BetterWin Casino - Player's withdrawal is delayed.

Hello, I made a crypto withdrawal of $140 USD more than 4 business days ago, and I still haven’t received the money. Support is ignoring me and only sending automated responses. My account has completed KYC verification.

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.

Hello,

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 be 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 the 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 within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Dear marina14,

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.

Dear Casino Guru,

Thank you for opening this complaint.

After the checks in our internal systems, we can confirm that user's withdrawal has been regularly paid out on 13th of September.

We would like to ask the user to confirm if the withdrawal transaction has been received.

Thanks in advance for the reply.

Best regards,

BetterWin Casino

Dear BetterWin Casino representative,

Thank you for reaching out and providing information regarding the status of the player's withdrawal request.

Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.

Without that confirmation, we’re closing the case as rejected for now.

If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.

Best regards

Veronika