Bety Casino - Player believes that their withdrawal has been delayed.

I have played on this casino several times all ready.

I have made a number of successful withdrawals and was all ready verified.

The first time I withdrew I had to upload documents, I was then paid a few hours later.

2 weeks ago I won again and had 2 withdrawals that day, they were both paid within 24h.

Neither of these 2 times were the withdrawal small, they were for several thousand EUR. This time however the amount was a little more. My initial withdrawal was cancelled and I was asked to send in a selfie holding my ID. The first one I sent in was instantly rejected. Then the other one was fine.

Since then the casino has not been able to give me any details as to when the withdrawal was going to be paid. The only thing they told me days later was:

Cashing out may present some challenges compared to depositing money due to various regulatory requirements, fraud prevention measures, risk management considerations, and customer service constraints. As a result, you may encounter additional identification and verification checks, enhanced security measures, and limits on the amount of money that can be withdrawn. Additionally, there may be instances where processing withdrawal requests could experience delays. Thank you for your understanding.

Well I completed the additional checks, and I went threw their terms to see if there were any limits, and yes there were indeed limits of

- Daily limit: 50,000 EUR

- Weekly limit: 350,000 EUR

- Monthly limit: 1,500,000 EUR

None of these are close to what I requested.

I would like your help to have an actual conversation with someone from the casino that can give me answers

Dear player,

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 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 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

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Hello again, it's now been 14 days without any progress whatsoever. Would it be possible to contact the casino to get a discussion going with them?

Dear player,

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.

There is no progress

Chat has given me the same answer

It's as if they're just ignoring my account

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to explicitly ask whether they require any additional documents or action to complete the verification process?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

I sent you an email yesterday and I just forwaded an email they sent me this morning

Dear player, have you received the money?

no I haven't

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi ([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.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bety Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bety Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

The casino cancelled my withdrawals this morning and wrote Under Review as a reason.

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi