Betory Casino - Player's withdrawal has been delayed.

Hello,

I am writing to file a complaint against Betory Casino regarding a withdrawal of €1,000 that I have not received.

I requested a withdrawal of €1,000 (without any bonus funds, purely from my own winnings) over 15 days ago. I received a confirmation email stating that the withdrawal had been validated and that the funds would arrive on my bank account shortly.

However, I never received the money. When I check the withdrawal status on the casino platform, it clearly states that the aggregator cancelled/refused the transaction.

I have contacted their customer support approximately 10 times, and every single time I receive the exact same copy-paste response: "your case is still under verification". No real explanation, no solution, no timeline.

I have kept all evidence: the withdrawal confirmation email, screenshots of the cancelled status on the platform, and all support chat transcripts.

I am asking Casino Guru to help me recover my €1,000 as soon as possible.

Thank you for your help

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Dear lino9889,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that your account is fully verified?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

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

Best regards,

Jean

hello thanks for your response.

No i never realise a withrall before,

yes my account is verified and i send you the screenshot of the statue of withrall.

thanks you

Thank you for your answer.

Could you please clarify the exact date when you requested the withdrawal? You mentioned that it was cancelled. Please provide both the original date and the new date after the original was cancelled. You can also provide a screenshot of your withdrawal history page. The last image (status of withdrawal) that you sent is small and blurry. So please provide a better quality.

Additionally, could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear lino9889,

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.

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,
Jean
Casino.Guru