Betovo Casino - Player’s withdrawal is delayed.

Hi,

Since the first time I asked for a withdrawal they have come up with some new excuses for not letting me take out money.

They have admitted that all the verification is ok, but the latest issue now is that I need to give them an Iban for an Euro-account. This is of course nonsense, since an Iban is not link to a currency. When I did the registration, I gave them the Iban to my NOK-account. Since I live in Norway, we have accounts in Norwegian Kroner (NOK).

I did choose Euro as my gaming currency when I registrated, and they now try to take advantage of that.

I've asked them to close down my Betovo-account, and pay out my money, but it seems that they always try to stalling for time.

I really hope you can help me out with this.

Thank you in advance.

Best Regards,

Arne Johan

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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.

• Does your bank offer accounts or sub-accounts in the EUR currency?
• How did the casino justify the requirement to provide them with an IBAN of an account in EUR?
• Could you please share with me your communication with the casino regarding the issue? 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

Dear Cabinas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Cabinas. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hi,

I´ve been away for a while, but now I'm ready to answer your questions.

My bank offers EUR accounts yes.

It doesn¨t say anything about EUR Iban in the Casinos requirements. But I think the Casino says it because I¨´´¨` have deposit EUR to my betting account. Of Course this is withdrawn in Norwegian Kroner from my bank account, like always if you buy something from abroad in another Currency.

The only answer I get is that I need an IBAN from a EUR account.

Best Regards,

Cabinas

Thanks for the explanation.

• Could you please share with me your communication with the casino regarding the issue as evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I apologize for the inconvenience.

Here is their latest response on my request of cancelling my account and pay out my money.

"Dear Arne,

Thank you for your response.

To proceed with your withdrawal, we must comply with strict regulatory requirements, including Anti-Money Laundering (AML) and Know Your Customer (KYC) protocols. These measures are in place to ensure the security and compliance of all transactions.

As part of these requirements, we can only process withdrawals to a valid EUR-IBAN, and we kindly ask that you provide the necessary documentation to meet these regulations. Without this, we are unable to process your withdrawal.

Our support team is here to assist you with any questions or concerns you may have.

Thank you for your cooperation, and we look forward to resolving this for you.

Best regards,

Betovo Support Team "

Dear Cabinas,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Cabinas,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Betovo Casino to join this conversation and assist in addressing the complaint.

Dear Betovo Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello,  

Thank you for reaching out. 

We would like to inform you that the case is currently under review. Please be assured that we take all player concerns seriously and are carefully examining the details.

We appreciate your patience during this process. An update will be provided as soon as the review is completed.

Best regards,  

Betovo Team

Dear Betovo Team,

Thank you for your update.

We appreciate you taking the time to review the case carefully and look forward to receiving your update once the review is completed.

Hello,

Thank you for the opportunity to provide a response regarding this matter.

After thoroughly reviewing the customer’s account, we would like to emphasize that our actions are guided by our commitment to customer satisfaction and maintaining a fair and secure gaming environment. With that in mind, we would like to offer the following solutions, Cabinas:

As previously stated, you may withdraw your funds via bank transfer; however, a valid EUR IBAN is required. This is necessary to ensure the security of your funds and to allow the withdrawal to be processed and delivered to your account as quickly as possible once the review is completed.

Alternatively, you may withdraw using MiFinity. If you choose this method, please be aware that your MiFinity account must be verified prior to withdrawal.

In both cases, additional account verification will be required to ensure the safety and security of your funds.

Please inform us which option you would prefer, and we will guide you through the next steps. Once the verification process has been successfully completed, you will be able to withdraw your funds according to the daily withdrawal limit shown in your account (600 EUR).

We hope this message clarifies the situation. We look forward to resolving this matter as soon as possible.

Best regards,

Betovo Team

Hi,

Thank you for responding.

I don't use MiFinity, so that is not an option for me.

Therefore I will proceed with Bank Transfer.

How should we do this as agile as possible ?

Best Regards,

Cabinas

Dear Betovo Casino,

We kindly ask you to advise on the next steps required to proceed with the withdrawal of the funds via bank transfer.

We look forward to your response.

Hello,

Thank you for your swift replies.

Cabinas, we encourage you to upload a Proof of EUR IBAN to your account. You may also get in touch with our 24/7 support team for any additional details or to prioritize this matter, including requesting a faster review of the document.

Once the document is accepted, you will be able to submit a withdrawal request with a limit of EUR 600 per day. After submission, our relevant team will proceed with the review.

Thank you in advance.

Best regards,

Betovo Team

Dear Cabinas,

Did you manage to provide the casino with proof of ownership of the bank account?

We look forward to your response.

Hello,

Now I've uploaded an account statement of my EUR account which include an IBAN, and

also requested a withdrawal of € 600.

Best Regards,

Cabinas

Dear Cabinas,

Thank you for your response and for your continued cooperation.

Could you please provide us with an update on the situation? Specifically, have you received the funds from the casino?

We look forward to your response.

Dear Cabinas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi,

I still haven't received any funds.

Best regards,

Cabinas

Dear Betovo Casino,

We hope you are well.

Could you please clarify the reason why the player’s withdrawal has not yet been processed? We would appreciate any details you can provide regarding the current status of the payment.

We look forward to your response.

Hello,

Unfortunately, the IBAN provided is not suitable for withdrawals, and we have not yet received another usable IBAN along with the relevant supporting documents that meet the required criteria.

We kindly request that you provide a valid Norwegian IBAN (starting with 'NO') with currency in EUR, along with supporting proof. If available, you may use a Revolut account for this purpose. Please note that these instructions were also shared via email, but we have not yet received a response.

Once you are able to provide a suitable proof of IBAN, please contact us via Live Chat so that we can prioritize this process for you.

After the document is accepted, you will be able to submit a withdrawal request within the daily limit of EUR 600.

Thank you for your cooperation and understanding.

Best Regards,

Betovo Team

Hello,

I've uploaded a Valid Norwegian IBAN starting with 'NO' with currency in EUR.

This one was rejected by the casino. I haven't got any reason.

Now I've uploaded a Revolut EUR-account and asked for a withdrawal of € 600 to that account.

Best regards,

Cabinas

Dear Betovo Casino,

Could you please state whether you were able to withdraw the funds to the provided bank account?

We look forward to your response.

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

Dear Cabinas,

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,

Stefan