The player from Germany had successfully completed the verification process multiple times, but faced issues with withdrawing his winnings of €2,500. Despite uploading several documents, he continued to receive requests for additional documentation, and his withdrawal attempts resulted in the funds returning to his player account. After further communication, the player was informed that his withdrawal request was subject to a limit based on his VIP level, leading to frustration over the process. Ultimately, the player decided to mark the complaint as resolved, indicating satisfaction with the outcome.
Betovo Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €2,500
Betovo Casino
Safety Index 8.3 HighCase summary
Discussion
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11 months ago
Translation
Hello, I deposited money from Commerzbank and placed sports bets without a bonus. The winnings were €2,500. I've successfully completed the verification process several times and sent all documents, including bank statements for my deposits and proof of address. In the chat, I keep getting the message "I need to upload documents," even though I've already uploaded seven documents. This whole process has been dragging on for almost a week, and the money I withdraw keeps landing back in my player account!
Automatic translation:
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11 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betovo Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Was this your only deposit in the casino?
- Could you please share with me your communication with the verification requirements that the casino asked of you?
- Have you provided the documents in the correct format? Which documents were accepted and which were requested multiple times?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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11 months ago
TranslationA week has now passed, and the first step of address verification is supposedly complete. Now the bank documents are being reviewed. They told me in the chat that I can only withdraw a maximum of 700 per day once the verification is complete, and it can take up to 72 hours before I receive an email. So I had to cancel the entire withdrawal amount and withdraw 700 first. Now I'm waiting for a response and the first money.
This is not fair play after spending hours in chat and uploading about 14 documents.
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11 months ago
TranslationToday, someone in the chat told me that 700 was rejected because of my VIP level. I'm supposed to cancel the withdrawal and pay out 600, so another three days are gone. Yesterday, they told me 700 per day. I feel truly cheated and can only warn everyone against investing money here. I'll keep you updated on whether this gang even pays out!
Automatic translation:
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10 months ago
Thanks for the updates and for providing the information via email.
Has the casino processed any of your payouts since the complaint began?
Please let me know.
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10 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear angelwarriorace,
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,
Tomas
