Betreels Casino - Player's withdrawal is delayed.

No matter how many times I inquire, the withdrawal is still being reviewed. I'm told to wait for an email, and when I ask when the withdrawal will be made, I'm told I don't know and that they'll send me an update by email. I've been inquiring for a while, but I haven't received a single email. I asked if they intended to pay today, but they didn't answer, just told me to wait for an email, and ended the chat without my consent.

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.

• Do I understand correctly that you have been waiting for this withdrawal since April?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

From what I understand, you have been waiting for this withdrawal since April, is that correct?

→Yes. I'll be waiting from April.

Have you ever had success with a withdrawal?

→No.

Can you confirm that you have passed KYC verification?

→Yes, I checked and the certification was passed.

thank you.

Thank you very much for your reply. Did you accumulate your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) 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.

Dear tanaka,

I am so sorry to hear about your problem with the Betreels Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betreels Casino representative to join this conversation and participate in resolving this complaint.

Dear Betreels Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

Dear Casino Guru Team,

Thank you for reaching out to us regarding this matter.

We have reviewed the details and would like to kindly note that the player has not yet gone through our internal complaints process. As per our procedures, we ask that all customers first contact our dedicated complaints team so that we can investigate and resolve issues directly.

To assist the player, please advise them to submit their complaint via our official complaints email: complaints@instantgamesupport.com. This ensures their case is logged correctly, and is handled in line with our regulatory obligations.

Once the player has submitted their complaint through this channel, our team will be happy to review it thoroughly and provide a fair resolution.

We appreciate your cooperation in guiding the player through the correct process and thank you for helping us ensure complaints are dealt with efficiently and transparently.

Kind regards,

Dear tanaka,

Casino Betreels has joined the conversation and is asking you to submit the complaint directly to them via the email address they provided. Could I kindly ask you to do so?

Additionally, have you received the email you have been expecting from the casino for over a month?

Dear Casino Betreels,

Thank you for your reply and for informing us that you will look into this case more closely once the player submits the complaint via email.

However, I would still like to ask why the player is still waiting for his withdrawal from April. The player has actively reached out to support regarding this matter but has only received relatively vague answers with no additional information.

And to my knowledge, the player was never instructed to submit a complaint via email before.

Best regards,

Igor

Understood.

We will send you an email.

No, I haven't received any contact yet.

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.

Hello everyone,

Betreels Casino has informed us that they are currently experiencing an issue with their account, which is preventing them from replying.

We are working to resolve this issue as soon as possible.

Best regards,

Igor

Dear tanaka,

I have repeatedly tried to contact the Betreels Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at this link. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator in this article.

I am sorry I could not be of more help on this occasion.

Best regards,

Igor