BETANDYOU Casino - La retirada del jugador se ha retrasado.

The website has been approved, but the customer service only asked me to send some documents and did not provide any transfer records or tell me what went wrong. It took two days，looks like a scam.

Dear chanl201514,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

hello

They didn't say anything about verification.

HI chanl201514,

• Could you please advise how many days ago you requested a withdrawal? 

Thank you.

hello petroela:

two days ago.

Hi chanl201514,

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 game history was 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.

ok,i can wait,I could wait, but it was a bad experience anyway (other big casinos have more business and more prompt withdrawals) Not sure why you guys rate this casino so highly.....

I fully understand your frustration, chanl201514. However, I will set the timer for additional 9 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear chanl201514,

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.

Still haven’t received the withdrawal

Thank you very much, chanl201514, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear chanl201514,

I'm Jakub, and I'll be handling this complaint from now on. Please feel free to keep me informed of any developments regarding your complaint.

To expedite the resolution process, I'd like to invite BETANDYOU Casino's representatives to participate in this discussion. Could you please provide an update on the status of the player’s withdrawal request?

Best Wishes,

Jakub

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear chanl201514,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Gaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jakub

Hello everyone,

We’ve reopened this complaint at the request of BETANDYOU Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

According to the latest information provided by the casino, the player made two deposits on April 3rd and placed two unsuccessful bets the same day, losing the entire balance. The casino also asserts that there were no withdrawal requests recorded on the player's account.

Dear chanl201514,

Could you please respond to the casino's statement?

Dear BETANDYOU Casino,

Could you please provide any available evidence to substantiate your claims by sending it to my email address at jakub.m@casino.guru?

Thank you in advance!

I'm sorry. The player also has a foreign currency account; indeed, there was a withdrawal refusal from the payment system. Let the player try to withdraw funds again, if there are difficulties, let him contact us again, we will contact the payment system.

Прошу прощения. У игрока есть ещё валютный счет, действительно был отказ вывода со стороны платёжной системы. Пусть игрок пробует заново вывести средства, если будут сложности пусть обратится к нам повторно, будем обращаться к платёжке.

Dear BETANDYOU Casino,

Thank you for providing additional information.

Dear chanl201514,

Do you have any updates on your withdrawal? Have you tried resubmitting the withdrawal request as suggested in the casino's latest communication?

Dear chanl201514,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo