Betty Wins Casino - Player's withdrawal is denied due to account issue.

went to withdraw . met all requirements of free chip or spins. put in for kyc, casino said i have multiple accounts. i do not. only had 1 . i had a second one before winnings because couldn’t get into account . i emailed bettywins prior to winning after got back in. as per there requirements messaged them and asked to delete. there are no other accounts . denied my withdraw. have screen shots of winnings and what few responses i got. i was never notified of anything till i got on and complained . also once locked out no way to contact them at first .

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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 contacted the casino customer support prior to opening your second account?
• Did you register with the same, correct personal information?
• To clarify, did you lose access to your account after submitting the documents for the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

new to online casinos. and no i did not contact them before second account . i did after realized could only have one account and i emailed them immediately as per there online instructions. it was few days later i won and turned in kyc that this happened . and yes the same personal info. in email they said winnings are forfeited and said i can still access through different email . but it’s not mine or even one i recognize . but refuse to talk, answer questions about or anything . just after every question it’s one account only answer. doubt they will honor there winnings . from online reviews i see this is quite common they do . but still i wanted to put it out for everyone . feel scammed by them . not a good experience . lesson learned . customer service is downright rude . and would not answer any questions . but no doubt in my mind this place wouldn’t pay no matter what . which is how i found you all. i’ll read reviews next time before do online gaming

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear drkeys908,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru