BETANDYOU Casino - Los retiros de jugadores siguen sin resolverse.

On the 23rd and 24th of November 2024, I made 5 withdrawals of one thousand euros, made from my betandyou account to my bank account using the SEPA method, unfortunately, on the 26th of November, my REVOLUT bank, due to an error , reverted the amounts back to my betandyou gaming account, today is December 24th and to date betandyou has not yet credited the money to my gaming account game, i've send emails to all support, support-pt@betandyou.com, support-en@betandyou.com, support@betandyou.com, and they don't do nothing.

I even send as an attachment 5 documents from my bank revolut that confirm that betandyou received the transfers back to is bank account.

Lastly, I managed to get support in English to open a case, but when I asked to consult the case, the support in Portuguese asked me to send an email again explaining the case, along with the evidence, the support in Portuguese is terrible, the worst There are and they don't solve anything, I've sent more than 50 emails to resolve the problem and nothing. what to do?

Hello MPDG,

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

• Could you please advise since when is your account fully verified?
• Did your payment provider explain the reason of canceling the incoming payment?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Nick, My account was verified right from the start when I opened it, there was no problem with that, I always made withdrawals and deposits without problems, there was an issue that I supposedly had 2 accounts on December 3rd, but in the meantime I received an email from security saying that the account was ok, and if more documents were needed in the future, they would inform. But since then there has been a total lack of consideration from betandyou, they make it seem like they don't know who should solve the case, as I already mentioned, the Portuguese support is terrible, the worst I've seen in all the casinos I've played in. My Bank says it reversed the 5 transfers because my Revolut account was undergoing confirmation of a document that had expired and I had not seen the request, due to bad luck it happened on the day the transfers were going to enter the account. But that too was soon resolved, the issue here is that betandyou BLOOM FINANCE's bank received the transfers back to the account and they know perfectly well that these amounts belong to the customer, I don't understand why they complicate things so much and tarnish the casino's name with these complications. Today I contacted support again to ask about the status, I gave the process numbers and the support, weak as it is, asked to get in touch again using the email support-pt@betandyou.com, explaining the case along with all documentation. If I send you the emails you even laugh because the responses are ridiculous, you always ask for documentation again.

These transactions have been processed by us and are marked as successful withdrawal. Please contact the bank with the submitted issue. 

Bet And You, the transactions were returned by my bank to your bank, support was perfectly aware of what happened, I sent proof of the 5 returns from my bank to yours, your obligation is to return the money to my player account! Your support is terrible and you don't solve simple problems, the money is in your account you just have to credit it to my player account, or do you think that €5000 appears in your bloom finance account because someone decided to offer money? I have already sent the receipts more than 10 times, I have sent more than 50 emails, and I hope that gurucasino lowers the quality of your casino if you don't change the situation, it's €5000, it's not €50, on top of that the house is making a profit considering Note that I lost much more than I have collected.

I believe that betandyou has no interest in keeping our money, but it clearly has a total lack of capacity to resolve this type of problem, which tarnishes the casino's reputation, I have never had any problems until now, I played a lot at this casino, if it were Without a ridiculous amount, maybe I would let it pass, but it's €5000 and that money is rightfully mine, it's not bonus winnings. Another issue that betandyou is not transparent about is saying in is site that disputes must be resolved with CURACÃO EGAMING, when they are not even regulated by them, according to the email I received from EGAMING.

Where is the CEG seal on the betandyou page???

And if Betandyou doesn't give me my money back, you can be sure that I will expose this case, responses and emails on all social networks, I will create groups of injured people to see transparency and justice for everyone.

From our side, all withdrawal transactions are successful. Please provide your account statement to our support to confirm that the funds did not arrive in your bank account.

З нашої сторони усі транзакції на вивід - успішні. Будь ласка надайте виписку за вашим рахунком в нашу підтримку для підтвердження того, що кошти не прийшли на Ваш банківський рахунок.

The casino credited the amounts to my player account yesterday, December 29th. I close this case even though I am very dissatisfied with the casino's practice in resolving these matters, which proves that if the player doesn't insist too much! They never resolve the situation, it took more than 50 emails and 1 month to resolve the case.

I close my complaint.

Thank you casino guru.

Dear MPDG, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru