Bety Casino - Player's withdrawal is delayed due to bonus issues.

I have a problem with the withdrawal, I received a no deposit bonus of 25 free spins, I successfully completed and paid out after making a deposit the maximum amount of 177.9trx, after withdrawing the money and deleting the bonus, I made a deposit, after which I started playing with real money without any bonus, I had a win of 2000trx and when I requested a withdrawal, they refused me, explaining that I still have a bonus... that is impossible because I have already withdrawn the maximum amount.

Dear player,

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.

Could you please clarify whether the casino is asking you to complete any additional wagering requirements related to the bonus, or if they are limiting (capping) your winnings based on the bonus terms?

Also, please request your game history in Excel format directly from the casino. Once you receive it, kindly forward it to us via email so we can properly review the case.

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino? 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.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

No, the casino doesn't require kyc verification, I requested game history but they told me it would take a month or two.

????

Dear player, could you please forward to me the communication with the casino regarding the game history, including their response where they said it may take a month or two?

Also, could you kindly send your bonus history from your account?

Additionally, please specify exactly what kind of bonus you received and send us the original bonus offer, including the terms and conditions that were attached to it.

Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I am send screnshot to your email...

???

Dear player, when you made the maximum cashout from the no-deposit bonus, was the remaining balance confiscated, or did it stay in your account?

Also, did you provide the casino with the details they requested in order to send you your game history? Have you received any updates from them regarding that?

I didn't receive any updates, when I withdrew the money I had 0 in my account, I made a deposit and only then requested a withdrawal after the second deposit payment, I spent the first deposit, after the second deposit payment I had a profit and tried to withdraw the money, only then it was confiscated.

Dear player, did you provide the casino with the details they requested in order to send you your game history?

No, they haven't sent it to me yet, call them here to get back to you to explain, that's the best way.

Dear player, I’m asking specifically whether you have provided the casino with the details they requested in order to send you your game history. Could you please also forward me your conversation with them regarding this?

But not send me game histroy

Dear player, I haven’t received any emails from you regarding this matter yet. Could you please forward me your communication with the casino about your game history to [email protected], so I can review it and better understand the situation?

I sent you from another email, a few days ago. I don't have access to it right now. I will leave you here the pictures of the chat and the transaction

Dear player, so far, I have only received a screenshot showing what the casino asked you to provide in order to receive your game history. However, I still haven’t seen any confirmation that you actually sent those requested details to them.

Please kindly forward me the full email conversation showing how you provided the requested information. If you haven’t done so yet, please do it as soon as possible and cooperate fully — otherwise, we won’t be able to move forward with your complaint.

They still haven't sent me the game history by email, I'm still waiting, I sent them everything again.

Hello again they answered my email now but they didn't send me the game history they told me to look at the profile but there are only the last 50 spins. I took some screenshots from my account so you can understand better. Now I will send you pictures of the bonus and the wager done bonus compare the time with the deposit and with the withdrawal and with the payment of the second deposit. And the time of the win 1980trx. So look that 3.4 hours before my win the bonus was wager done

Hello, sending docyment game history on casino Bety. Please chcekd email sender [email protected] please checked email.

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

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

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

Dear Bety 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 Estevan,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email..Regulator states that it will not handle individual disputes between players and operators, but if you want, you can try to contact them using the following link: https://www.gamingcontrolcuracao.org/contact. I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru