The player from Portugal faced withdrawal denials despite being a level 20 VIP and was currently undergoing provider identification, which he believed was an excuse to avoid paying his winnings. He reported that the casino was reviewing his gameplay and had not confirmed whether his KYC was completed or whether any bonus was active. We asked him for clarification about his withdrawals, verification, and bonus use, but he did not reply to our messages or reminder. As a result, we were unable to continue the investigation and the complaint was closed due to lack of response.
Betnaro Casino - Player’s withdrawal request is denied.
Closed
Our verdict
Player stopped responding
Amount: €80,000
Betnaro Casino
Safety Index 6.6 Fresh casinoCase summary
Discussion
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4 weeks ago
They keep denying the withdrawl and now there is a privider identification in progress, all ways to not pay the amount i won, besides i am lvl 20 VIP.
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4 weeks 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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4 weeks ago
Dear Clemente1,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Do I understand correctly that the casino is currently reviewing your gameplay?
- Have you made any successful withdrawals from your account previously?
- Can you confirm that your KYC verification was completed?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Dear Clemente1,
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.
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2 weeks ago
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,
Kristina
Casino.Guru
