Betovo Casino - El jugador aún no ha recibido las ganancias.

I am writing about very unpleasant situation with Betovo casino that has risen many red flags.

Long story short, casino takes very long to process withdrawals and fails to provide valid reason or any information of the process whatsoever.

The main problem is that withdrawals get cancelled. I have won and tried to withdraw 2800 euros, in 700 euro sets once a day, since my DAILY limit is 700. Betovo tells they process withdrawals in 72 hours. The initial deposit was finally processed after more than 90 hours.

The bigger shock was that at the same time, all my other withdrawals were cancelled and when i confronted customer support about this, they said that "Daily" withdrawals only apply until your withdrawal has been processed, which in this case took 4 days. I asked why didnt they leave the other withdrawals pending until they would be closer to their date assuming 72 hours is the approximate timeframe and i did not get an answer. Customer support provides me with nothing but copy paste answers and apologies but nothing concrete happens and i havent received any answers or contacts in my email. In their terms it does not state anywhere that players would be allowed to make withdrawals only after previous one has been processed, quite the contrary, system allows me to make withdrawals and i have still followed the lines, one a day within my daily withdrawal limit.

All this is a sign that Betovo is making withdrawals as hard as possible in order to get players gambling their wins, and going as far as creating rules that do not read anywhere, and that go very hardly against what their site says and implies. I would appreciate help.

Dear player,

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 the 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

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Stay safe.

Dear Thompson,

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.

Dear Thompson,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru