The player from Germany is experiencing difficulties withdrawing €1300 from Betovo, despite being verified and providing new proof of deposit. He has previously filed a complaint regarding the same platform and is seeking assistance once again to resolve the issue.
Betovo Casino - Player's withdrawal is delayed.
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Current status
Waiting for player to reply
2d 0h 34m 32s
Betovo Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
I've already filed a complaint here about the same platform, and I'm having the same problem again. Betovo won't pay out my money even though I'm still verified from back then and have already uploaded new proof of deposit to their site. First, I redacted some information, and then, after they asked me to, I uploaded it unredacted, so everything was visible on the bank statement. I currently have €1300 in my Betovo account (NOT a bonus) that I can't withdraw. Since I finally had success with this last time, I'm asking for your help again. I've attached everything I think is necessary. Thanks in advance for your help! I already said back then that this was the last time I'd use Betovo, and I really mean it once this case is resolved.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you received any response from the casino regarding the unedited bank statement that you sent after your previous statement was rejected?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- Has the casino requested any additional documents from you in the meantime?
- When was the last time the casino communicated with you regarding the additional verification requests or the delay in processing your payment?
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
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3 weeks ago
TranslationHello, thank you for the reply.
No, I haven't received a new response to the uncensored bank statement; at least I don't see an email or anything else.
I only place sports bets, specifically football bets. I will attach the exact match details, stakes, and winnings.
No further documents were requested, except for the receipt for the €150 deposit, but I already sent that and it wasn't sufficient because it was censored. They didn't respond after receiving the original document.
I received the last email from Betovo on August 6, 2026, and it contained the following:
Hello
We hope this email reaches you safely.
For security reasons, we ask that you provide the original document, not an edited version. Once you have uploaded it, we can proceed with the verification process.
Thank you for your understanding and cooperation!
Best regards,
Betovo Casino Support Team
That was the last message I received from them. On August 27, 2026, I requested another withdrawal of €1000. This was cancelled after approximately three days, and I didn't even receive a message explaining why the withdrawal failed.
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3 weeks ago
TranslationI've now accumulated a balance of €3127 on Betovo. However, I'd also like to be able to withdraw some of my money.
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2 weeks ago
Dear zhannez
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, Jana (jana.k@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,
Veronika
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2 weeks ago
Dear Zhannez,
My name is Jana, and I will be here to assist you in addressing your complaint. I sincerely apologize for the inconvenience caused by the delay in processing your withdrawal. Please be assured that I will reach out to the casino and do everything I can to resolve this matter promptly.
I would also like to invite a representative from Betovo Casino to join this discussion to facilitate the resolution of your complaint.
Dear Casino, could you kindly provide the reason for the delay in processing the player's withdrawal?
Thank you very much for your assistance with this matter.
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1 week ago
Hello,
Thank you for giving us the opportunity to clarify the matter.
We would like to highlight a few relevant details regarding the account. The customer’s account has been successfully verified since 13 August, and, based on the applicable VIP level, the maximum withdrawal amount permitted is EUR 600 per day.
The most recent withdrawal requests were declined because they exceeded the applicable daily withdrawal limit, with requests of EUR 1,000 being submitted.
We kindly ask the customer to submit new withdrawal requests in accordance with the applicable daily limit of EUR 600. Once submitted, the requests will be reviewed accordingly.
Best regards,
Betovo Team
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1 week ago
TranslationOkay, I've requested another withdrawal of €600. Since that usually takes a good three days, I'm wondering if I can request another withdrawal tomorrow to speed up the process, or do I have to wait the full three days until the payment is credited to my account?
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1 week ago
Dear Zhannez,
I trust this message finds you in good spirits. I would like to kindly request that you initiate a withdrawal of 600 euros and to remain patient as the funds are processed and transferred to your account. Additionally, I would appreciate it if you could inform us once the funds have successfully reached your bank account. Your continued support and cooperation are greatly valued.
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5 days ago
Dear zhannez,
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.
