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Hello

I have been trying for over 3 months to withdraw the total amount of my money. I say 3 months because that's when these issues started.

I deposited 100 dollars, I fulfilled all the rollover requirements... Then, with the real money, I kept betting and playing roulette. My balance rose to $1922... when I tried to withdraw the money they only paid me $627... their answer was "Please note that we managed to pay you the amount of your deposit, it was a decision from the risk department". A completely nonsensical response. And on chat, they practically made fun of me by responding with emoticons and wishing me luck on my complaint.

With the remaining balance ($1295), I continued betting on roulette and other online casino games and my balance rose to $1522. This was the last balance I tried to withdraw, since March 18 I still can't withdraw.

They don't want to pay me the $1522, meaning... my withdrawal request still has not been processed... And when I send emails, they only know how to respond with this: "please note that your account is under investigation by the Risk Department..."

My account is fully verified, and they have no argument not to pay my fair winnings (from sports betting and online casino play).

I must add that they limited me in sports betting (I couldn't bet more than 2 dollars). But they did and still do allow me to use the casino.

Unfortunately, it only lets me upload 3 files.

Hola

Llevo más de 3 meses intentando retirar el total de mi dinero. Digo 3 meses porque desde esa fecha estoy teniendo estos problemas

Ingresé 100 dólares, cumpli todos los requisitos de su rollover ... luego con el dinero real seguí apostando y jugando a la ruleta. Mi saldo subió a $1922 ... cuando intenté retirar el dinero sólo me pagaron $627 ... su respuesta fue "Tenga en cuenta que logramos pagarle el monto de su depósito, fue una decisión del departamento de riesgos". Una respuesta totalmente sin sentido. Y por chat prácticamente se burlaron de mi respondiendo con emoticons y deseandome suerte en mi reclamo

Con el saldo que quedó ($1295) seguí apostando a la ruleta y otros juegos de casino online y mi saldo subió hasta $1522. Este fue el último saldo que intenté retirar, desde el 18 de marzo sigo sin poder retirar.

Son $1522 los que no me quieren pagar, es decir... mi solicitud de retiro no procesa aún... Y cuando envio correos sólo saben responder esto : "tenga en cuenta que su cuenta está bajo investigación por parte del departamento de Riesgos... "

Mi cuenta está totalmente verificada y no tienen argumento alguno para no querer pagarme mis ganancias justas (por apuestas deportivas y casino online)

Desde ya comentar que me limitaron en las apuestas deportivas (no podia apostar más de 2 dólares) . Pero si me dejaban y me siguen dejando usar el casino.

Lastimosamente sólo me permite cargar 3 archivos

Hello SantiagoMB,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet O Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Since when is your account restricted? How many withdrawals in what sums and since when are they pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

1. My account is fully verified as of January 30, 2024
2. The winnings with bonus money (I put in $100 and they gave me $100) did not exceed $400. After that, since I met all the requirements... those +- 400 dollars became real money. From there I started making more money, but it was already real money.
3. If the restriction refers to the limitation... I don't remember the exact date... since I was not informed via email. I simply realized when I tried to bet and saw that I could only bet a maximum of 2 dollars. But I think that limitation or restriction on my account was at the end of January.
4. Regarding withdrawals, I tried to make many withdrawals but I canceled them when I thought that they suddenly had problems with the amount (Very high), that is why I tried to "make it easier" for them to pay and reduced the amounts but everything was in vain.

4a. The first withdrawal I made was on February 6, 2024, I tried to withdraw $1922, they only paid me $627 (according to them by decision of their risk department).

4b. There were $1295 left in my account, which I tried to withdraw but I couldn't anymore (check point 4). I bet and played the online casino and that money went up to $1,522.

4c. Those $1,522 are what I have been trying to withdraw since March 18, 2024.

5 . My last conversation with the chat was 2 days ago... their response was that "my account was under investigation". This is all they have told me during these months... "your account is under investigation"

They responded to me by email on May 13 telling me this:

"Please note that your account is under investigation by the risk department and as soon as we have an update, we will notify you by email."

"While we understand your eagerness to obtain information, we would like to inform you that we cannot provide a specific time frame for the completion of an investigation."

In a few words, they answered me that they can take years if they want, because there is no specific deadline. And from what I know, that is what many users respond to.

Hola

1. Mi cuenta está completamente verificada desde el 30 de enero del 2024
2. Las ganancias con dinero del bono (ingresé $100 y me dieron $100) no superaron los 400 dólares. Luego de eso, como cumplí con todos los requisitos... esos +- 400 dólares se convirtieron en dinero real. Desde alli comencé a ganar más dinero, pero ya era dinero real.
3. Si la restricción se refiere a la limitación... no recuerdo la fecha exacta... ya que no me informaron via correo electonico. Simplemente me di cuenta al intentar apostar y ver que sólo podia apostar máximo 2 dólares. Pero creo que fue para finales de enero esa limitación o restricción de mi cuenta.
4. Respecto a los retiros, intenté hacer muchos retiros pero los cancelé al pensar que de repente tenian problemas con el monto (Muy elevado), es por eso que intentaba "facilitarles" el pago y reducia los montos pero todo era en vano.

4a. El primer retiro que hice fue el 6 de febrero del 2024, intenté retirar $1922, sólo me pagaron $627 (según ellos por decisión de su departamento de riesgos).

4b. Quedaron en mi cuenta $1295, los cuales intenté retirarlos pero ya no podia (revisar punto 4). Aposté y jugué el casino online y ese dinero subió hasta 1522 dólares.

4c. Esos $1522 son los que estoy intentando retirar desde 18 de marzo del 2024.

5 . Mi última conversación con el chat fue hace 2 dias ... su respuesta fue que "mi cuenta estaba en investigación" . Esto es todo lo que me han dicho durante estos meses ... " su cuenta está en investigación"

Por correo me respondieron el 13 de mayo diciendome esto:

"tenga en cuenta que su cuenta está bajo investigación por parte del departamento de riesgos y tan pronto como tengamos una actualización, se lo notificaremos por correo elec´trónico."

"Si bien entendemos su afa´n por obtener información, nos gustaria informarle que no podemos proporcionar un plazo especifico para la finalización de una investigación"

En pocas pocas palabras, me respondieron que se pueden demorar años si quieren, porque no existe un plazo especifico. Y por lo que se, es lo que le responden a muchos usuarios.

Thank you SantiagoMB for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you SantiagoMB for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask bet O bet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello, thanks for your help. Then you will contact the casino.

Hola, gracias por su ayuda. Entonces ustedes se comunicarán con el casino.

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.

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. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter