BetHall Casino - El retiro del jugador se retrasa indefinidamente.

The casino has not paid out for 5 weeks, despite verification.

The account has been fully verified; initially, they tried to put obstacles in my way, such as requiring a passport selfie with the website in the background, etc.

Everything is done.

The verification process has been showing as pending for weeks now, yet nothing is happening. The chat support apologizes every time and assures me that everything will be different now, that there's nothing to worry about, and that I'll receive an email response soon. But absolutely nothing ever happens.

Casino zahlt seit 5 Wochen nicht aus, trotz Verifizierung.

Das Konto ist komplett verifiziert worden, sie haben anfangs versucht einem Steine in den Weg zu legen, Passport Selfie mit Website im Hintergrund etc.

Alles erledigt.

Nun steht seit Wochen nichts mehr offen bei der Verifizierung und trotzdem passiert gar nichts. Der Chat entschuldigt sich jedes Mal, und versichert dass jetzt alles anders wird, man sich keine Sorgen machen müsse, und bald würde Rückmeldung via Mail kommen. Aber es passiert einfach NIE etwas.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Sh121212,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is your player's account accessible to you? Can you log in?
• Have you made any successful withdrawals from the casino in the past?
• When have you passed verification, and which documents were you asked to provide?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

I replied to them by email. Still no payment and the support team's vague statements that they will "really take care of it personally this time".

Ich habe ihnen per Mail geantwortet. Immer noch, keine Auszahlung und die schwammigen Aussagen des Supports, dass sie sich „dieses Mal wirklich persönlich drum kümmern".

Dear Sh121212,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Sh121212,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetHall Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

Dear everyone,

Thank you for reaching out to us.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

BetHall Team

Dear BetHall Casino,

We are waiting to hear from you.

Dear Sh121212,

Thank you for your patience.

Upon review of your request with our relevant department, we would kindly inform you that your account is now verified. We would kindly advise you to please try and make a withdrawal request.

Should you need additional assistance, please do not hesitate to ask.

Kind regards,

BetHall Team

Dear BetHall Casino, thank you for the update.

Dear Sh121212,

Please try to complete the withdrawal request now and let me know if everything is in order on your side.

Good day, I have now requested the payout again.

Guten Tag, ich habe die Auszahlung jetzt nochmal beantragt.

Dear Sh121212,

Thank you for the update. Please let me know as soon as you receive the payment.

Dear Sh121212,

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.