The player from Germany faced ongoing issues with withdrawals at the casino, having requested a withdrawal four months prior. Despite his account being verified, his requests for amounts including €991 were repeatedly canceled without explanation, and the support provided was inadequate. After escalating the complaint, the player successfully completed the necessary verification process and ultimately received his payouts of €600 and €391. The complaint was marked as resolved, and the player was advised to reach out for assistance in the future if needed.
Betovo Casino - Player's withdrawals are consistently delayed.
Resolved
Our verdict
Case closed
Amount: €991
Betovo Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I've been having problems with withdrawals since June. It takes forever to get verified, even though my account is already verified. Despite this, not a single withdrawal has gone through since June, whether it's €100, €200, €500, or, as now, the €991 I'm requesting. After about three days, the withdrawal is always canceled without explanation. Previously, they would give a reason, like missing documents or something similar. Now, they don't even mention that anymore. I feel completely scammed by this site. Their support consists of automated responses and bots.
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2 months 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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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Do you currently have any pending withdrawals? If so, when did you request them?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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2 months ago
Translation
Hello, I made my first deposit there in June and played with a bonus. However, I couldn't withdraw the bonus because it first had to be wagered a certain number of times. So I deleted the bonus and only wanted to withdraw what was left over, without the bonus. I haven't had a single successful withdrawal.
I requested another withdrawal of €991 yesterday, and it's still pending. I'm contacting you because your support is terrible and withdrawals keep getting canceled.
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2 months ago
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Or rather, incorrect. Yesterday, I requested a withdrawal of €600 because I read that the limit is €600 per day, but I don't know if that's true. As I said, I've tried withdrawals of €100 or €200 in the past, but that didn't work either.
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2 months ago
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I received another email yesterday stating that my payout was rejected. See attachment.
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2 months ago
Thank you for your reply, zhannez. Could you please post a screenshot of your withdrawal history here in this thread?
When was the last time you attempted to contact the casino about this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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2 months ago
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Unfortunately, I cannot access the transactions
For whatever reason, I can only see a few days' worth of data. Specifically, from October 29th until now. I'll have to check if I still have a screenshot of previous payouts, but there were probably about 10 of them.Automatic translation:
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2 months ago
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That's everything I photographed or screenshotted with my mobile phone regarding the payouts.
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1 month 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, Mirka ([email protected]). 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,
Kristina
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1 month ago
Translation
I just requested another payout of €991. But it will probably be rejected again.
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1 month ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betovo Casino representative to join this conversation.
Dear Betovo Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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1 month ago
Hello,
Thank you for giving us the opportunity to clarify this matter further.
Please note that the customer’s withdrawal could not be processed due to incomplete account verification. We kindly ask the customer to check their email inbox for further instructions regarding the verification process.
Additionally, please be aware that daily withdrawal limits are applied based on the customer’s VIP level, which in this case is €600 per day. Should any issues arise, our team is available via Live Chat and will be happy to assist.
We appreciate your understanding and cooperation during this process!
Best Regards,
Betovo Team
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1 month ago
Dear player,
Have you been able to make progress in your verification process?
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1 month ago
Translation
Yesterday, as requested, I uploaded proof of my IBAN again and then, as instructed in the Betovo email, immediately contacted live chat. They told me they would apparently forward it to the team right away. I've now submitted another withdrawal request for €600 and am finally waiting for it to go through. If it does, I'll still have €391 to pay.
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1 month ago
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Hi, yes, I've received both payouts now. First the €600 and then the €391. Thank you so much for helping me. It's awful that it takes so long to get a payout from Betovo. Like I said, I've been waiting since June... And without you, I probably wouldn't have gotten anywhere, haha. I'm not playing through that site anymore!
Best regards 🙂
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1 month ago
Dear zhannez,
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,
Mirka Dubasova
Casino.Guru
