BETANDYOU Casino - El jugador afirma que el pago se ha retrasado.

On May 5, I deposited 100 euros and was lucky enough to win 5000. But when I tried to withdraw, the casino asked to verify the account, with lots of photos and documents. Then it asked me for a medical document stating that I don't have a gambling addiction, which is not normal. I made an online appointment with a doctor and asked for the document, the doctor sent the document to my email and I sent it to the site's support to have it verified. The casino refused, because it said it wasn't the original document, since it was an online consultation, and it's normal for the document to be digital. The casino is now ignoring all my emails and still won't pay me my money.

No dia 5 de maio depositei 100 euros e tive a sorte de ganhar 5000. Mas quando tentei levantar o casino pediu para verificação a conta, com imensas fotos e documentos. Depois ainda me veio pedir um documento médico a informar que eu não tenho vício de jogo, algo que não é normal. Eu fiz uma consulta online com um médico e pedi o documento, o médico enviou o documento para o meu email e eu enviei para o suporte do site para ter a verificação. O casino recusou, porque disse que não era o documento original, visto ter sido uma consulta online, normal o documento ser digital. O casino neste momento ignora todos os meus emails e continuam sem pagar o meu dinheiro.

Dear AnaPF,

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.

Dear AnaPF, please allow me to ask you a few questions, so I can understand the whole situation completely.

Is the medical document the only obstacle standing between you and your winnings?

Have you ever mentioned having a gambling problem, either in this or another casino?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Yes, the casino won't check my account, because they've invented that I have a gambling problem, which I don't. I've presented 2 documents from 2 different doctors saying that I don't have any problems. I've already submitted 2 documents from 2 different doctors stating that I don't have any kind of problem, but the casino has refused both of them. If the casino thinks I have a problem, why did they let me deposit? For them, the only problem is paying. I've already spent money on 2 different doctors and now they say I have to go to another one.

Sim, o casino não verifica a minha conta, porque inventou que eu tenho problemas com jogo, que não tenho. Já apresentei 2 documentos de 2 medicos diferentes a afimar que não tenho qualquer tipo de problema, mas o casino recusou ambos. Se o casino acha que tenho problemas, porque me deixou depositar? Para eles o unico problema é pagar. Já gastei dinheiro em 2 medicos defirentes e agora dizem que tenho de ir a outro.

Dear AnaPF, I have not received any emails from you.

Hi, Ann!

Thank you for your patience.

Following an in-depth review of your account history, we identified a repeated pattern of creating multiple accounts, many of which had previously been closed due to responsible gaming concerns, including indications of gambling addiction.

As soon as we identified this pattern, we acted promptly in line with our Responsible Gaming Policy - your account was immediately blocked and your initial deposit was refunded.

This behavior raises serious concerns regarding the responsible use of our platform. For this reason, we have made the decision to permanently close your current account.

All winnings have been voided in accordance with our policy on duplicate and self-excluded accounts.

We remain committed to promoting safe and responsible gaming for all our players.

Sincerely,

BetAndYou Team

Dear AnaPF,

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.