Bets.io Casino - Pelaajan kotiutus on viivästynyt.

Hello, the casino refuses to pay me. I've been trying to withdraw my money for a month now, and it keeps getting rejected. My KYC verification is complete, and they're still rejecting my withdrawal. They asked me for a selfie with a piece of paper, which I submitted, but now I don't understand why they won't pay me. I need your help, please.

Hola, el casino no me quiere pagar, llevo 1 mes intentando retirar mi dinero y sale rechazado, tengo el proceso de KYC aprobado y aun asi me lo rechazan, me pidieron selfie con una hoja y lo pase, ahora no entiendo por que no me quieren pagar, necesito ayuda de uds por favor

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear carloscazzely1,

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 from the casino in the past?
• Was your selfie accepted and approved?
• Have you accumulated your winnings with the help of a bonus?
• Is your player's account accessible to you? Can you log in?
• When was the last time you received an update from the casino regarding the verification of your account or the delayed payout?
• Could you please share with me your recent communication with the casino regading the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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,

Tomas

Dear carloscazzely1,

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,
Tomas
Casino.Guru