The player from Germany had won €1,000 at Betovo but faced issues when he tried to withdraw his funds. Although his account was verified, his withdrawal attempts of €600 and then €400 were declined, and despite providing a selfie with his ID, the payment was still not processed. After several attempts and delays, the player eventually received both payouts after 11 days. The issue was resolved with the assistance of the Complaints Team, who monitored the situation and facilitated communication with the casino.
Betovo Casino - Player’s withdrawal is being delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Betovo Casino
Safety Index 8.8 HighCase summary
Discussion
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11 months ago
Translation
Hello, I won €1,000 at Betovo, which I now wanted to withdraw. I was told in the chat that my account was verified. However, the payment was declined. Since you can only withdraw €600 per day, I withdrew €600 and then €400 one day later. So, I did everything correctly. Then I was asked to take a selfie with my ID and elbow. I did that, but it was still declined. I'm from Germany. Don't they want to pay? Can someone help me?
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11 months ago
Dear 19mazze88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please provide us with more details?
- What reason did the casino give for declining your payment?
- Has the selfie with your ID been accepted by the casino's relevant department? Have you been asked to provide any additional documents for verification?
- What types of games did you play?
- Which payment method did you choose for your withdrawal? Did you use the same payment method for depositing your money into this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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11 months ago
TranslationHello, thanks for the permission.
I had to upload my bank card, ID, and utility bill. This was accepted, and I was confirmed in the live chat that I was verified. Then, after 7 days, my withdrawal was canceled. When I asked for it, I was told that a selfie with my ID was missing. I did that, but my withdrawal was still canceled. Now I'm trying a third time.
I paid by bank transfer and would like to withdraw to the same account.
In the live chat, I was always confirmed that my documents were correct. Nevertheless, everything was rejected.
I've played casino and sports betting. I don't have any outstanding bonuses. Everything's actually fine. It's just that my withdrawals keep getting declined.
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11 months ago
TranslationSo, one payout was approved, I am now waiting for the second
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11 months ago
I am glad to hear that your first payout was approved by the casino. Have you received your winnings yet?
Have you received any updates regarding the second withdrawal request you made?
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11 months ago
TranslationYes, I received the payout. I still have to wait for the second payout to be approved or not.
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11 months ago
Thank you for letting me know. When exactly did you submit your second withdrawal request?
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11 months ago
TranslationI requested a withdrawal six days ago, but nothing's happened. The information from live chat is: We're experiencing a high volume of inquiries. We ask for your patience.
Let's see how long it takes.
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11 months ago
Thank you for the update. If you have not received your winnings within 14 days of requesting them, please let me know and we will continue the investigation. Thank you for your patience and cooperation.
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11 months ago
TranslationNow, after 10 days, nothing has happened. When I ask about it, I always get the same answer: "High volume, we've forwarded it to the payout department."
That's not normal.
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11 months ago
TranslationSo, on the 11th day, I received my payout. I don't know why it's taking so long, but at least it's not a fake casino or anything like that.
TO EVERYONE: all you need is patience and you will receive the money.
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11 months ago
Dear 19mazze88,
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,
Veronika Fritz
Casino.Guru
