Betovo Casino - El retiro del jugador se está retrasando.

Hello, I won €1,000 at Betovo, which I now wanted to withdraw. I was told in the chat that my account was verified. However, the payment was declined. Since you can only withdraw €600 per day, I withdrew €600 and then €400 one day later. So, I did everything correctly. Then I was asked to take a selfie with my ID and elbow. I did that, but it was still declined. I'm from Germany. Don't they want to pay? Can someone help me?

Hallo, ich habe 1000 Euro bei Betovo gewonnen, die ich nun auszahlen wollte. Im Chat wurde mir gesagt mein Konto sei verifiziert. Trotzdem wurde die Zahlung abgelehnt. Da man nur 600 Euro pro Tag auszahlen kann, habe ich 600 Euro und 1 Tag später 400 Euro ausgezahlt. Ich habe also alles richtig gemacht. Dann sollte ich 1 Selfie mit Personalausweis und Ellenbogen machen. Habe ich auch gemacht, wurde trotzdem abgelehnt. Ich komme aus Deutschland, wollen die nicht zahlen? Kann mir jemand helfen?

Dear 19mazze88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please provide us with more details?

• What reason did the casino give for declining your payment?
• Has the selfie with your ID been accepted by the casino's relevant department? Have you been asked to provide any additional documents for verification?
• What types of games did you play?
• Which payment method did you choose for your withdrawal? Did you use the same payment method for depositing your money into this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello, thanks for the permission.

I had to upload my bank card, ID, and utility bill. This was accepted, and I was confirmed in the live chat that I was verified. Then, after 7 days, my withdrawal was canceled. When I asked for it, I was told that a selfie with my ID was missing. I did that, but my withdrawal was still canceled. Now I'm trying a third time.

I paid by bank transfer and would like to withdraw to the same account.

In the live chat, I was always confirmed that my documents were correct. Nevertheless, everything was rejected.

I've played casino and sports betting. I don't have any outstanding bonuses. Everything's actually fine. It's just that my withdrawals keep getting declined.

Hallo, danke für die Genehmigung.

Ich habe Bankkarte, Personalausweis, Stromrechnung hochladen müssen, dies wurde akzeptiert und im Live-Chat wurde bestätigt das ich verifiziert bin. Dann nach 7 Tagen wurde meine Auszahlung storniert. Auf Nachfrage wurde mir gesagt es fehle ein Selfie mit Personalausweis. Das habe ich dann auch gemacht, trotzdem wurde meine Auszahlung storniert. Jetzt versuche ich es ein drittes mal.

Ich habe per Banküberweisung gezahlt und auf das gleiche Konto möchte ich auch auszahlen.

Im Live-Chat wurde mir immer bestätigt, dass meine Dokumente korrekt seien. Trotzdem alles abgelehnt.

Ich habe Casino und Sportwetten gespielt. Ich habe keine offenen Boni. Es ist eigentlich alles korrekt. Nur meine Auszahlungen werden ständig abgelehnt.

So, one payout was approved, I am now waiting for the second

Also, eine Auszahlung wurde genehmigt, ich warte jetzt noch auf die zweite

I am glad to hear that your first payout was approved by the casino. Have you received your winnings yet?

Have you received any updates regarding the second withdrawal request you made?

Yes, I received the payout. I still have to wait for the second payout to be approved or not.

Ja die Auszahlung habe ich erhalten. Bei der zweiten Auszahlung muss ich noch warten ob es genehmigt wird oder nicht.

Thank you for letting me know. When exactly did you submit your second withdrawal request?

I requested a withdrawal six days ago, but nothing's happened. The information from live chat is: We're experiencing a high volume of inquiries. We ask for your patience.

Let's see how long it takes.

Ich habe die Auzahlung vor 6 Tagen gestellt, aber es tut sich nichts. Die Info aus dem Live-Chat lautet: Wie haben ein hohes aufkommen an Anfragen. Wir bitten um Geduld.

Mal schauen wie lange es noch dauert.

Thank you for the update. If you have not received your winnings within 14 days of requesting them, please let me know and we will continue the investigation. Thank you for your patience and cooperation.

Now, after 10 days, nothing has happened. When I ask about it, I always get the same answer: "High volume, we've forwarded it to the payout department."

That's not normal.

Jetzt nach 10 Tagen ist immernoch nichts passiert. Auf die Nachfrage von mir bekomme ich immer nur die Antwort: Hohes Aufkommen, wir haben es an die Auszahlungsabteilung geleitet.

Das ist ja nicht normal.

So, on the 11th day, I received my payout. I don't know why it's taking so long, but at least it's not a fake casino or anything like that.

TO EVERYONE: all you need is patience and you will receive the money.

Also nun am 11. Tag hab ich die Auszahlung erhalten. Ich weiß zwar nicht warum das so lange dauert. Aber immerhin ist es kein Fakecasino oder ähnliches.

AN ALLE: ihr braucht nur Geduld dann erhaltet ihr das Geld.

Dear 19mazze88,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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,

Veronika Fritz

Casino.Guru