Betandplay Casino - El retiro del jugador se retrasa.

Hello,

I requested a withdrawal of €400. Initially, my withdrawal was canceled twice because they claimed my bank account hadn't been verified, which can't be true since I had previously made withdrawals to the same account.

On the third attempt, I was finally able to request the withdrawal without any cancellations. Now, 5 days have passed, and the withdrawal still hasn't been processed. Upon inquiring, I was told that the gaming provider still needs to confirm my winnings. On another occasion, they said processing could take up to 5 days or that my account needs to be verified. How rude!!

Hallo,

ich habe 400€ Ausgezahlt. Erstmal wurde meine Auszahlung 2mal storniert, weil ich meine Auszahlungsbankkonto nicht verifiziert habe, was nicht sein kann, weil ich öfter ausgezahlt hatte auf das selbe Konto.

nach dem 3 Versuch hat es endlich geklappt ohne stornierung die Auszahlung zu beantragen. Jetzt sind 5 Tage vergangen und die Auszahlung hat immer noch nicht stat gefunden. Auf Nachfrage wurde mir mitgeteilt das der Spielanbieter meine Gewinn noch bestätigen muss. Und bei dem anderen male sei die Bearbeitung bis 5 Tage oder dein Konto muss verifiziert werden. So eine frechheit!!

Dear aa61aa,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear aa61aa,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.