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Submitted withdrawal on 14/06/2023. Received email on 13/07/2033 today payment would be paid this week 17/07/23 - 21/07/23. Low and behold it's not been done. Chat system is a joke cannot provide any info. You will be very lucky to get a reply back form email. I have now been told this is gonna take even longer but they cannot rell me when this will be done.

Dear trevor5889, 

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 made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Good Afternoon

I have had an email dating the 13/7/23 to state that the payment would be made this week. After not being done they have now said its just going to take longer and apologise and that's it.

All KYC completed and verified

Played with bonus and met requirements

They are blaming a CHANGE OF PROVIDER for the delay and do not know when it will be done.

I submitted the withdrawal on 14/06/23 that's 8 week's ago.

Thanks for the help

Please forward the relevant emails from the casino to veronika.l@casino.guru.

Good Morning

Thaks for the reply I have sent an email with an attachment.

I have been in contact today and they are now telling me it cannot be done due to a technical error, where as the last 8 weeks its been a provider issue.

Good Afternoon

Had a reply by email last night. After telling me that the payment would be made last week they are now telling m

Thank you very much, trevor5889, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks Veronkia for your time taken regarding this

Hello trevor5889,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bet Neto Casino to join the conversation.

Dear Bet Neto Casino,

Can you please provide information regarding the long delay of the player's withdrawal?

Thanks for the reply. I will be amazed if they get back to you or even provide an answer.

Many Thanks

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 trevor5889,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal