Betovo Casino - Тегленето на играча е забавено.

Hello everyone. I won €600. I requested a bank transfer. The withdrawal was even completed on August 20th, but the money simply hasn't arrived. I contact support every day, and no one is resolving the issue or helping. I'm really fed up. I'm paying immediately, after all. I've even uploaded bank statements proving the money isn't there.

Hallo Zusammen. Ich habe 600 € gewonnen. Auszahlung per Banküberweisung. Auszahlung wurde sogar abgeschlossen am 20.08 und das Geld kommt einfach nicht an. Jeden Tag schreibe ich dem Support und keiner löst das Problem oder hilft. Ich bin es wirklich leid. Ich zahle ja auch direkt. Ich habe auch schon Kontoauszüge hochgeladen, dass das Geld nicht da ist.

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Dear OlliH,

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?
• Have you used this payment method successfully in the past when withdrawing winnings from this or other online casinos?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

Hi Tomas. Here's the answer to your questions:

I've had successful withdrawals before, but to a different account. The account was changed, but verified. Everything has been sent.

Winnings without a bonus.

I took screenshots of today's communication.

The casino says they made the transfer. My bank is at fault. But all other transfers are going through. Something's not right.

Can you help me? I'm desperate.

Hi lieber Tomas. Hier die Antwort auf deine Fragen:

Ich hatte schon erfolgreiche Auszahlungen, aber auf ein anderes Konto. Konto wurde gewechselt, aber verifiziert. Alles zugeschickt.

Gewinne ohne Bonus.

Kommunikation habe ich von heute Screenshots gemacht.

Das Casino sagt, sie haben überwiesen. Meine Bank ist schuld. Aber alle anderen Überweisungen kommen an. Da stimmt doch was nicht.

Können Sie mir helfen? Bin verzweifelt. 

According to my bank, the payment never arrived and was returned to the service provider on August 17th.

Laut meiner Bank wurde ist die Zahlung nie angekommen und wurde am 17.08 zurückgeschickt an den Dienstleister.

Thanks for your reply.

Have you saved the confirmation from your bank that the transaction was reversed?

Have you provided this confirmation to the casino for further investigation?

Please let me know.

Yes, I saved it. And sent it to the casino. They're reviewing it again. But I'm just not getting any response from them. I don't understand it.

Ja habe ich gespeichert. Und dem Casino geschickt. Sie prüfen es mal wieder. Aber ich erhalte einfach keine Antwort von Ihnen. Ich verstehe es nicht.

Dear OlliH,

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, Mirka ([email protected]). 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,

Tomas

Dear OlliH,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betovo Casino representative to join this conversation.

Dear Betovo Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Hello,

Thank you for providing us with the opportunity to address this matter.

We have carefully reviewed all relevant details regarding the case raised. Following the successful completion of the initial withdrawal request from our end, the player informed us that the funds had not reached their bank account.

Upon receiving the relevant documentation required to escalate the matter to the payment provider — including a bank statement covering the period from the date of the completed withdrawal until the present, along with confirmation from the player's bank that the transaction had not been credited — we promptly proceeded with the further investigation.

Throughout this, we remained in communication with the customer and provided updates regarding the progress of the case. Given the nature of the matter, the necessary verification procedures were carried out in line with the standard processing times for such cases. Nevertheless, we took every available measure to expedite the process and ensure that the customer remained informed throughout.

The investigation ultimately concluded with the funds in question being credited back to the customer's player account. In the meantime, the player was able to submit a new withdrawal request, which was expedited from our side and successfully completed.

We trust that the above explanation provides further clarity on the circumstances surrounding the matter. Should any additional information or clarification be required, we remain available.

Best regards,

The Betovo Team

Dear OlliH,

Could you please confirm whether the full €600 has now reached your bank account? Feel free to use the 'resolved' button.

Thank you.