Batery Casino - El jugador enfrenta una respuesta de soporte retrasada y un límite de retiro bajo.

Support is not replying to my query and its pending from a very long time and the maximum withdrawal limit for my account is 1000.

I am having 34814591 in my account it will took 100yrs for me to withdraw the funds

Hello earnadda,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Batery Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? How many times did you withdraw so far? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Could you please advise if your account is already verified and if yes, since when exactly?

Yes its verified. Around 15-20 days before it got verified

Did you accumulate your winnings with real money or did you use a bonus?

real money

How many times did you withdraw so far?

None

When was the last time you spoke to the casino and what was it about?

10-15 days before raised the concerned but their bot is reverting or in case support gets connect then use to get a standard reply from them

Hello earnadda,

What about different payment methods? They have such limits as well? Do you have currently any pending payout?

Hello,

What about different payment methods?

Same limit issue

They have such limits as well?

INR 1000

Do you have currently any pending payout?

NO

Hello earnadda and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello earnadda,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I do have a few additional questions. What games did you play? (slots, roulette, blackjack, sports, etc.) Did you gain your winnings with "normal" play, or were you lucky and hit some kind of jackpot win, tournament win, or similar? Has the casino lowered the withdrawal amount just recently for you, or was this set automatically from the beginning?

I will contact the casino to shed more light on this matter.

We would like to invite Batery Casino to join the conversation.

Dear Batery Casino,

Could you please provide more information on why the withdrawal limit for the player is set so low? Is there anything you can do to assist the player in withdrawing their winnings within a much more reasonable timeframe?

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 earnadda,

I'm yet to receive a response from the casino team, but can you please confirm what games did you play? (slots, roulette, blackjack, sports, etc.) Did you gain your winnings with "normal" play, or were you lucky and hit some kind of jackpot win, tournament win, or similar? Has the casino lowered the withdrawal amount just recently for you, or was this set automatically from the beginning since you opened your account?

Dear earnadda,

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.

I'm yet to receive a response from the casino team, but can you please confirm what games did you play?

slots and bacarrat

Did you gain your winnings with "normal" play, or were you lucky and hit some kind of jackpot win, tournament win, or similar?

normal

Has the casino lowered the withdrawal amount just recently for you, or was this set automatically from the beginning since you opened your account?

recently for me

Dear earnadda,

Thank you for the additional information.

I have received only this kind of response from Batery Casino and nothing more.

I'm afraid we won't be much of a help. Have you received any new communication from the casino team regarding your complaint?

No

Same thing I had tried and not getting response from their end

Dear earnadda,

Despite my numerous messages, I have received only the same response from the casino team as I have posted above. Although I fully understand your frustration and agree with you that the current withdrawal limit the casino has set for you is really low, they are however paying you, so we can't say the casino is refusing to pay. Unfortunately, our ability to provide further assistance in this matter is close to zero, so that left us with no other option than to close this complaint as unresolved.

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.

There is one more possible way you can try to solve your problem - to file a complaint with the gaming authority the casino is regulated by - Gaming Curaçao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use the "Contact" button, or by sending your complaint to info@gaming-curacao.com.

Please let me know how they responded at michal.k@casino.guru

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

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

Hello earnadda,

We are delighted to open your complaint once more and try to resolve it.

Upon studying your problem, it came to our attention that some discrepancies are present in the case. Do not worry, we have shared them with Casino-guru team for examination.

Thank you for your cooperation.

Regards,

Batery

Thank you for your messages containing the information and supporting evidence, Batery Casino Team.

Dear earnadda,

Following a comprehensive review of the information and evidence provided, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, original documents in the player’s name. Unfortunately, in this instance, the casino's security team found that some of the documents provided appeared to have been altered or tampered with. Such discrepancies are a serious violation of casino policies and are strictly prohibited. Your failure to meet KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best Regards,

Michal

Casino Guru