BetHall Casino - El retiro del jugador se retrasa y el acceso a la cuenta está bloqueado.

Help me, friends! I've received two successful withdrawals from Bethall, but a third one is still pending, and they haven't paid it yet (the necessary deadlines have passed). I asked for clarification in the chat, but now I can't access the account to receive my money. They claim it's under review.

Me ajudem, amigos! Recebi dois levantamentos com sucesso na Bethall, no entanto um terceiro ficou pendente, e não pagaram ate agora (ja se passaram os prazos necessários). Solicitei esclarecimentos no chat, mas agora não consigo acessar a conta para receber meus valores. Alegam que está em revisão.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

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Dear player,  

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

• When did you submit the withdrawal request?  
• Did you accumulate your winnings with or without an active bonus?
• Was your account verified?  
• Do I understand correctly that your account is currently blocked?
• Did the casino inform you about the reason for blocking your account?

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,

Natalia

Dear Pedrinn,

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.

Hello, Natalia.

Sorry for the delay in replying.

• After two successful withdrawals, I made a third on 17/09/2025, which didn't go down anymore.
• I accumulated the winnings without a bonus. I never used any bonuses.
• The account never asked for verification. The verification area stated that the account did not need verification.
• Yes, the account was blocked from access, even preventing me from taking screenshots or providing any further details that may be requested.
• The casino gave no reason for the block.

Thank you in advance for your attention and I hope that everything can be resolved as soon as possible.

Olá, Natalia.

Desculpe a demora nas respostas.

• Após duas retiradas bem sucedidas, fiz um terceiro no dia 17/09/2025, que não caiu mais.
• Acumulei os ganhos sem bônus. Nunca fiz uso de qualquer bônus.
• A conta não pediu verificação em momento algum. Na área de verificação informava que a conta não precisava de verificação.
• Sim, a conta teve o acesso bloqueado, me impedindo, inclusive, de efetuar prints, ou passar maiores detalhes que venham a ser solicitados.
• O cassino não deu nenhuma justificativa para o bloqueio.

Agradeço desde já a atenção e espero que tudo possa ser resolvido o quanto antes.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I sent them by email, Natalia. I don't have many captures, as I was paying normally until they blocked my access.

As enviei por email, Natalia. Eu não possuo muitas capturas, pois estavam pagando normal, até bloquearem meu acesso.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Pedrinn,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

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

Dear BetHall Casino,

I would be grateful if you could provide clarification regarding the reason for not processing the player's latest withdrawal, given that the player has previously received their withdrawals.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Hello All,

Firstly, we would like to clarify that the customer's account has never been closed and he has access to it.

In order to process the pending withdrawal, we need to verify customer's account.

Dear Pedrinn, kindly note that the requested documents for verification need to be uploaded via the website only, using the Document Verification Service. This can be found under "Settings => Verification", in your account. 

Once you enter the verification tab you should be able to see the status "Verification Required" as well as the documents that are needed and proceed with uploading them from there.

We hope this clarify the matter for you!

Best regards,

Bethall.com

Dear Pedrinn,

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.

The account is still under review, i.e. blocked from logging in, preventing me from verifying it as you wish.

I'm sending you a screenshot of the message that appears when you try to log in.

I need the login to be unblocked and/or the documents to be accepted by email so that the verification can be completed.

A conta ainda está sob revisão, ou seja bloqueada pra login, me impedindo de efetuar a verificação, como desejam.

Estou enviando uma captura de tela com a mensagem que aparece ao tentar entrar na conta.

Preciso que haja o desbloqueio de login e/ou que aceitem os documentos por email mesmo, pra que a verificação seja concluída.

Dear Pedrinn,

We can alternatively verify your account by sending us the required documents for verification ( Proof of identity document / transaction history in PDF of your Monetix account for the period 23.07-23.08 where are visible all your transactions and deposits made to our casino / Selfie photo holding your ID document against the background of our website ( casino name to be visible)) via email at support@bethall.com .

Once provided, please let us know, so we can proceed with your verification.

Thank you for your understanding!

Best regards,

Bethall.com

Dear Pedrinn,

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.

Dear all,

I would like to inform you that I have sent all the documents requested by BetHall directly to the e-mail address indicated ( support@bethall.com), as instructed here on the forum.

The same e-mail was also sent as a copy to Michal, the Casino Guru intermediary, for the purposes of monitoring and transparency in the process.

My identity document, a selfie of me holding the document with the name of the site visible in the background, and a PDF transaction history for the period requested (23/07 to 23/08), containing all the deposits made, were sent.

Currently, I'm just waiting for confirmation of receipt and continued verification of the account, so that access and the withdrawal process can be completed.

I would like to thank Casino Guru, especially Michal, for his attention and mediation in this case.

Prezados(as),

Gostaria de informar que enviei todos os documentos solicitados pela BetHall diretamente para o e-mail indicado (support@bethall.com), conforme orientações recebidas aqui no fórum.

O mesmo e-mail foi encaminhado em cópia também ao intermediador Michal, do Casino Guru, para fins de acompanhamento e transparência no processo.

Foram enviados o documento de identidade, a selfie segurando o documento com o nome do site visível ao fundo, e o histórico de transações em PDF referente ao período solicitado (23/07 a 23/08), contendo todos os depósitos realizados.

Atualmente, aguardo apenas a confirmação de recebimento e continuidade da verificação da conta, para que o acesso e o processo de saque possam ser concluídos.

Agradeço ao Casino Guru, especialmente ao Michal, pela atenção e intermediação neste caso.

Dear Pedrinn,

I have successfully received your email, including the attachments.

Dear BetHall Casino Team,

I am awaiting your feedback concerning the documents submitted by the player for the verification process. I trust that we will soon witness progress towards a resolution and that the player's winnings will be processed on your end.

Dear CasinoGuru Team,

After further investigation, we would like to inform you that we have not received any documents from the customer from the email that he registered with.

He did not provide us documents via the verification tab on the website as well.

Once received, we will notify you and proceed with checking customer's request.

Best regards,

Bethall.com

I would like to inform you that I have resent the email with all the requested documents, including proof of identity, selfie and transaction history, as previously indicated.

This time, the email was also forwarded to other BetHall support addresses, with a copy to the intermediary Michal, for the sake of proof and full transparency in the process.

I would point out that all the documents were sent from the same email address used to register the account, which can be seen in the attachment showing that the account remains blocked for analysis. For this reason, it is not possible to send the files via the verification tab on the website, as access is temporarily unavailable.

I am waiting for confirmation that the documents have been received and for the account to be verified so that the case can be settled.

Gostaria de informar que reenvei o e-mail com todos os documentos solicitados, incluindo os comprovantes de identidade, selfie e histórico de transações, conforme indicado anteriormente.

Desta vez, o e-mail foi encaminhado também para outros endereços de suporte da BetHall, com cópia ao intermediador Michal, para fins de comprovação e total transparência no processo.

Ressalto que todos os documentos foram enviados a partir do mesmo e-mail utilizado no cadastro da conta, o que pode ser verificado no anexo que mostra que a conta permanece bloqueada para análise. Por esse motivo, não é possível realizar o envio dos arquivos pela aba de verificação do site, já que o acesso está temporariamente indisponível.

Permaneço no aguardo da confirmação de recebimento dos documentos e da continuidade da verificação da conta para regularização do caso.

I would like to update you that, after resending the documents, I received confirmation of receipt from two BetHall email addresses, informing me that the material has been forwarded to continue the process of verification and analysis of unblocking access to the account.

In view of this, I would like to request priority in the progress of my case, considering that we have been trying to resolve the situation for months and that the account remains blocked, with successive demands and impediments without any concrete justification on the part of the casino.

Thank you in advance for your attention and I hope the process progresses as quickly and transparently as possible.

Venho atualizar que, após o reenvio dos documentos, recebi confirmação de recebimento por dois endereços de e-mail da BetHall, informando que o material foi encaminhado para continuidade do processo de verificação e análise do desbloqueio de acesso à conta.

Diante disso, solicito prioridade no andamento do meu caso, considerando que já estamos há meses tentando resolver a situação e que a conta permanece bloqueada, com sucessivas exigências e impedimentos sem justificativa concreta por parte do cassino.

Agradeço desde já a atenção de todos os envolvidos e espero que o processo avance da forma mais rápida e transparente possível.

Dear All,

We would like to inform you that we have received documents for verification and they are under review.

Once there is an update, we will notify you.

Thank you for your understanding!

Best regards,

Bethall.com

I would like to update you that, as per the attached reply, the account has been duly verified and I have been asked for a cryptocurrency wallet address for cryptocurrency purposes, however, the withdrawal method via pix is available, as it has been done previously without any error. Would it be possible to unblock access to the account only, so that I can make the withdrawals myself in installments, as I was doing before?

Venho atualizar que, conforme resposta em anexo, a conta foi devidamente verificada, sendo me solicitado endereco de carteira de criptomoeda pra fins de criptomoeda, no entanto, o método de saque via pix encontra disponível, como ja foram realizados anteriormente sem qualquer erro. Seria possível desbloquear o acesso da conta apenas, pra que eu mesmo possa ir fazendo os saques parcelados, como eu estava a fazendo antes?

Dear Pedrinn,

Thank you for the update. I'm glad the verification of your account has been successful.

Dear Bethall Team,

Thank you for your cooperation so far. Can you please accommodate the player with the payments to be made via the Pix payment method, or if this is not currently available, could you please explain why?

I would like to update you that a pending withdrawal fell through today.

With this, I request the possibility of unblocking access to the account so that withdrawals can be made manually, as we were doing before, please. This is because the company has informed me that the account has never been blocked, and that it has even been successfully verified.

Atualizo que um saque que estava pendente caiu hoje, por pix mesmo.

Com isso, solicito a possibilidade de desbloqueio do acesso à conta para que os saques sejam feitos manualmente, como já estávamos fazendo antes, por favor. Até porque, foi informado aqui pela empresa, que a conta nunca esteve bloqueada, e até mesmo a verificação da mesma já foi concluída com sucesso.

Dear Pedrinn,

Unfortunately, we will not able to proceed with manual withdraw via PIX, as we do not offer this method for it.

Please be advised to provide us with one of the requested payment methods, so we can proceed with your request.

Your account will remain closed per our Terms and Conditions 3.9:

•  We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Calm regards,

Bethall.com

Returning to update you on the progress of the case.

As requested by the BetHall team, I have just emailed the full details of my Dogecoin wallet (DOGE) so that the withdrawal can be processed by this method. In the same email, I also attached screenshots proving ownership of the wallet. The intermediary Michal, from Casino Guru, has been included in the copy for monitoring and transparency.

I would also like to point out that there have been three previous withdrawals via PIX, all of which were successful, which makes the sudden interruption of this method quite unexpected. Even so, to avoid further delays, I am cooperating with the alternative method suggested by BetHall.

I am now waiting for the Dogecoin withdrawal to be processed and remain at your disposal for any further information.

Retornando para atualizar o andamento do caso.

Conforme solicitado pela equipe BetHall, acabei de enviar por e-mail os dados completos da minha carteira de Dogecoin (DOGE) para que o saque possa ser processado por esse método. No mesmo e-mail, anexei também as capturas de tela comprovando a titularidade da carteira. O intermediador Michal, do Casino Guru, foi incluído em cópia para acompanhamento e transparência.

Ressalto ainda que já foram realizados três saques anteriores via PIX, todos concluídos com sucesso, o que torna a interrupção repentina desse método bastante inesperada. Mesmo assim, para evitar novas demoras, estou cooperando com o método alternativo sugerido pela BetHall.

Aguardo agora o processamento do saque por Dogecoin e permaneço à disposição para qualquer informação adicional.

Dear Pedrinn,

Your request has been forwarded to the relevant department and we will contact you with information regarding the refund of the active balance on your account really soon.

Thank you for your understanding!

Best regards,

Bethall.com

Dear Pedrinn,

We are checking the last provided reply and working on your request!

You will be contacted once we have an update in the nearest time possible!

Thank you for your patience and understanding!

Best regards,

Bethall.com

I appreciate everyone's responses, and I would like to extend my gratitude to you, Pedrin, for including me in the email correspondence.

I trust that the casino team will soon process the winnings and transfer them to you using one of the available cryptocurrency options. I will look forward to your confirmation once the funds have been received.

Dear Michal,

We are currently working on the customer's payment and will be back with an update in the nearest time possible.

Best regards,

Bethall.com

I'm updating my case once again, unfortunately due to yet another denial from BetHall, as per the attached email.

Now, the company has again canceled the processing of my withdrawal, vaguely claiming a "technical error by the payment provider". However, no concrete justification has been given, and the Bitcoin address provided - which is fully valid and generated by Binance - continues to be ignored by the company.

In addition, the message sent by BetHall states that I should "use the same payment method used for the deposit".

I reiterate: the method used for the deposit was PIX, and BetHall itself has made previous payments via PIX, as has already been proven.

Even so, the company insists that this method "does not exist on the platform", which clearly contradicts the payments already made.

In other words:

I have already provided several valid addresses (DOGE, USDC, LTC, BTC)

I have already attached proof of ownership

I've provided screenshots from Binance, one of the largest brokers in the world

And I've even demonstrated, with technical support from Blockchair, that new addresses are totally valid.

Even so, BetHall continues to refuse absolutely everything, with no plausible justification.

Faced with this new episode - which reinforces a clear pattern of postponement and non-payment - I again request the intervention of Casino Guru, so that they can help in the immediate resolution of the case and verify the company's conduct.

I remain entirely willing to cooperate, but it is impossible to move forward when the house repeatedly cancels orders for no real technical reason.

Thank you in advance for your continued assistance and I look forward to hearing from you.

Venho atualizar meu caso mais uma vez, infelizmente devido a mais uma negativa da BetHall, conforme o e-mail em anexo.

Agora, a empresa cancelou novamente o processamento do meu saque, alegando vagamente um "erro técnico do provedor de pagamentos". No entanto, nenhuma justificativa concreta foi apresentada, e o endereço Bitcoin informado — totalmente válido e gerado pela Binance — continua sendo ignorado pela casa.

Além disso, a mensagem enviada pela BetHall afirma que eu deveria "usar o mesmo método de pagamento utilizado no depósito".

➡ Reforço mais uma vez: o método utilizado no depósito foi PIX, e a própria BetHall realizou pagamentos anteriores via PIX, como já comprovado.

Mesmo assim, a empresa insiste em afirmar que esse método "não existe na plataforma", o que contradiz claramente os pagamentos já realizados.

Ou seja:

Já forneci vários endereços válidos (DOGE, USDC, LTC, BTC)

Já anexei comprovantes de titularidade

Já apresentei prints da Binance, uma das maiores corretoras do mundo

E até demonstrei, com suporte técnico do Blockchair, que endereços novos são totalmente válidos.

Mesmo assim, a BetHall segue recusando absolutamente tudo, sem justificativa plausível.

Diante desse novo episódio — que reforça um padrão claro de adiamento e não pagamento — solicito novamente a intervenção do Casino Guru, para que possam ajudar na resolução imediata do caso e verificar a conduta da empresa.

Continuo inteiramente disposto(a) a cooperar, mas é impossível avançar quando a casa cancela reiteradamente os pedidos sem motivo técnico verdadeiro.

Agradeço desde já pela assistência contínua e aguardo orientações.

Dear all,

I've come to update my case with some extremely relevant information that eliminates any previous justification given by BetHall for not processing my withdrawal.

The Bitcoin address (BTC Network) that I reported earlier - and which BetHall claimed was not "valid" or "verifiable" by the Blockchair tool - has just received a transaction, which means that:

🔹 The address is active,

🔹 It is publicly recognized on the blockchain,

🔹 It's verified on Blockchair, as I've attached in the screenshot,

🔹 Meets exactly all the criteria required by BetHall.

In other words: any claim of invalidity, lack of history or technical impossibility is officially ruled out.

The address is now 100% validated and publicly auditable, fully meeting the requirements created by the house itself.

I emphasize that this is a real, functional address and that it belongs to Binance, one of the largest and most respected brokers in the world - so there is no technical basis for further refusals.

In view of this, I request that BetHall immediately finalize the processing of the withdrawal, since there is no impediment or pending condition that could justify further denials.

I also ask for the support of Casino Guru to help bring this case to a conclusion, as all requirements have been met and exceeded, and there is no longer any room for further delays.

I look forward to the immediate processing of the payment.

Prezados(as),

Venho atualizar meu caso com uma informação extremamente relevante e que elimina qualquer justificativa anterior apresentada pela BetHall para não processar meu saque.

O endereço Bitcoin (Rede BTC) que informei anteriormente — e que a BetHall alegava não ser "válido" ou "verificável" pela ferramenta Blockchair — acaba de receber uma transação, o que significa que:

🔹 O endereço está ativo,

🔹 É reconhecido publicamente na blockchain,

🔹 Está verificado na Blockchair, conforme anexei na captura de tela,

🔹 Cumpre exatamente todos os critérios exigidos pela BetHall.

Ou seja: qualquer alegação de invalidez, ausência de histórico ou impossibilidade técnica está oficialmente descartada.

O endereço agora está 100% validado e auditável publicamente, atendendo integralmente às exigências criadas pela própria casa.

Reforço que esse é um endereço real, funcional e da Binance, uma das maiores e mais respeitadas corretoras do mundo — portanto, não existe base técnica para novas recusas.

Diante disso, solicito que a BetHall finalize imediatamente o processamento do saque, uma vez que não resta qualquer impedimento ou condição pendente que possa justificar novas negativas.

Peço também o apoio do Casino Guru para auxiliar na conclusão deste caso, já que todas as exigências foram atendidas e superadas, e não há mais espaço para novos adiamentos.

Aguardo o processamento imediato do pagamento.

Dear BetHall Casino,

Could you kindly clarify the reason behind the unsuccessful processing of the transaction on your end?

The BTC address in question appears to be functioning properly, so I am eager to understand why the funds were not processed successfully from your side. It is quite uncommon for crypto transactions to encounter any restrictions.

Dear Michal,

We would like to inform you that players withdrawal has been cancelled by our KYC team, we will get back to you with updates shortly, sorry for the inconvenience.

Thank you for your understanding.

Best regards,

Bethall casino Team.

Dear BetHall Casino,

I'm looking forward to your timely update.

Dear All,

We would like to clarify with you that the customer has provided us a few payment methods, but none of them is available for return of the active balance.

We would like to request from the customer an existing payment account from the available ones (Skrill or Crypto) in order to proceed with the return.

Best regards,

Bethall.com

Dear BetHall Casino,

Thank you for your response. Can you please confirm that you have made another attempt to disburse the winnings to the BTC wallet/address 13div******WhzCU?

If no, why, and if yes, why was the transfer not successful?

As can be clearly seen and checked on the blockchain, this wallet/address seems to be working normally;

Thus, I would like to understand what issues you have encountered?

Dear Michal,

We are trying once again to the provided address and will be back with an update in the nearest time possible.

Calm regards,

Bethall.com

Dear BetHall Casino,

Any updates, please?

Dear All,

We can confirm that a manual withdraw of the active balance on the customer's account was processed and sent out from our side.

Let us know if anything else is needed!

Best regards,

Bethall.com

Dear BetHall Casino,

Thank you for the update.

Dear Pedrinn,

Please let us know that you have received the funds.

Dear Pedrinn,

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.

Dear all,

I would like to register that my case was successfully concluded and that the amounts due were duly received.

Despite the additional verification steps and the necessary adjustments throughout the process, in the end BetHall demonstrated its commitment to resolving the situation and fulfilling the payment, which reinforces the platform's credibility.

I would like to take this opportunity to point out that there are many Brazilian players who appreciate BetHall, use the site frequently and value, above all, seriousness, correct payment and a willingness to resolve any impasses. Seeing the situation resolved shows that the company recognizes the importance of this audience and maintains a responsible attitude towards players from Brazil as well.

I would also like to thank Casino Guru, whose support was important in keeping the dialog going until the final resolution.

I am pleased with the outcome and wish BetHall continued success, hoping that the positive relationship with Brazilian players will continue to be strengthened.

Prezados(as),

Gostaria de registrar que meu caso foi concluído com sucesso e que os valores devidos foram devidamente recebidos.

Apesar das etapas adicionais de verificação e dos ajustes necessários ao longo do processo, a BetHall demonstrou, ao final, comprometimento em solucionar a situação e cumprir com o pagamento, o que reforça a credibilidade da plataforma.

Aproveito para destacar que há muitos jogadores brasileiros que apreciam a BetHall, utilizam a casa com frequência e valorizam, acima de tudo, seriedade, pagamento correto e disposição para resolver eventuais impasses. Ver a situação resolvida demonstra que a empresa reconhece a importância desse público e mantém uma postura responsável também com jogadores do Brasil.

Agradeço igualmente ao Casino Guru, cujo acompanhamento foi importante para manter o diálogo ativo até a resolução final.

Fico satisfeito com o desfecho e desejo sucesso contínuo à BetHall, esperando que a relação positiva com jogadores brasileiros continue sendo fortalecida.

Dear Pedrinn,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru