Betovo Casino - Player's withdrawal is delayed even if the account is verified.

Hello.

I have been trying to withdraw money since Sunday without success.

I fully verified my account, which was confirmed to me on live chat.

then my withdrawal was canceled.

I was told to make a deposit, which I did, and verify my deposit and account. I sent the documents and it was confirmed positively via online chat.

I have a fully verified account and possible money to withdraw.

I asked many times how long I should wait, each time the answer was generated that the payment department is already dealing with my withdrawal and still nothing.

in a moment it is the weekend and I need money. this is not fair. I did everything according to the recommendations and I have everything verified. however, the withdrawal is not carried out in accordance with the regulations.

please help me withdraw my funds quickly.

72 hours have passed and live chat keeps replying the same thing that the payment department will check it as soon as possible. I've been hearing this for 3 days. The time according to the regulations has passed and I can't withdraw money. I have chat records as well as emails about positive verifications and replying the same thing every time.

There are bots working in the chat and no one is able to help me.

Dear Simon1948,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with your withdrawal process.

To better understand the situation and assist you further, could you please provide some additional information:

• Could you confirm whether your winnings were accumulated with a bonus? If so, was it a free bonus?
• Could you kindly forward any relevant communication, such as chat records or emails regarding the verification and withdrawal process, to petronela.k@casino.guru?
• Have you been provided with any specific reason or additional requirement from the payment department regarding the delay?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

of course I played for real money. If it was bonus money, it would not be possible to order a withdrawal. I was informed 3 times that my account is fully verified, which you have in the live chat records. The regulations provide for the processing of withdrawals within 72 hours (3 days). Yesterday, after 6 days, my withdrawal was canceled again. Despite the verified account, they expected a selfie photo with a visible ID and the elbow of the hand holding it. Practically impossible to take a photo. But I managed to take it, which they confirmed on live chat that my account is fully verified for the 4th time. I ordered a withdrawal again and I will probably have to wait another week, after which they will expect a photo with my knee visible this time? or a photo of my dog? I heard yesterday on live chat, which you have on your email in the chat record, that my withdrawal is of course processed as a priority by the payment department. Which is of course not true. I believe that it is not possible to withdraw money from this casino and I do not recommend it to anyone. I have played with many providers. The verification and withdrawal process usually takes one or two business days.

Hi Simon1948,

Thank you for your update and for providing the detailed information.

We understand your frustration with the ongoing delays, and we appreciate the efforts you've made to comply with the casino's verification requirements.

We will allow the casino a bit more time to process your withdrawal following the selfie approval. If no significant progress is made, we will step in to help address the issue more directly.

Please rest assured that we are here to assist. If there are any further delays or if the payment is not processed in the coming days, we'll intervene to ensure a fair resolution.

Thank you for your patience, and we hope the issue will be resolved promptly.

selfie accepted 31.03 and then I ordered a withdrawal again. then they also confirmed full verification of the account once again. to the email petronela.k@casino.guru I sent new conversations with live chat and a screen of the withdrawal processing with the date. time according to the regulations they had 72 hours and 6 days have passed again and no reaction and the chat bots reply all the time the same, that the payment department processes my withdrawal as a priority and urgently. this is the first time I have encountered such a scam. I have played with many providers where the verification and withdrawal processes last a maximum of one day.

Thank you very much, Simon1948, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Simon1948,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betovo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello,

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

We recognize that timely access to your winnings is a fundamental aspect of your experience, and we are dedicated to managing such matters with the highest level of care and professionalism.

Upon further review, it has been confirmed that the most recent withdrawal of 280 EUR was approved by our team on April 7th. The winnings should already be on their way to your banking account or even in the banking account. Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.

We believe these actions demonstrate our dedication and openness to a user-friendly experience.

Thank you for your understanding and cooperation.

Best regards,

Betovo Support Team

Dear Simon1948,

could you please confirm when you will receive your funds?

Dear Simon1948,

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,
Jana
Casino.Guru