Bets.io Casino - Player claims that payment has been delayed.

I recently won $50,000 playing Sugar Rush by Pragmatic on Bets.io, and despite their "30-minute payout" promise, I have not been paid—3-4 days and counting.

Being a one-player game from a well-known provider like Pragmatic, there can be no doubts about fraud or cheating.

I know I should probably give them more time, and I would, but they are not willing to tell me clear things or give me deadlines. "As soon as possible" can mean an hour, a day, or 99 years, and that is not acceptable from my point of view after almost 4 days.

I also won some money a few weeks ago and got paid out, but my balance (deposits versus payouts) was pretty balanced at the time. Now they're in the red, and I don't think they're very comfortable with that. I probably would have played them back and lost them if they proved themselves to be fair.

• No verification issues: Their T&Cs say payments are instant unless additional checks are required, but they haven’t asked me for ANY verifications
• Delays without a clear reason: Support keeps giving vague excuses about being "busy" but refuses to provide an exact timeline for my payment.
• Possible liquidity issues: Checking their Etherscan transactions, it seems they lack the funds to cover big wins. If they don’t have the money, that’s their problem, not mine.

Maybe I'm in a hurry and maybe they're a fair casino. But although they communicate constantly and politely, in reality they don't answer any questions, they don't ask for any action from me, and "as soon as possible" after 3 days no longer sounds credible at all.

Dear Alexiss18,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Alexiss18 and Nick,

We regret that this situation has caused concern, and we would like to provide full clarity to ensure transparency for all.

As we prioritize security on our platform, it is important to understand that some request may undergo additional verification checks upon withdrawal.

While we strive to process payouts as quickly as possible, we cannot always provide an exact timeframe, as processing times depend on multiple factors, including workload, security checks and other types of verification. This is why processing of your withdrawal request took more time than expected. For those reasons and to avoid misleading expectations, sometimes we cannot specify exact timeframe for withdrawal processing —some withdrawals are completed within hours, while others may take more time.

However, your payment has already been successfully processed in accordance with our withdrawal limits, so we kindly ask you to update this complaint accordingly. We hope that future transactions will be processed faster

Best regards,

Bets.io Casino

Dear Alexiss18,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Alexiss18,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.