bet O bet Casino - El retiro del jugador se retrasa debido a una investigación del departamento de riesgos.

I am writing to you to formally file a complaint against the Betobet bookmaker (https://betobet.cc/es/sports) , due to a serious situation that affects my rights as a consumer. Below, I detail the relevant facts for your knowledge: 1) Start date of the problem: On February 29, 2024, I made a withdrawal request for an amount of S/ 3,682.44, which was rejected under the argument of "trying with a smaller amount". 2) Subsequent withdrawal attempts: On March 6, 2024, I requested a withdrawal of S/ 3,500, but it was not processed. On April 17, 2024, I split the withdrawal into two parts, requesting S/ 2,000 in a new attempt, which was again ignored. 3) Last withdrawal attempt: On September 15, 2024, I made a new withdrawal request for the amount of S/ 1,500, which to date remains unprocessed and cannot be cancelled from the platform. Currently, the total amount accumulated in my account amounts to S/ 3,611.72 (updated as of January 7, 2025). What is worrying is that, despite this situation, the platform allows me to continue placing bets with the available funds, but does not allow me to withdraw the accumulated balance, which I consider an arbitrary practice and contrary to my rights as a consumer. 4) Current status of my account: Since the last withdrawal attempt, my account has remained blocked for withdrawal under the label "under review by the risk team." This status has lasted for more than 313 days, without receiving a solution or clear explanations as to the reason for the retention of my funds. It is important to note that I have not used my account for more than 10 days and I find it absurd that it takes more than 330 days to "review" my account. Reason for the complaint: Undue retention of funds: My funds remain withheld without valid justification, even though the account was only used for no more than 10 days of play. Lack of transparency and poor customer service: Betobet has not provided a clear explanation or resolved my situation within a reasonable time. Emotional and economic impact: This experience has been extremely frustrating, as I have had to wait almost a year to access the funds that rightfully belong to me. Due to a limit on the number of files allowed, I cannot attach more than five images to this complaint. However, I have extensive documentary evidence to support my attempts to communicate with the company. Such evidence includes screenshots of emails and messages where the company has not only repeatedly rejected my requests, but also demonstrates delaying behavior by providing generic responses that do not resolve the issue.

Me dirijo a ustedes para presentar formalmente un reclamo contra la casa de apuestas Betobet (https://betobet.cc/es/sports) , debido a una grave situación que afecta mis derechos como consumidor. A continuación, detallo los hechos relevantes para su conocimiento: 1)Fecha de inicio del problema: El día 29 de febrero de 2024, realicé una solicitud de retiro por un monto de S/ 3,682.44, la cual fue rechazada bajo el argumento de "intentar con un monto menor". 2)Intentos posteriores de retiro: El 6 de marzo de 2024, solicité el retiro de S/ 3,500, pero no fue procesado. El 17 de abril de 2024, dividí el retiro en dos partes, solicitando S/ 2,000 en un nuevo intento, que nuevamente fue ignorado. 3)Ultimo intento de retiro: El 15 de septiembre de 2024, realicé una nueva solicitud de retiro por el monto de S/ 1,500, la cual hasta la fecha sigue sin ser procesada ni permite ser cancelada desde la plataforma. Actualmente, el monto total acumulado en mi cuenta asciende a S/ 3,611.72 (actualizado al 07 de enero de 2025). Lo que resulta preocupante es que, a pesar de esta situación, la plataforma me permite seguir realizando apuestas con los fondos disponibles, pero no permite retirar el saldo acumulado, lo que considero una práctica arbitraria y contraria a mis derechos como consumidor. 4)Estado actual de mi cuenta: Desde el último intento de retiro, mi cuenta ha permanecido bloqueada para retiro bajo la etiqueta de "en revisión por el equipo de riesgos". Este estado se ha prolongado por más de 313 días, sin recibir una solución ni explicaciones claras sobre el motivo de la retención de mis fondos. Cabe recalcar de que no eh hecho uso de mi cuenta por mas de 10 días y me parece absurdo que demoren mas de 330 días en "revisar" mi cuenta Motivo del reclamo: Retención indebida de fondos: Mis fondos permanecen retenidos sin justificación válida, a pesar de que la cuenta fue utilizada únicamente durante no mas de 10 días de juego. Falta de transparencia y mala atención al cliente: Betobet no ha proporcionado una explicación clara ni ha resuelto mi situación dentro de un plazo razonable. Afectación emocional y económica: Esta experiencia ha sido extremadamente frustrante, ya que he tenido que esperar casi un año para acceder a los fondos que legítimamente me corresponden. Por razones de límite en el número de archivos permitidos, no puedo adjuntar más de cinco imágenes a este reclamo. Sin embargo, cuento con una amplia evidencia documental que respalda mis intentos de comunicación con la empresa. Dicha evidencia incluye capturas de pantalla de correos electrónicos y mensajes donde la empresa no solo ha rechazado mis solicitudes en reiteradas ocasiones, sino que también demuestra un comportamiento dilatorio al proporcionar respuestas genéricas que no resuelven el problema

Dear Juanca,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you passed the full KYC verification?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

When was the last time you successfully communicated with the casino and what was your communication about?

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

Best regards

Veronika

Responding to your queries:

1) My account has been verified before. I am completely confident that my account is verified. However, if for some reason you would like to re-verify it, I have no problem cooperating with the process.

2) I have played both in the casino and in the sports section. However, my main activity has been in sports betting, both live and before the start of the matches.

3) The money in my account is entirely mine, including any winnings from my bets. There is no bonus involved in that balance.

4) Regarding customer service, although they do respond, communication is not efficient. Out of every three emails I send, they only respond to two with repetitive messages that seem to be automated copies. ("Your account is under review by the risk department.") In the live chat, out of five attempts, on two occasions I receive the same standard response as in the emails, and in the other three cases they simply close the chat without providing information. (For 300 days the messages are the same. I even asked them to tell me under which license they operate, and they responded "Your account is under review by the risk department", which is nothing to do with what I requested.

I am fully willing to re-verify my account and even do a video call if that will speed up the process. I understand that bookmakers may require reviews, but it makes no sense for this procedure to extend for more than 330 days, considering that my activity on the platform has not exceeded 10 days of play.

The most worrying thing is that this situation is affecting me financially, since the amount withheld is significant. In Peru, accessing loans is complicated, and due to the delay in the release of my funds, I am getting into debt unnecessarily.

I request a prompt solution to this problem and a clear response regarding the actual status of my account and my withdrawals.

Respondiendo a sus consultas:

1) Mi cuenta ya ha sido verificada anteriormente. Estoy completamente seguro de que mi cuenta está verificada. Sin embargo, si por algún motivo desean volver a realizar la verificación, no tengo ningún inconveniente en cooperar con el proceso.

2) He jugado tanto en el casino como en la sección de deportes. No obstante, mi actividad principal ha sido en apuestas deportivas, tanto en vivo como antes del inicio de los partidos.

3) El dinero en mi cuenta es completamente mío, incluyendo las ganancias obtenidas de mis apuestas. No hay ningún bono involucrado en dicho saldo.

4) Respecto a la atención al cliente, si bien responden, la comunicación no es eficiente. De cada tres correos que envío, solo responden dos con mensajes repetitivos que parecen ser copias automáticas. ("Su cuenta esta bajo revisión por el departamento de riesgo") En el chat en vivo, de cinco intentos, en dos ocasiones recibo la misma respuesta estándar que en los correos, y en los otros tres casos simplemente me cierran el chat sin brindar información. (Desde hace 300 días los mensajes son lo mismo , Inclusive pedi que me diga bajo que licencia operan , y me respondieron "Su cuenta esta bajo revisión por el departamento de riesgo" , osea nada que ver con lo que solicito

Estoy completamente dispuesto a volver a verificar mi cuenta e incluso realizar una videollamada si eso agiliza el proceso. Entiendo que las casas de apuestas pueden requerir revisiones, pero no tiene sentido que este procedimiento se extienda por más de 330 días, considerando que mi actividad en la plataforma no ha superado los 10 días de juego.

Lo más preocupante es que esta situación me está afectando económicamente, ya que el monto retenido es significativo. En Perú, acceder a préstamos es complicado, y debido a la demora en la liberación de mis fondos, me estoy endeudando innecesariamente.

Solicito una pronta solución a este problema y una respuesta clara sobre el estado real de mi cuenta y de mis retiros.

Dear Juanca,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for bet O bet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from bet O bet Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.