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

The last deposit was made with a credit card and sent a picture of it as instructed. They won't pay withdrawals until I send them a picture of the receipt from the skrill website for the previously made transfer. My access to the skrill website is blocked, I can never get the receipt delivered to them, so will I lose my money?

Dear player,

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 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Payments have been declined for this reason.

I can't log into my skrill account because it's closed and betovo won't pay my winnings because they ask for a receipt from skrill which I will never receive. In this case I will never get my money back. AVOID PLAYING ON BETOVO.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Was the Skrill account in question registered in your name?

Are you able to provide the casino with proof that your Skrill account is permanently closed and no longer accessible?

Is this the only issue preventing your withdrawal, or are there any other problems the casino mentioned?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

I sent you pictures from the Skrill account to the email address provided, which I do not have access to. Currently, betovo is demanding 2 receipts from the Skrill account for the deposit made and a picture that I am the owner of the Skrill account. It is completely impossible to fulfill these requests of theirs, because I do not have these documents myself. I think I have strongly confirmed the betovo account. I have sent a picture of my passport, driver's license, utility bill, bank card, bank statement, receipt from my bank for the transfer in question. I think there is no ambiguity regarding the confirmation that it is me and the documents that only I have access to.

Withdrawals from Betovoto still unpaid

Dear player, was the Skrill account in question registered in your name?

Have you tried contacting Skrill support directly, to request the documents that the casino is asking for (such as the deposit receipt and confirmation of account ownership) even though you no longer have access to the account? Sometimes, even if the account is closed or restricted, Skrill may be able to provide transaction confirmation or a formal statement upon request.

I have written to skrill without receiving any confirmation. I have opened a new skrill account just to get in touch with them. No response. The skrill account was opened in my name. Betov's own page says that during the payment process they cooperate with payment providers. Why don't they ask for confirmation on the matter? I believe they are a scam site that just doesn't pay withdrawals.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Dear jallurau198194,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betovo Casino representative to join this conversation and participate in resolving this complaint.

Dear Betovo Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello,

Thank you for the opportunity to respond to this matter.

We are pleased to inform you that your casino account has been verified, and your recent withdrawal request has been approved. The winnings should already be on their way to your banking account. 

Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.

We believe these actions demonstrate our dedication and openness to a user-friendly experience.

Thank you for your understanding and cooperation.

Best regards,

Betovo Team

Dear Betovo Casino,

Thank you for your response and the information provided.

Dear jallurau198194,

Could you please let me know once you receive the payment from the casino?

I'll be awaiting your reply.

The money came into the account. It's unfortunate that the casino has to go this far to get their money, which is what the player is supposed to pay.

Dear jallurau198194,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru