The player from Nigeria was frustrated with Betospin.com as her withdrawal request of 135 EUR had not been processed within the promised timeframe of 5 working days. Despite reaching out to customer support multiple times, she received only repeated messages urging her to be patient. The complaint was addressed by explaining that withdrawal delays could occur due to KYC verification or high withdrawal volumes and advising the player to wait at least 14 days before escalating the issue. The player later marked the complaint as resolved, indicating her issue had been satisfactorily addressed. The complaint was closed with an offer for further assistance if needed.
betOspin Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €135
betOspin Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
3 weeks ago
Betospin.com are trying to scam me of my hard earned money.
It's currently 7 days since I made my withdrawal request of 135 EUR. Each day passing hoping that I will get paid but sadly that never happen, on the terms and conditions it says withdrawals are processed within 5 working days however my has exceeded and still counting without it been process accordingly.
Each time I chat their online support what I got are repeated messages telling me to keep exercising patient that never end making everything frustrating even more, now I am tired and fed up please I need your help.
Below are my chats with the operator
My kind regards
Public
Public
3 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.
Public
Public
3 weeks 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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tombara1,
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,
Veronika
