Betovo Casino - Los retiros de los jugadores se retrasan.

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Dear Call2muck,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you very much for your prompt reply.

Here are my answers to your follow-up questions:

1) Yes - I had previously made successful withdrawals.

2) Yes - the verification of my account is completely complete.

3) The winnings were achieved without an active bonus.

Best regards

Simon

Hallo Kristina,

erst einmal vielen Dank für Ihre rasche Rückmeldung.

hier meine Antworten zu Ihren Rückfragen :

1) Ja - ich hatte zuvor schon erfolgreiche Auszahlungen vorgenommen

2) ja - die Verifizierung meines Kontos ist komplett abgeschlossen

3) Die Gewinne wurden ohne aktiven Bonus erzielt

Viele Grüße

Simon

Thank you for your reply, Call2muck. Could you please let us know the current status of your withdrawal requests — are they shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello Christina,

All outstanding payments have the status "Pending" - meaning "in process".

In the meantime, only one payment has been made (this was dated January 14th).

Subsequently, all other pending withdrawals from Betovo were cancelled with the argument that they would exceed my daily withdrawal limit (since only one withdrawal had now been processed).

As a result, I reapplied for the payments - of course, these now formally have a current date, even though they had actually been open for weeks.

Unfortunately, I am now being told in the chat that the payouts were all requested only recently and are not yet old.

In my opinion, this is simply outrageous because, in fact, not a single payment was processed for a long time; therefore, there would have been enough time to process all payments, even with a daily limit.

Unfortunately, I haven't taken any screenshots of the correspondence with the provider in the chat so far - but since you've now brought it up and it seems to be helping to clarify the case, I will always do this from now on.

Hallo Christina,

die offenen Auszahlungen haben alle den Status „Pending" - also „in Bearbeitung".

Inzwischen wurde 1 einzige Auszahlung nun ausgeführt (diese datierte bereits vom 14. Januar).

daraufhin wurden alle anderen offenen Auszahlungen von Betovo storniert mit dem Argument, dass diese mein tägliches Auszahlungslimit übersteigen würden (da ja 1 einzige Auszahlung nun gebucht wurde).

in der Folge habe ich die Auszahlungen dann neu beantragt - natürlich habe diese nun rein formal ein aktuelles Datum obwohl sie eigentlich schon wochenlang offen waren.

So wird nun mir gegenüber leider auch im Chat argumentiert, dass die Auszahlungen ja alle erst vor kurzem beantragt wurden und noch gar nicht alt wären.

in meinen Augen ist das einfach nur unverschämt weil de facto wurde über eine lange Zeit keine einzige Auszahlung gebucht; insofern wäre genug Zeit gewesen alle Auszahlungen auszuführen auch wenn ein tägliches Limit besteht.

leider habe ich bisher keine Screenshots von der Korrespondenz mit dem Anbieter im Chat gemacht - da Sie es jetzt aber angesprochen haben und bei der Klärung des Falles zu helfen scheint, werde ich dies ab sofort immer tun.

Can you please share a screenshot of your withdrawal history here?

Hello Kristina,

Attached is a screenshot of my original payout history.

Since, as mentioned, my payouts are repeatedly cancelled by the provider and I have to reapply for them, I am also sending you a current screenshot.

Hallo Kristina,

anbei ein Screenshot meiner ursprünglichen Auszahlungshistorie.

da wie erwähnt seitens des Anbieters inzwischen meine Auszahlungen immer wieder storniert werden und ich Sie Neu beantragen muss, sende ich Ihnen ebenfalls einen aktuellen Screenshot.

Dear Call2muck,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala (jean.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Call2muck,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betovo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Another update from me on this: not a single payout has been processed this week either (so far).

When I ask support when the payouts will finally be processed, I only receive the usual excuses, as usual.

Noch ein Update meinerseits hierzu: auch diese Woche wurde (bisher) keine einzige Auszahlung ausgeführt.

wenn ich den Support frage wann denn nun die Auszahlungen endlich gebucht werden, erhalte ich wie üblich nur die üblichen Ausreden.

I received the following information from the provider today: payouts should take a maximum of 7 days. When I asked how it's possible that I've been waiting for my money for weeks, I received no answer.

folgende Auskunft habe ich heute vom Anbieter erhalten: Auszahlungen sollen allerhöchstens 7 Tage dauern. Auf meine Frage wie es dann sein kann, dass ich seit Wochen auf mein Geld warte wurde mir keine Antwort gegeben.

Hello,

Thank you for allowing us to clarify this matter.

We are pleased to confirm that, so far, all withdrawal requests have been reviewed and approved within the daily limits based on the customer’s VIP Level.

We will continue to review any future withdrawal requests according to the applicable Terms and Conditions, ensuring a fair and transparent process for all customers.

We appreciate your understanding and are always available to provide further support if needed.

Best Regards,

Betovo Team

I'm sorry, but could you please give a specific answer?

They state that withdrawals are made within the daily limit of €1,000.

How is it possible that a maximum of 1 payout is made each week (and in some weeks, none at all)?

This means that there are still outstanding payments that originated in January!

This clearly violates the terms and conditions you mentioned.

Tut mir Leid aber können Sie bitte eine konkrete Antwort geben ?

Sie sprechen davon dass Auszahlungen innerhalb des täglichen Limits in Höhe von 1.000€ ausgeführt werden.

wie kann es dann sein dass jede Woche maximal 1 Auszahlung (in manchen Wochen auch keine einzige) ausgeführt wird ?

dies führt dazu, dass aktuell nach wie vor Auszahlungen offen sind, welche originär aus dem Januar sind!

Dies verstößt eindeutig gegen die von Ihnen genannten Geschäftsbedingungen.

Thank you both for your responses.

Dear Betovo Casino,

You have stated that all withdrawal requests from the player have been reviewed. To better understand the current situation, it would be helpful to receive a clearer overview of the progress. Several withdrawals date back to January 14, so an update on which requests have already been processed and which remain pending would provide valuable clarity.

An estimated timeframe for completing the remaining withdrawals would also be appreciated, as this could help ease the player’s concerns.

Thank you in advance for helping us gain a clearer understanding of the current status.

Yes - please specify a concrete timeframe by which all payments will finally be processed.

In fact, not a single payout was carried out in accordance with the applicable terms and conditions - all payouts took longer than expected.

Therefore, I cannot understand why you are not finally making the payments; then the matter would be resolved for both sides.

Ja - bitte nennen Sie einen konkreten zeitrahmen bis wann alle Auszahlungen endlich ausgeführt werden.

de facto wurde keine einzige Auszahlung im Einklang mit den geltenden AGB‘s ausgeführt - alle Auszahlungen haben länger gedauert.

insofern kann ich nicht nachvollziehen wieso Sie nicht endlich die Auszahlungen ausführen, dann wäre die Angelegenheit für beide Seiten gelöst.

Hello, 

Thank you for your message.

Please note that withdrawal requests are reviewed within 72 business hours. This timeframe is in place to ensure that all necessary security checks are thoroughly completed and that funds are processed safely and securely. Kindly be advised that withdrawals are not reviewed during weekends, as this allows us to maintain the level of accuracy and security when processing transactions.

Additionally, we would like to confirm that the oldest pending request remains within the aforementioned review timeframe.

We hope this clarifies this matter! 

Best regards, 

Betovo Team 

Could you please answer some questions specifically? It has been repeatedly emphasized that payments are pending for weeks, and yet you're saying this would still be within the 72-hour timeframe?

Is this supposed to be a joke?

Können Sie einmal konkret auf Fragen antworten ? Es wurde mehrfach betont, dass Auszahlungen wochenlang offen sind und Sie sprechen davon dass dies noch innerhalb der 72-Stunden Frist wäre ?

Soll das ein Witz sein ?

Here is another excerpt of the open payouts: these are funds whose payout has been canceled multiple times by the provider and therefore have a more recent date.

Nevertheless, the 72 hours you mentioned have definitely expired.

In fact, the statement you made is false.

What is the problem with finally disbursing these funds?

hier ein weiterer Ausschnitt der offenen Auszahlungen: das sind Gelder deren Auszahlung seitens des Anbieters mehrfach storniert wurden und deshalb ein neueres Datum aufweisen.

nichtsdestotrotz sind die von Ihnen erwähnten 72 Stunden definitiv abgelaufen.

de facto ist die von Ihnen getroffene Aussage also falsch.

wo liegt das Problem diese Gelder nun endlich auszuzahlen ???

Dear Call2muck,

Thank you for your continued updates.

To help us better understand the current situation, could you please confirm whether any of the withdrawals have been successfully processed since January 14? Please include the dates of successful withdrawals if there are any. Additionally, it would be helpful if you could clarify the current total amount of withdrawals that remain pending at this moment.

Thank you in advance for your cooperation. I look forward to your update.

Dear Betovo Casino,

Thank you for your response.

There appears to be a discrepancy between the information provided and the player’s experience. While you state that withdrawal requests are reviewed within 72 business hours or 9 days and processed according to the applicable limits, the player reports that several withdrawals have effectively been pending since January, partly due to repeated cancellations and resubmissions.

To help clarify the situation and move the case forward, we would appreciate a clearer update regarding the progress of the player’s withdrawals, including how many have already been processed and the expected timeline for the remaining ones.

Your cooperation in providing a clearer overview will help ensure that the matter can be resolved fairly for both parties.

Thank you in advance.

Hello,

Thank you for the opportunity to provide further clarification regarding this matter.

We would like to confirm that all withdrawal requests submitted by the customer within the past month have been processed in accordance with the applicable Terms and Conditions.

Please note that, in order to ensure a smooth and timely processing of withdrawals, requests must respect the applicable daily withdrawal limits. The maximum amount that can be approved per day is determined by the customer's current VIP Level. For this reason, withdrawals exceeding the daily limit cannot be processed.

In this case, the customer submitted withdrawal requests covering almost the entire account balance on the same day, which exceeded the daily limits. Although the customer was informed about the daily limits and processing procedures, this pattern continued. As a result, the withdrawals took longer to complete due to the necessary processing requirements.

We hope this clarifies the matter.

Best Regards,

Betovo Team

All my withdrawals were processed in accordance with the terms and conditions.

Is this supposed to be a bad joke?

Every single payment has exceeded the 72-hour deadline.

And two sentences later you contradict yourself again by saying that the payouts took longer due to the additional processing time.

You should definitely decide on one version of your story 😉

Furthermore: the limit refers to the maximum amount that can be executed per day.

If I am nevertheless able to submit more payment requests, this is not my responsibility.

Rather, you should ask yourself why the respective payout limit was not technically implemented, making higher payouts impossible.

Alle meine Auszahlungen wurden gemäß den Geschäftsbedingungen ausgeführt ?

Soll das ein schlechter Scherz sein ?

Jede einzelne Auszahlung hat die 72 Stunden-Frist überschritten.

Und 2 Sätze später widersprechen Sie sich wieder selbst, indem Sie sagen die Auszahlungen dauerten länger aufgrund der zusätzlichen Bearbeitungszeit.

auf eine Variante Ihrer Geschichte sollten Sie sich dann schon festlegen 😉

zudem: das Limit bezieht sich darauf wie viel maximal pro Tag ausgeführt wird.

wenn ich dennoch mehr Auszahlungsanträge stellen kann, liegt dies nicht in meiner Verantwortung.

vielmehr sollten Sie sich die Frage stellen wieso das jeweilige auszahlugslimit nicht technisch umgesetzt wurde, sodass höhere Auszahlungen gar nicht möglich sind.

Dear Call2muck,

Thank you for your patience throughout this process. I understand how frustrating it must be to deal with repeated delays and cancellations. We’re working to get clarification from the casino so that your remaining withdrawals can be completed smoothly. I appreciate your cooperation.

Dear Betovo Casino Team,

Thank you for your latest updates.

I would like to focus on how the remaining withdrawals can be processed smoothly going forward. You indicated that the main difficulty arises when withdrawal requests exceed the daily withdrawal limits associated with the player’s VIP level and the 72 business hours review needed per withdrawal.

To help both sides avoid further complications, I kindly ask to clarify the following points:

1. What is the exact daily withdrawal limit for the player’s current VIP level?

2. To avoid cancellations, is it permitted for a player to submit multiple withdrawal requests in advance, as long as each request stays within the daily limit?

For example, if the daily limit is €1,000, would it be acceptable to submit:

– €1,000 for today,

– €1,000 for the next day,

– and so on?

3. How many withdrawal requests can be under review simultaneously for a player of this VIP level?

4. What is the most efficient withdrawal schedule (amount per request and frequency) that the player can follow to ensure uninterrupted processing?

Clear guidance on these points will help the player understand how to structure future withdrawal requests in a way that complies fully with the casino's rules and avoids automatic cancellations. It will also provide clarity regarding the expected timeline for completing the remaining pending withdrawals.

Thank you in advance for your cooperation. I look forward to your clarification so we can continue progressing toward a resolution.