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I made a deposit of 1,210,000 ARS on July 19, 2026, using the cryptocurrency BNB, unaware that the site only offered casino games, not sports betting, which I wasn't interested in. Therefore, I tried to withdraw the money quickly (accepting a 10% fee for not wagering the deposited funds). Initially, they wouldn't let me because they hadn't verified my documents; it took many days before they did. After that, I tried to withdraw through Mercado Pago, but after many days, it was denied because supposedly it had to be with the same method I used for the deposit. I tried again to withdraw using BNB (the cryptocurrency I had used for the deposit and which I was told I should use for the withdrawal), but it was denied again without explanation. In total, it's been over 45 days since I've been trying to withdraw, and I haven't been able to. Every time I ask a question, they take many days to reply with the excuse that they have a high volume of withdrawal requests.

Yo realice un depósito el 19/7/26 de 1210000 ARS a través de la criptomoneda BNB sin saber que la página no contaba con apuestas deportivas, solo con juegos de casino , cosa que no me interesa, por lo que intenté retirar el dinero rápidamente ( aceptando una comisión del 10 % por no haber apostado el dinero depositado ). En un comienzo no me permitían hacerlo por qué no habían verificado los documentos, tardaron muchísimos días hasta que lo hicieron. Luego de eso intenté hacer el retiro a través de mercado pago pero después de muchos días me lo denegaron porque supuestamente tenía que ser con el mismo método con que realice el depósito, volví a intentar a hacer el retiro ahora a través del la cripto BNB ( con la que había hecho el depósito y me habían dicho que debía hacer el retiro ) pero me lo volvieron a denegar ahora sin una explicación. En total ya van más de 45 días en que quiero realizar el retiro y no puedo y ante cada pregunta que hago siempre tardan muchos días en contestar con la excusa de que tienen un alto caudal de solicitudes de retiro

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of the side menu you see on the casino’s website? We can see that a sports betting section is available at this casino, so we would like to clarify what is displayed on your end.
• Have you placed any bets or played any games at this casino using the deposited funds?
• Have you contacted customer support to ask whether you can withdraw your deposited funds without any gameplay, possibly after a fee is deducted?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

I've attached a screenshot of the menu, which shows there's no sports betting section. Apparently, it's available in other countries, but not in Argentina. Regarding the other questions, no, I didn't use the deposited funds in any way, and yes, I contacted customer service countless times, always receiving vague and very slow responses.

Adjunto la imagen del menú, donde se ve que no hay sección de apuestas deportivas, al parecer en otros países sí están disponibles pero en Argentina no. En cuanto a las otras preguntas, no , no utilice los fondos depositados de ninguna forma y si, me contacté infinidad de veces con servicio de atención al cliente recibiendo siempre respuestas pocos precisas y muy dilatadas en el tiempo.

Hello, I'd like to know if I should try making the withdrawal again or wait for some kind of response.

Hola, quiero saber si probar otra vez realizar el retiro o esperar algún tipo de respuesta

Thank you for your responses.

Please forward me the most recent communication between you and the casino's customer support regarding the withdrawal of your deposit to veronika.f@casino.guru.

Please note that, in general, we recommend that players fulfill the necessary wagering requirements for their deposits before requesting a withdrawal, as this is a standard AML requirement. Casinos are generally not obligated to return a deposit if no gameplay has taken place.

The decision to apply a fee in such cases is at the casino's discretion and may vary from one case to another.

I've attached the last two conversations I had with him, as well as the one from the day they told him they were transferring him to the appropriate department. They haven't given me any explanation, only that they referred him to the relevant department, but that was on August 26th. In total, I've been dealing with this for almost 60 days now.

Te adjunto las últimas dos conversaciones que tuve y la del día que le dijeron que lo pasaban al departamento correspondiente. No me dan ninguna explicación, solo que lo remitieron al departamento correspondiente, pero esto ya fue el 26 de agosto. En total ya van casi 60 días que estoy lidiando con esto

Dear gonzalos24

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello gonzalos24,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Mr Bet Casino Team,

I understand that unforeseen payment issues can occasionally occur; however, according to the information provided by the player, this matter has remained unresolved for a considerable time.

Please therefore clarify the specific reason why the player's withdrawal requests were rejected and why the submitted payment details could not be used.

Why was the player not offered an alternative withdrawal method, or provided with clear instructions on how to access the funds?

What is the current status of the review, and when can the player reasonably expect to be able to withdraw and receive the funds?

I would appreciate a concrete response and a practical solution, rather than a further general request for patience.

Should there be any additional circumstances or factors relevant to this case that cannot be disclosed publicly, you are welcome to share them directly with me at michal.k@casino.guru or via MS Teams chat. I am happy to treat any such information with the appropriate level of confidentiality.

Thank you in advance for your cooperation.