Betlive Casino - El jugador cree que el reintegro se ha retrasado.

Hello everyone,

I requested a withdrawal of €850.00 on October 29, 2025. I won this amount in real money, and when I inquired via chat, I only received a vague response telling me to call back at 5:00 PM because the withdrawal list would then be available. After that, I received no further response. I feel like I'm just being strung along and won't receive my withdrawal. I would appreciate it if the Casino Guru team could assist me. I am verified, and I was told the withdrawal would take 48 hours. I request your help.

Hallo zusammen,

ich habe am 29.10.2025 eine Auszahlung in Höhe von 850,00 Euro beantragt. Ich habe die Summe im Echtgeld gewonnen und erhalte bei Rückfrage im Chat lediglich eine vertröstende Antwort, das ich mich um 17:00 Uhr melden solle weil dann die Auszahlungsliste vorhanden sei. Danach erhalte ich keine Antwort mehr. Ich habe das Gefühl ich werde nur vertröstet und werde keine Auszahlung erhalten. Ich würde mich freuen wenn das Casino Guru Team mich unterstützen kann. Verifiziert bin ich und eine Auszahlung wurde mir mit 48 std angepriesen. Ich bitte um Hilfe.

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Dear danieltraw,

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

Okay, I'll wait another 7 days. However, based on the feedback from casino support and online reviews, I can already tell that I won't be getting my money for now. I'm being given the same messages every day. I'll get back to you in 7 days to move this forward.

Best regards

******

In Ordnung, ich werde 7 weitere Tage warten. Jedoch kann ich jetzt schon anhand der Rückmeldungen des Casino Supports und den Erfahrungen im Internet ableiten das ich mein Geld vorerst nicht erhalten werde. Ich werde täglich mit den selben Nachrichten vertröstet. Ich melde mich in 7 Tagen wieder um den Fall voran zu treiben.

Beste Grüße

******

I know we're supposed to wait until Wednesday for the 14-day period to end. However, I'd like to share my experiences with customer support so far.

As I said, the payment has not yet been processed.

I've attached some screenshots of the replies I receive daily. They're always the same vague, platitudes – without any concrete information on when my payment will finally be processed.

I receive the same response every day, that I'll get more details later. However, when I follow up, I don't receive any new information.

I now have the impression that my withdrawal is not being processed for the time being. I hope you can help me and that I still receive my winnings.

I've already deposited three times, won – and still haven't received my money. I find that really disappointing.

I will contact you again after the 14 days have expired, i.e. on Wednesday, to continue the complaint.

Until then, I wish you a nice weekend.

Best regards

******

Ich weiß, dass hier noch bis Mittwoch gewartet wird, bis die 14 Tage vorbei sind. Ich möchte aber schon jetzt meine bisherigen Erfahrungen mit dem Kundensupport teilen.

Wie gesagt, die Auszahlung wurde bislang nicht bearbeitet.

Im Anhang habe ich ein paar Screenshots der Antworten hinzugefügt, die ich täglich erhalte. Es handelt sich immer wieder um die gleichen, vertröstenden Aussagen – ohne konkrete Informationen, wann meine Auszahlung endlich bearbeitet wird.

Ich erhalte jeden Tag die gleichen Antworten, dass ich später mehr Details erhalte. Wenn ich mich dann erneut melde, bekomme ich jedoch keinerlei neue Informationen.

Ich habe mittlerweile den Eindruck, dass meine Auszahlung bis auf Weiteres nicht bearbeitet wird. Ich hoffe, ihr könnt mir weiterhelfen und dass ich meine Gewinne noch erhalte.

Ich habe bereits drei Mal eingezahlt, dann gewonnen – und bekomme mein Geld trotzdem nicht. Das finde ich wirklich enttäuschend.

Ich melde mich nach Ablauf der 14 Tage, also am Mittwoch, erneut, um die Beschwerde weiterzuführen.

Bis dahin wünsche ich ein schönes Wochenende.

Liebe Grüße

******

Dear danieltraw,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello dear Attila,

My withdrawal has still NOT been processed. Every day in the live chat, I receive the same response: they cannot help me and don't know when the withdrawal will be processed. I find this very disappointing, as it drives players away. I've made three deposits on the site and would now like to receive my withdrawal of €850.00.

Kind regards and thank you

******

Hallo lieber Attila,

meine Auszahlung ist unverändert NICHT ausgezahlt. Ich erhalte jeden Tag im Live Chat die gleichen Antworten das mir nicht weitergeholfen werden kann und sie nicht wüssten wann eine Auszahlung stattfindet. Ich finde das sehr schade, da man hiermit doch die Spieler vertreibt. Ich habe auf der Seite 3 Einzahlungen geleistet und hätte nun doch gerne meine Auszahlung in Höhe von 850,00€.

liebe Grüße und danke

******

As you can see, my payout is still untouched... unfortunately.

Hier wie man sehen kann, ist meine Auszahlung immer noch unberührt... leider.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear danieltraw,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila