The player from Germany had been trying to withdraw his winnings from Betovo for 7 weeks but had only received a small part. Despite being a VIP Level 2 member with set withdrawal limits, he faced delays as his requests were pending or canceled, leading him to feel unfairly treated. After multiple communications regarding the slow processing of his withdrawals, the casino confirmed that his requests had been successfully processed, and he had received his full payouts. The issue was marked as resolved by the Complaints Team, who facilitated the communication between the player and the casino.
Betovo Casino - Player's withdrawals are delayed and canceled.
Resolved
Our verdict
Case closed
Amount: €17,200
Betovo Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Dear BoehserOnkel,
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.
- Could you please clarify when exactly you received the last successful withdrawal?
- Do you currently have any pending withdrawals?
- Which payment method do you use to withdraw your winnings?
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
5 months ago
Translation
My last successful withdrawal was requested on June 11th and processed on June 23rd.
I immediately requested a new payout on June 23rd, but it is still pending.
I withdraw via Crypto USDT.
Thanks for your help
Automatic translation:
Public
Public
5 months ago
Translation
On June 30, the pending withdrawal of €700 was processed. I requested a new one, and it's now pending for another four days.
I don't need to request more than one withdrawal because only one withdrawal is processed and all other pending withdrawals are always canceled.
With a bit of luck, Betovo will pay out an average of one payout per week. However, the weekly and monthly limits for my VIP level state that I should receive €3,500 per week (5 payouts of €700 each) or €14,000 per month (20 payouts of €700 each).
Please help me ensure that Betovo adheres to the applicable limits.
Automatic translation:
Public
Public
5 months ago
Thank you for your reply, BoehserOnkel. Could you please post a screenshot of your withdrawal history here in this thread?
Also, have you tried contacting the casino regarding 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.
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Here's my most recent live chat history. Betovo's system is set up to only show transactions from the last 7 days. Therefore, only the pending withdrawal is visible.
Here is my email history of payouts.
The last payouts were processed on June 11, 23, and 30.
This is significantly slower than the limits should allow.
Automatic translation:
Public
Public
5 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
5 months ago
Hello!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Betovo Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
4 months ago
Translation
Unfortunately, nothing has changed so far.
Automatic translation:
Public
Public
4 months ago
Hello,
Thank you for giving us the opportunity to address this matter.
We’re pleased to inform you that your latest withdrawal request has been successfully processed and should reach your account shortly.
We value your cooperation and your patience throughout this process. Your feedback has been taken into consideration, and while we always aim to process withdrawals within the standard timeframe, we strive to handle requests as promptly and efficiently as we can.
Should you need any further assistance, please do not hesitate to contact us via Live Chat or Email. We are committed to providing the best experience to our customers and continuously improving our services.
Best regards,
Betovo Team
Public
Public
4 months ago
Translation
Hello. A withdrawal of €700 has been processed. I received four withdrawals of €700 each this month, for a total of €2,800.
Unfortunately, that's much less than the stated limits should allow me to achieve. I hope things will move faster now and I can reach the weekly limits of €3,500 and €14,000 per month.
Automatic translation:
Public
Public
4 months ago
Translation
I now have 3 outstanding withdrawals of €700 each.
I hope that this time all of them will be processed and not just one payout and the rest canceled like has been the case the whole time.
Automatic translation:
Public
Public
4 months ago
Betovo Casino, can you please explain why cannot the player withdraw according to limits in place?
Public
Public
4 months ago
Hello,
We understand that timely access to winnings is a matter of great importance to our customers, and we are committed to processing withdrawal requests as efficiently as possible.
Please note that any pending requests will be reviewed during the upcoming business days. Our team is fully available to assist you throughout this process. Withdrawal requests are typically reviewed within 72 business hours, and the applicable daily limits are calculated based on the time of approval. We are continuously working to shorten this timeframe to enhance your experience.
Our team remains at your disposal via live chat or email should you require any assistance.
We trust that these measures reflect our ongoing commitment to providing a transparent and user-focused experience.
Best regards,
Betovo Team
Public
Public
4 months ago
Translation
Hello, in the last 7 days Betovo has paid out 3x 700€.
I currently have €8,800 in credit + 3x €700 in payout.
Normally, I should get my entire payout this month if Betovo adheres to their own terms and conditions, which state a €14,000 monthly limit for my VIP level.
I hope Betovo sticks to this, because so far withdrawals are still being processed slower than they should be.
Automatic translation:
Public
Public
4 months ago
I am setting the timer for 14 more days. After it expires we will inquire if there will have been any further progress on player's withdrawals.
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Hello Pavel, unfortunately I have to inform you that Betovo is still trying everything to avoid my withdrawals.
This morning, all my pending withdrawals since August 8th were canceled.
I asked the reason in live chat and was told that my proof of address was now more than 90 days old and I needed to upload a new one before I could withdraw. They were simply looking for a new way to reject my withdrawals. I already uploaded the new proof of address and it was accepted, but I have to start requesting withdrawals all over again after they've been pending for 8 days.
I would like to point out again that according to the terms and conditions, the withdrawal limit for my VIP level is €3,500 per week and €14,000 per month.
Betovo has only paid out €4,200 so far this month. I still have a balance of €8,800 and expect full payment of my remaining balance by the end of the month.
I have been trying to withdraw my original €20,000 winnings since May 13th and as you can see, within 3 months only €12,000 has been paid out due to all sorts of delays.
Edited
Automatic translation:
Public
Public
3 months ago
Hello,
Thank you for giving us the opportunity to clarify this matter further.
Please note that the Verification Process is an ongoing process designed to maintain the highest level of security for all our customers. As stated in Section 5.10 of Terms and Conditions, the Company reserves the right to verify the data provided by a player in its sole discretion, including, but not limited to, requesting supporting documents.
In line with this, Section 5.7(b) specifies that proof of address (such as a Utility Bill, Bank Statement, Landline Bill, etc.) must be no older than 3 months. Therefore, to be accepted as valid proof of address, the document must be issued within the last 90 days.
We are pleased to confirm that your account has now been successfully verified, and your recent withdrawal requests have been approved accordingly. Rest assured, any future withdrawal requests will be reviewed and processed within the applicable timeframes.
We trust this provides clarity, and we remain available should you need any further assistance.
Best Regards,
Betovo Team
Public
Public
3 months ago
Translation
Hello, however, this doesn't justify why I've only received €12,000 of my €20,000 winnings since I started withdrawing on May 13th (three months ago). Of that, €4,900 was paid out this month, and everything indicates that I won't reach the monthly limit of €14,000 again this month. I still have €8,100 in my account balance, and it looks like I'll have to wait another two months until I finally receive it. The limit information in the terms and conditions doesn't reflect the truth.
Automatic translation:
Public
Public
3 months ago
Translation
In the entire last week, Betovo only paid out one withdrawal of €700 with a weekly limit of €3500.
Casino Guru, perhaps you can adjust your stated limits based on my experience or the casino's rating, as Betovo never adheres to the applicable limits and they are merely listed in their terms and conditions as an embellishment of reality.
Under normal circumstances, I should have received all my money long ago, but instead, I'm still waiting for €8,100 in credit after 3 months...
Automatic translation:
Public
Public
3 months ago
Dear Betovo Casino, could you, please, explain why are these withdrawal limits not applied in reality? s the player mentioned, we indeed can adjust those in our review unless the casino provides a reasonable explanation.
Public
Public
3 months ago
Translation
Hello, another update from me.
Today is August 29th, and only €7,000 has been paid out this month, which is only half of the monthly limit of €14,000.
Automatic translation:
Public
Public
3 months ago
Hello there,
Thank you for giving us the opportunity to clarify this matter.
We’re pleased to confirm that your withdrawal requests have been successfully processed this week, in line with the weekly limits applicable to your VIP level. Please note that these limits represent the maximum amounts that can be processed.
Rest assured that your pending withdrawals will be reviewed and handled within the standard timeframes.
We truly appreciate your patience and cooperation throughout this process.
Best regards,
Betovo Team
Public
Public
3 months ago
Translation
Hello, I can confirm that Betovo paid out €3,500 for the very first time last week, as per the limit.
However, for the entire month it was only €8,400, unfortunately far from the €14,000 stated.
I now have €2,500 in credit + 3x €700 in payout.
If things continue like this, it should be over within the next 14 days.
Automatic translation:
Public
Public
3 months ago
Translation
Hello, Betovo has paid out everything and has now blocked my account.
Thank you, Casino Guru, for your help. Without it, I would have been months away from cashing out.
Automatic translation:
Public
Public
3 months ago
Dear BoehserOnkel,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Pavel Kaczynski
Casino.Guru
