The player from Germany received confirmation from the support team that his account had been fully verified, allowing for withdrawals. However, his withdrawal request was rejected again, with another document being requested. After ongoing communication regarding the delays and requirements, his funds were eventually received. The issue was marked as resolved by the Complaints Team.
Betovo Casino - Player’s withdrawal is delayed due to additional document requests.
Resolved
Our verdict
Case closed
Amount: €700
Betovo Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Although I received an email from the support team that my account was fully verified and I could make withdrawals, my withdrawal was rejected again and another document was requested
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6 months ago
Dear Pipo-1965,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Betovo Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please provide the exact date of your registration at this casino?
- Could you please specify which additional documents, if any, you were asked to provide? Also, kindly confirm whether those documents have been submitted to the casino.
- Have your funds returned back to your player's account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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6 months ago
Translation
Now they asked for a selfie, and my elbow was completely visible with my ID. Yes, the money would be credited back to my player account. However, I received an email immediately stating that my account was fully verified and I could withdraw. The withdrawal was rejected, and this selfie was requested. Now I've submitted another withdrawal request.
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6 months ago
Translation
The payment has been pending since May 22nd, and I keep getting the same message. It may take a while.
Account now fully verified, let's see what happens.
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6 months ago
Dear Pipo-1965,
Thank you for your messages. I apologize for the delayed response. I was on sick leave and unable to reply.
Is there any new development regarding your case, please? Is your withdrawal request still pending?
Looking forward to your reply,
Katarina
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6 months ago
Translation
Although initially it was said to be 72 hours, nine days have now passed, and the payout is apparently still being reviewed. I then pointed out to the betting provider that their terms and conditions state that payouts will be made within seven days at the latest. As of today, nothing has been said yet.
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6 months ago
Dear Pipo-1965,
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,
Katarina
Casino.Guru
