint thread.

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 Giyo,

I am sorry, but despite our repeated attempts to contact the casino, we have not received any response regarding your complaint.

As the casino has chosen not to cooperate with us, we are unable to continue our investigation or assist further in resolving this matter. Consequently, I am forced to close this complaint as unresolved, which will negatively affect the casino's Safety Index on our website.

Should the casino decide to respond in the future and provide relevant information, they may request that this complaint be reopened, and we will gladly continue our investigation.

I am sorry that we could not be of more help on this occasion. Thank you for your patience and cooperation throughout the complaint process.

Best regards,

Barbora