BetAmo Casino - El jugador cree que el reintegro se ha retrasado.

closed. Withdrawals made and processed within an hour. The casino also advertises with this. Suddenly the ID is missing. ID card re-uploaded and also approved. Waiting 24 hours for a payout of 1200 euros. Nothing happened until now. Deposited 200 euros, won 1400 euros. Suddenly I was told that a bonus of 55.69 euros was credited to me while I was playing. I neither requested this nor took note of it. Now the casino pays out neither the 1200 euros before nor my winnings of 1400 euros afterwards. When I asked support several times, I always got the answer that I was on hold. The casino advertises payouts in up to two hours, but then always asks for documents again. These are approved and then nothing happens. Crediting a real money bonus during an ongoing game without the player's knowledge is also not okay.

hlossen. Auszahlungen getätigt und innerhalb einer Stunde bearbeitet. Damit wirbt das Casino auch. Plötzlich fehlt der Ausweis. Ausweis erneut hochgeladen und auch genehmigt. Warten 24 Stunden auf 1200 Euro Auszahlung. Nichts passiert bis jetzt. 200 Euro einbezahlt, 1400 Euro gewonnen. Plötzlich heißt es mir wurde während des laufenden Spiels ein Bonus von 55,69 Euro gutgeschrieben. Diesen habe ich weder angefordert noch davon Kenntnis genommen. Jetzt zahlt das Casino weder die 1200 Euro davor noch meinen Gewinn danach von 1400 Euro aus. Auf mehrmalige Nachfrage beim Support immer die Antwort das ich mich in der Warteschleife befinde. Das Casino wirbt mit Auszahlungen in bis zu zwei Stunden, fordert dann aber immer erneut Dokumente. Diese werden genehmigt und dann passiert nichts mehr. Einen Echtgeld Bonus gutzuschreiben während eines laufenden Spiels ohne Wissen des Spielers ist auch nicht okay.

Dear 68p9g82gfb,

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

Hello. After I informed the casino that I made a complaint through this site, the money was paid out immediately.

Hallo. Nachdem ich dem Casino mitgeteilt habe das ich über diese Seite eine Beschwerde eingereicht habe, wurde das Geld unverzüglich ausgezahlt.

Dear 68p9g82gfb,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru