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

On 27th of November, I made a deposit into Betovo 50€, received welcome bonus 50€. As I was playing, I got till a little bit over 170€, playing a bit more I Understood that I want to withdraw my money. As the bonus was active (which was 50€) I cancelled it. At this moment I had 168€ (118€ real balance, and 50€ bonus balance), I cancelled the bonus and was left with 118€. I verified my account even before I made a payout. After some while I came to my account, because the money wasn’t paid out to me. I saw, that my withdraw was still pending. I thought why? Because I was already verified. After that I went to verification section, I saw that my documents were deleted, when I contacted live support, they said that they do not accept documents from virtual banks as a verification. After that I went through verification, with the same documents and it again verified my account. After some while, I went back to the account again, because I still didn’t receive the money. And today 6th of December I see that my withdraw has been cancelled and instead of 118€ to my account they have given back only 50€, which means that they just deducted 68€ of my real winning money. The only thing that they say, is that these 68€ were bonus money, but I wouldn’t even be able to put a withdraw of 118€, if 68€ would be bonus balance, casinos just doesn’t allow you to withdraw if you have active bonus balance. Right now they say, that I can withdraw my money, but before withdrawing, I need to get my 68€ back to my account because it wasn’t bonus balance, the 118€ I withdrew is real. In the pictures I added that my balance in reality was like I said. I add that I withdrew 118€, and also add picture that my account is verified. The withdraw in the pictures, was the second withdraw I made, and the casino even doesn’t allow me to see transactions before the 29th of November.

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Dear AGNISSS,

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

The problem is that they deducted 68€ from my real balance. And I need to get that back to my account. The withdrawal I made already on 27th of November, on the 2nd of December this was the second time I made a withdraw. I repeat, the main problem is that, they deducted 68€ from my real balance and they say that this was bonus balance, but I know that it wasn’t. Because I cancelled my bonus when I had left with 168€. So real money was 118€. Which can be seen in the withdrawal picture.

Dear AGNISSS,

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 Attila,

The real money (68€) still haven’t been returned to my account.

I still haven’t received my payout.

And there hasn’t been any new developments regarding my case.

Dear AGNISSS, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide a link to the promotion you have previously played with? Alternatively, you can attach a screenshot as well.
• Could you please attach a screenshot showing your account balance?
• Could you please share your communication with this issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Thank you very much in advance for your reply.

Deal Attila,

I used the 100% casino welcome bonus and deposited 50EUR, I don’t have link or screenshot of the bonus because after everything happened, in the casino server there were no data about my Deposit, the bonus I used, there were only data about my withdrawal. But I’m adding here a screenshot from bonus section which clearly shows that I have next bonus available (for 2nd deposit 75%, etc.), because the first bonus I used was 100% casino welcome bonus.

About the account balance, I am attaching the screenshot of winning (where my balance was a little bit over 170€, then the welcome bonus 50€ was still active, and then I’m also adding the screenshot of withdrawal sum 118€, which I made after canceling the 50€ bonus I had. And I didn’t screenshot my balance because I didn’t know that something like this could even happen. And in the added screenshot of withdrawal you can already see, that they deducted my real balance and that I was left with 50€, even though I cancelled my bonus before withdrawal because you can’t withdraw if you have active bonus, you can’t even press on withdraw if you have active bonus.

I’m also sharing the screenshots that I had. Also one more interesting fact is that, I don’t have any emails from them about deposit, about cancelling the bonus, about withdrawal, etc. Even though usually all casinos send these emails to a client.

I look forward to hearing from you soon.

Dear AGNISSS, thank you for your response.

Could you please confirm whether the deposit bonus was used on casino games or sports betting?

Thank you in advance for your reply.

Dear Attila,

deposit bonus was used on casino games.

Hello AGNISSS,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AGNISSS, thank you for your response. Could you please confirm whether the 118€ was a result of the canceled bonus? Was the bonus fully wagered before you decided to cancel it?

Thank you in advance for your reply.

Dear Attila,

I will try to explain the situation to you one more time.

First, I made a deposit 50EURO, I got 100% casino deposit bonus, so my balance was 100EUR.

Then, I played a bit and won. When I wanted to withdraw money, I got on my balance 118EURO real money and the initial bonus 50EUR, combined 168EURO.

When I tried to withdraw it showed that I cannot withdraw money with an active bonus, so I canceled the initial bonus and was left with 118EURO real balance, which I then tried to withdraw from the casino.

As far as I know, you do not need to wager anything after you cancel the bonus because the wagering requirements are for when you have an active bonus. In my case the bonus was cancelled. And at first you play with your real balance, only after you lose your real balance you start using the bonus money. And as I played, I did not lose any of my real balance, I won the money with my real balance.

I'm looking forward to hear from you soon.

Dear AGNISSS, thank you for your response. I have read the casino's terms and conditions and this is what i have found:

23.17. The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player.

Unfortunately, in this case we have no grounds to request further payouts from the casino, as they are acting in accordance with their terms and conditions.

I am sorry we could not be of more help on this occasion.

Best regards,

Attila G:

We’ve reopened this complaint at the request of AGNISSS. We have received the following message from the player:

I wasn’t thinking that I will need to reopen my complaint after your last message, until this happened.

after receiving your message, I tried to withdraw my money. After few days they cancelled my withdrawal. They said that I haven’t been verified even though I have verified my account long time ago. They say that I haven’t added documents about proof of payment even though I have added them long time ago.

They say something about "they are not accepting bank statements from virtual banks" even though I have added from real physical bank in my country. I added screenshots from the conversation with support and also the pictures that I have been verified and uploaded all the documents.

I hope that soon we will find a resolution. The money I’m trying to withdraw are 60€ that I was left with after all things that has happened. The balance right now shows 0€ because I created another withdrawal after they cancelled my last withdraw.

Dear AGNISSS, could you please forward your correspondence with the casino? Additionally, could you please attach a screenshot of your pending withdrawal as well?

Thank you in advance for your reply.

Hello,

yesterday, I reached out to the casino support team. After long conversation, I did my verification again, this time they said that verification has been successful. Afterwards, I made another withdrawal yesterday. Right now I’m waiting whether the withdrawal will come through. As they said themselves that the verification has been successful.

Right now I’m not adding more details and screenshots because I’m waiting whether the withdrawal will land my account.

if it lands I will mark the complaint as solved, if not then I’ll add all the proof of the conversation with their support team and other relevant details.

thanks for assistance and have a great day.

Dear AGNISSS, do you have any updates for us? Could you please attach a screenshot of your pending withdrawal?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AGNISSS,

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,

Attila