Betovo Casino - El jugador aún no ha recibido las ganancias.

My complaint is because I won 2 bets and now they only give me problems to withdraw the money which is 261.43€, I already passed the KYC on 2 occasions, now they ask me for a statement of my account from the last 30 days where all my expenses and income appear including the collection of the deposit, that is personal, I do not distribute statements to companies nor does a broker ask me for so much documentation and they have stricter policies

Now they also ask me for a selfie holding my ID, but they also ask me for a selfie where the handwriting on the ID has to be clearly visible, winking, and the elbow holding the photo has to be completely visible. Trying to take a selfie like that is almost impossible, it's totally ridiculous.

Now they have my bank certificate showing what my account number is, 2 KYCs passed and verified, and an invoice with my address.

Stop asking for confidential information and make the payment

Mi queja se debe a que gane 2 apuestas y ahora solo me ponen pegas para retirar el dinero que son 261.43€ ya pase el KYC en 2 ocasiones , ahora me piden un extracto de mi cuenta de los últimos 30 días en donde aparezcan todos mis gastos e ingresos incluidos el cobro del depósito, eso es personal no voy repartiendo extractos a las empresas ni un broker me pide tanta documentación y tiene políticas más estrictas

ahora también me piden un selfi sujetando mi documento de identidad pero además me piden un selfie que se tiene que ver bien la letra de documento que está guiñando un ojo pero además que el codo que sujeta la fotografía tiene que verse por completo, probar ustedes de hacerse un selfie así es casi imposible, es totalmente ridículo, .

ahora tienen mi certificado del banco de cual es mi numero de cuenta, 2 kyc pasados y verificados y una factura con mi domicilio

dejen de pedir información confidencial y hagan el pago

Dear JesusSanchezO,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.