Betano Casino EC - Играчът твърди, че плащането към него е забавено.

For more than 8 days I have requested my withdrawals and the only response I get from Betano is that I have to wait. They don't tell me what's happening. They've made up a bunch of excuses saying that withdrawals take 4 business days to be approved, which is totally false because their system says 24 hours. They've made up that the holiday prevented them from approving them, and a bunch of other excuses.

They sent an email saying they would be approved by the 26th and nothing has happened, their live chat only says "we are reviewing what is happening", they no longer answer the email.

I've been waiting for the withdrawals for over 8 days and they're not saying anything, just telling me to be patient.

desde hace mas de 8 días he solicitado mis retiros y la única respuesta que tengo de Betano es que debo esperar, no me dicen que esta pasando, se han inventado un montón de escusas diciendo que los retiros demoran 4 días hábiles en ser aprobados, algo totalmente falso porque en su sistema dice 24 horas, se han inventado de que el feriado no les dejo aprobar y así un montón de escusas.

enviaron un mail diciendo que el 26 ya estarían aprobados y nada, su chat en vivo solo dice "estamos revisando lo que pasa", el mail ya no contestan.

Son mas de 8 días que he esperado los retiros y no dicen nada solo que sea paciente.

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 Kary123456,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kary123456,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, unfortunately, they are not approving withdrawals, and today they came up with the unbelievable excuse that Western Union is to blame because, according to them, they aren't working, which is a complete lie. I've been waiting to withdraw my money since December 19th, and all they do is cancel withdrawals and not approve them. My account has been verified for several years, and I've made withdrawals before.

hola no lamentablemente no aprueban los retiros y hoy salieron con la increíble escusa de que Wester union es el culpable porque no están trabajando según ellos, cuando esto es una mentira muy grande. llevo desde el 19 de Diciembre esperando retirar mi dinero y lo único que hacen es cancelar los retiros y no aprobarlos, mi cuenta esta verificada hace ya varios años y he realizado retiros anteriormente.

Dear Kary123456, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please attach a screenshot of your withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you for your patience and cooperation

Best regards,

Attila G.

Hello, the last successful withdrawal was processed within 24 hours and was the same cash method via Western Union. I haven't received my withdrawal yet.

Hola el último retiro exitoso se realizó en 24 horas y fue el mismo método en efectivo mediante western unión. Hasta ahora no tengo mi retiro

Dear Kary123456, thank you for your response.

In order for us to proceed with the resolution of this complaint, could you please attach a screenshot of your pending withdrawal?

Additionally, could you please attach a screenshot of the verification section in your gaming account as well?

Alternatively, you can send them via email. You can reach me at [email protected].

All the details are essential if we wish to proceed with your case and assist you further.

Thank you in advance.

Dear Kary123456,

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,
Attila
Casino.Guru