Betlive Casino - El retiro del jugador se ha retrasado.

I made the withdrawals many weeks ago and I haven't been paid.

I contact them almost daily via chat, and they tell me "they don't know anything" and to just wait. They don't give me any information about anything.

The account is fully verified.

Hice los retiros hace muchisimas semanas y no me pagan.

Contacto por chat casi a diario y me dicen "que no saben nada" y que simplemente espere. No me dan ninguna información de nada.

La cuenta está totalmente verificada.

Dear lspain096,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Have you made any successful withdrawals before?

No

Could you confirm that you have passed the KYC verification?

Yeah

Did you accumulate your winnings with or without an active bonus?

No bonus

¿Has realizado algún retiro exitoso anteriormente?

No

¿Podrías confirmar que has pasado la verificación KYC?

Sí

¿Acumulaste tus ganancias con o sin bono activo?

Sin bono

Thank you for your reply, lspain096. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Ok, I'll send you the communications with them and the capture with the transfers by email.

ok, os envío por email las comunicaciones con ellos y la captura con las transferencias

I leave you here the screenshot with the withdrawal requests.

As you can see, we see the beginning of April, more than a month ago, and still nothing at all.

it's incredible

os dejo aquí la captura con las solicitudes de retiro.

como veis, vemos los primeros de principios de abril, hace mas de un mes, y todavía nada de nada.

es increible

Thank you very much, lspain096, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello lspain096, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Betlive Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lspain096,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej