Betovo Casino - Los retiros de los jugadores se retrasan.

Hello,

I currently have 8 open withdrawals with the provider Betovo, totaling €8,000.

Some of the payments date back to January 14th.

When I ask when I will finally receive my money, I am either told that there is currently such a high volume of payouts, or I often receive no response at all for days.

My point that the terms and conditions stipulate a 72-hour deadline for payouts is also completely ignored.

Hallo,

ich habe beim Anbieter Betovo inzwischen 8 offene Auszahlungen, welche sich ingesamt auf 8.000 € belaufen.

Teilweise reichen die Auszahlungen bis zum 14. Januar zurück.

Wenn ich nachfrage wann ich endlich mein Geld erhalte, wird mir entweder gesagt es sei aktuell ein so hohes Aufkommen an Auszahlungen oder mir wird oftmals tagelang überhaupt nicht mehr geantwort.

Auch wird mein Hinweis, dass in den AGB`````´´s eine Frist von 72 Stunden für Auszahlungen festgehalten ist komplett ignoriert.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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, Jean (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 Jean 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,

Jean

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.

Here is another recent example:

I submitted withdrawal requests on 3 different days.

This morning, one payout will be processed and all others will be cancelled.

In fact, I can never "reach" the daily limit of €1,000 that you mentioned, because you keep canceling all pending withdrawals.

Therefore, your statement is completely untrue.

Please finally abide by your own rules and process my payments.

Hier ein weiteres aktuelles Beispiel:

ich hatte Auszahlungen an 3 unterschiedlichen Tagen eingereicht.

heute Morgen wird 1 Auszahlung ausgeführt und alle anderen storniert.

De Facto kann ich so niemals das von ihnen erwähnte tägliche Limit von 1.000€ „ereichen", weil Sie immer wieder alle offenen Auszahlungen stornieren.

somit ist Ihre Aussage inhaltlich vollkommen unwahr.

bitte halten Sie sich endlich an ihre eigenen Regeln und führen meine Auszahlungen durch.

Hello,

Thank you for the opportunity to clarify this matter.

Please note that the current daily withdrawal limit applicable to the customer is EUR 1,000. To ensure a smooth withdrawal process, requests should be submitted on a daily basis, in line with this limit.

We are pleased to inform you that a withdrawal request has been processed today, and the funds should have already reached your account.

We would also like to inform you that there is currently one pending withdrawal request, which remains within the standard 72 business hours processing timeframe. This request will be reviewed accordingly.

Thank you for your understanding and patience throughout this process.

Best regards,

Betovo Team

I really don't understand why you can't answer a question specifically even just once.

Jean asked you several very specific questions and you didn't answer a single one of them.

What is so difficult about giving a constructive answer or finding a solution?

Ich verstehe wirklich nicht wieso Sie nicht 1 einziges Mal auf eine Frage konkret antworten können.

Jean hatte Ihnen mehrere sehr konkrete Fragen gestellt und Sie beantworten keine einzige davon.

was ist so schwierig daran eine konstruktive Antwort zu geben bzw. Lösung zu finden ?

Dear Betovo Casino,

Thank you for your recent clarifications. To ensure we fully understand your position, here is a summary of the information you have provided:

– The player’s daily withdrawal limit is €1,000, based on their current VIP level.

– To avoid complications, withdrawals should be submitted ONE per day, so one withdrawal of €1,000.

– When several requests are sent close together or exceed this limit, the system may cancel them, which contributes to the delays.

– You confirm that one withdrawal was successfully processed recently, and that one further request remains pending, still within the 72 business hours or 9 days review period.

Please let us know if this summary accurately reflects your position so that we can proceed effectively.

Also, could you please tell me more about a few details.

1. Is the 72 business hours processing time written in your terms and conditions or in other pages of your site?
2. Is the 72 business hours apply to all payment methods?

Thank you for your cooperation.

Dear Call2muck,

Thank you for your patience throughout this process.

To help us move forward, could you please let us know whether any withdrawals have been successfully processed over the past week? Even a brief update on the amounts and dates would be very helpful.

Can you also tell me what payment method you used for processing withdrawals?

Thank you again for staying engaged. We’re committed to supporting you until this situation is resolved.

Hello Jean,

I use "bank transfer" as my payment method.

Apart from that, I'm really annoyed.

One payout was processed today:

It is clearly visible on the screenshot that I requested exactly one single withdrawal each day - and thus remained within the daily limit of €1,000.

Nevertheless, all other 3 payouts have now been cancelled.

I now have to reapply for this and the 72-hour deadline starts again from the beginning.

This completely contradicts the facts described by the casino employee and results in further delays to payouts.

Hallo Jean,

ich nutze „Bank-Transfer" als zahlungsmethode.

abgesehen davon bin ich wirklich verärgert.

heute wurde 1 Auszahlung durchgeführt:

es ist auf dem Screenshot eindeutig erkennbar, dass ich jeden Tag genau eine einzige Auszahlung beantragt habe - und somit innerhalb des täglichen Limits von 1.000€ geblieben bin.

trotzdem wurden alle anderen 3 Auszahlungen nun storniert.

diese muss ich nun neu beantragen und die Frist von 72 Stunden beginnt natürlich von vorne.

dies widerspricht komplett den Tatsachen die der Mitarbeiter des Casinos hier beschrieben hat und führt jeweils dazu, dass sich die Auszahlungen noch länger nach hinten verschieben.

Another update from me: exactly 1 of these payouts was processed this week.

They repeatedly state that payouts are processed within 72 hours.

According to this logic, all four should have been paid out.

Please explain specifically why these payments were not processed within the specified timeframe again.

noch ein Update meinerseits: von diesen Auszahlungen wurde diese Woche genau 1 ausgeführt.

sie erzählen zum wiederholten Male dass Auszahlungen innerhalb von 72 Stunden ausgeführt werden.

nach dieser Logik hätten alle 4 ausgezahlt werden müssen.

bitte erläutern Sie konkret wieso diese Auszahlungen schon wieder nicht innerhalb der festgelegten Frist ausgeführt wurden ???

Hello,

All withdrawal requests are reviewed in accordance with the Terms & Conditions agreed upon at registration, including the specified timeframes and any guidelines related to different payment methods.

Any future requests will continue to be reviewed under these terms to maintain fairness and consistency across all accounts.

If you have any concerns or need clarification, we’re always happy to assist.

Best Regards,

Betovo Team

Your answers make absolutely no sense.

Very specific questions were asked and examples provided - instead of answering them, you just keep repeating your standard answers via copy & paste, which demonstrably do not correspond to the truth.

Thank you so much for the constructive cooperation 😊

Ihre Antworten ergeben wirklich absolut keinen Sinn.

es wurden sehr konkrete Fragen gestellt und Beispiele geliefert - anstatt diese zu beantworten wiederholen Sie nur immer wieder per copy&paste ihre Standard-Antworten, die nachweislich auch noch nicht der Wahrheit entsprechen.

vielen Dank für die konstruktive Zusammenarbeit 😊

Dear Betovo Casino Team,

After reviewing the information published in your Terms & Conditions, it appears there is a strong basis for requesting that the player’s withdrawals be processed at a faster and more consistent pace.

1. Weekly withdrawal limits based on VIP level

According to Section 8.2 of your Terms & Conditions:

• Level 1 & 2: €3,500 weekly
• Level 3 & 4: €5,000 weekly

Even the lower VIP levels are entitled to a maximum withdrawal amount of €3,500 per week.

The player, who is reported to be at VIP Level 3 or 4, is therefore contractually entitled to €5,000 per week.

However, the player has been receiving only €1,000 per week, which is significantly below both:

• the limit set for their VIP level, and
• the limit set even for lower VIP levels.

Given this clear difference, we kindly request that the casino adjust the withdrawal pace so the player can receive at least the minimum weekly limit stated in your Terms & Conditions—€3,500 at the very least, and ideally €5,000 as specified for VIP Level 3/4.

2. Processing timeframe

Your Terms & Conditions also state:

• Section 8.5: withdrawals aim to be approved within 72 hours
• Section 8.6: maximum processing time is 7 business days

Since multiple withdrawals have remained unresolved far longer than this—primarily due to repeated cancellations—it would be greatly beneficial for both sides if the remaining withdrawals could now be processed more efficiently and in line with these published timelines.

I kindly request that future withdrawals be allowed to progress without repeated cancellations, so that the player can realistically reach their weekly withdrawal limit according to their VIP level.

Hello,

We are pleased to inform you that the oldest withdrawal requests have now been reviewed and approved.

The remaining requests are still within the standard review timeframe and will be processed accordingly. Additionally, please note that some of the most recent requests exceeded the daily limit as they were submitted on the same day. For a smoother and faster process, we advise the customer to stick to the daily limits.

Thank you for your understanding. We hope this clarifies the situation.

Best regards,

Betovo Team

I'm sorry, but I can only interpret the casino's responses as indicating a complete lack of interest in finding a mutually acceptable solution.

Once again, very specific and meaningful questions were asked – all of which were simply ignored.

Instead, once again, a contentless standard text is simply replied here.

The situation has not changed at all: payouts are constantly being cancelled by the casino, which is why the deadlines then start all over again.

According to the terms and conditions, I have a weekly withdrawal limit of €5,000.

In practice, each payout takes 72 hours; during processing, all other pending payouts are cancelled.

Since there are a maximum of 5 working days per week and I have to request the payout again each time, and consequently the 72 hours start all over again, I can logically never reach the weekly payout limit.

In my opinion, this constitutes a clear violation of the terms and conditions.

Es tut mir Leid aber ich kann die Antworten des Casinos nur so deuten, dass keinerlei Interesse besteht eine für beide Seiten akzeptable Lösung zu finden.

zum wiederholten Male wurden sehr konkrete und sinnvolle Fragen gestellt - welche alle einfach ignoriert werden.

Stattdessen wird zum wiederholten Male einfach ein inhaltloser Standard-Text hier geantwortet.

an der Situation hat sich überhaupt nichts geändert: Auszahlungen werden ständig seitens des Casinos storniert, weshalb die Fristen dann von vorne beginnen.

Laut den Geschäftsbedingungen habe ich ein wöchentliches Auszahlungslimit in Höhe von 5.000€.

in der Praxis dauert jede Auszahlung 72 Stunden; im Zuge der Bearbeitung werden jeweils alle anderen offenen Auszahlungen storniert.

da jede Woche maximal 5 Arbeitstage und ich die Auszahlung dann von neuem beantragen muss und folglich die 72 Stunden von vorne beginnen, kann ich logischerweise niemals das wöchentliche Auszahlungslimit erreichen.

Dies stellt in meinen Augen einen eindeutigen Verstoß gegen die Geschäftsbedingungen dar.

To clarify, do you mean one payout of €1000 is being processed per week?

Correct - that's how the casino handles payout limits.

In a few exceptional cases, 2 payments per week are processed (i.e. a total of €2,000).

However, due to the cancellations that occur, I can never even come close to reaching the payout limit stipulated in the terms and conditions.

Korrekt - so handhabt das Casino die Auszahlungslimits.

in wenigen Ausnahmefällen werden auch 2 Auszahlungen pro Woche bearbeitet (also ingesamt 2.000€).

Jedoch kann ich das Auszahlungslimit was in den Geschäftsbedingungen festgelegt ist durch die jeweils stattfindenden Stornierungen nie auch nur ansatzweise erreichen.

Hello,

We would like to inform you that there are currently only two requests in pending status.

Additionally, for the current week, three requests have already been approved.

We hope this clarifies the situation, and we remain committed to resolving this matter while ensuring a smooth and user-friendly experience.

Best regards,

Betovo Team

No, that doesn't clarify the situation.

Once again, you haven't answered a single question – how is the situation supposed to be resolved like this???

Here is further evidence that the terms and conditions are still being violated and payouts are not being processed within 72 hours as stipulated.

What is their reasoning for this?

Nein das klärt die Situation nicht.

Zum wiederholten Male beantworten Sie keine einzige gestellte Frage - wie soll sich so die Situation klären ???

hier ein weiterer Beleg dafür, dass nach wie vor gegen die Geschäftsbedingungen verstoßen wird und Auszahlungen nicht wie festgelegt innerhalb von 72 Stunden bearbeitet werden.

was ist ihre Begründung hierfür ?

Hello, 

We would like to emphasize that the most recent withdrawals were made within the last 24 hours, following the prior review and approval of all earlier requests.

Further requests will be reviewed accordingly. 

Best regards, 

Betovo Team 

It's simply ridiculous how you haven't answered a single question in weeks.

Each time you write some random text taken out of context, ignore every single question and demonstrably make untruths.

As of today, my payments are being cancelled with the claim that my identity needs to be verified.

Is this a joke? I've submitted these documents multiple times already, and now after all this time you're suddenly requesting them again???

This is just another attempt to delay payouts and a further violation of their terms and conditions!!!

Es ist einfach nur noch lächerlich wie Sie seit Wochen keine einzige Frage beantworten.

jedes Mal schreiben Sie hier nur irgendeinen aus dem Zusammenhang gerissenen Text, ignorieren jede einzelne Frage und behaupten nachweislich Unwahrheiten.

seit heute werden nun meine Auszahlungen storniert mit der Behauptung man müsse meine Identität überprüfen.

soll das ein Witz sein ? Ich habe diese Dokumente schon mehrfach eingereicht und nun nach all der Zeit verlangen Sie diese plötzlich erneut ???

dies ist nur ein weiterer Versuch die Auszahlungen hinauszuzögern und verstoßen erneut gegen ihre Geschäftsbedingungen!!!

Since (as is unfortunately common) payouts have been cancelled repeatedly without reason, I currently have 7 pending payouts again.

The casino has once again failed to meet the 72-hour deadline!

I really can't understand why people can't just stick to their own rules to finally resolve the matter for both sides.

da nun (wie leider üblich) Auszahlungen zum wiederholten Male ohne Grund storniert wurden, habe ich inzwischen aktuell wieder 7 offene Auszahlungen.

die vom Casino genannte Frist von 72 Stunden wird erneut nicht eingehalten!

Ich kann wirklich nicht mehr nachvollziehen wieso man sich nicht einfach an seine eigenen Regeln hält um die Angelegenheit endlich für beide Seiten zu lösen.

Dear Betovo Casino,

Based on the information provided, it appears that the player’s withdrawals continue to experience significant delays, with several requests pending far beyond the stated 72 business hours review window. In addition, the repeated cancellations and forced resubmissions have reset the timestamps of older withdrawals, making it difficult for the player to receive funds that have effectively been pending since January.

Given that the withdrawal process has already taken a considerable amount of time, we would kindly request that the player’s withdrawals be prioritized and processed more promptly, so that they follow your stated weekly withdrawal as outlined in your terms and conditions.

If the process won't improve, the limits will be set accordingly, which might influence the safety index in your casino in a negative way.

Dear Call2muck,

Could you please confirm the current total amount of withdrawals that remain pending, and specify how much it has decreased from the original €8,000?

Thank you.

Good morning,

I wanted to give a brief update on this:

For over a week, not a single payout has been processed - instead, as usual, only cancellations of payouts have been made.

We cannot continue like this – because this will not resolve the matter!

Guten Morgen,

ich wollte hierzu noch ein kurzes Update geben:

seit über einer Woche wurde keine einzige Auszahlung bearbeitet - stattdessen wurden wie gewohnt nur Stornierungen von Auszahlungen vorgenommen.

So können wir nicht weitermachen - denn so wird die Angelegenheit sich nicht lösen lassen!

Good morning,

Attached are two screenshots from conversations with support, in which it was explicitly confirmed to me that the maximum processing time for payouts may be 72 hours.

Unfortunately, this limit is now being significantly exceeded - not a single payment has been processed for 10 days!

Guten Morgen,

anbei noch 2 Screenshots aus Gesprächen mit dem Support, in denen mir jeweils explizit bestätigt wird, dass die maximale Frist für Auszahlungen 72 Stunden betragen darf.

Leider wird dies nun aktuell deutlich überschritten - seit inzwischen 10 Tagen wurde keine einzige Auszahlung bearbeitet !

Additionally, I would like to point out that the casino's terms and conditions explicitly state that any payouts may take a maximum of 7 working days (see screenshot).

This deadline has already been significantly exceeded in my case.

I have contacted the casino's live chat, support, and complaints department regarding this matter.

My question is completely ignored on all channels; I simply receive no answer.

Ergänzend möchte ich noch darauf hinweisen, dass in den Geschäftsbedingungen des Casinos explizit geregelt ist, dass jegliche Auszahlungen maximal 7 Arbeitstage in Anspruch nehmen dürfen (siehe Screenshot).

diese Frist ist in Bezug auf mich auch bereits deutlich überschritten.

ich habe diesbezüglich sowohl den Live-Chat, den Support als auch die Beschwerdestelle des Casinos kontaktiert.

auf allen Kanälen wird meine Frage komplett ignoriert indem mir einfach nicht geantwortet wird.

Dear Casino Guru Team,

Could you please ask the casino for a statement or a solution?

I don't want to continue like this, where not a single payout has been processed for weeks and I haven't received any answers or information from the casino.

Liebes Casino Guru-Team,

könnten Sie das Casino bitte zu einem Statement bzw. Einer Lösung auffordern ?

Ich möchte so nicht weitermachen, dass seit Wochen nun keine einzige Auszahlung mehr ausgeführt wird und mir auch seitens des Casinos keinerlei Antworten bzw. Informationen zukommen.

Good morning,

I wanted to give you an update. The attached screenshot shows my withdrawal requests.

This morning The Oldest (April 22nd) was carried out.

All the others were once again cancelled without comment.

Point 1: there was a clear violation of the maximum permitted duration for withdrawals according to the terms and conditions.

Point 2: I then asked in the live chat why all the other 7 payouts had been cancelled.

I was informed that the daily limit of €1,000 refers to the day on which the payment department checks – meaning, according to this logic, I could only request a new withdrawal once the old one has been approved.

The withdrawal processed today took 10 days - according to the casino's logic, I could therefore make a maximum of 3 withdrawals per month (equivalent to €3,000).

And this is despite the fact that my monthly payout limit is €20,000 according to the terms and conditions.

I'm sorry, but I can't put it any other way than that the casino is completely inventing its own rules and completely ignoring the deadlines and amounts stipulated in the terms and conditions.

Guten Morgen,

ich wollte Sie nochmals auf dem neuesten Stand halten. Im angehängten Screenshot sehen Sie meine Auszahlungs-Anträge.

Heute morgen wurde nun Die Älteste (22.April) ausgeführt.

alle anderen wurden wieder einmal kommentarlos storniert.

Punkt 1: es wurde eindeutig gegen die laut Geschäftsbedingungen maximal erlaubte Dauer für Auszahlungen verstoßen

punkt 2: ich habe dann im Live-Chat nachgefragt wieso alle anderen 7 Auszahlungen storniert wurden.

man hat mir mitgeteilt, dass das tägliche Limit von 1.000€ sich auf den Tag bezieht an dem die zahlungsabteilung überprüft - d.h. Nach dieser Logik könnte ich immer erst eine neue Auszahlung beantragen wenn die alte genehmigt wurde.

die heute ausgeführte Auszahlung hat 10 Tage gedauert - nach der Logik des Casinos könnte ich pro Monat also maximal 3 Auszahlungen (entspricht 3.000€) ausführen.

und das obwohl mein monatliches Auszahlungslimit laut den Geschäftsbedingungen 20.000€ beträgt.

es tut mir Leid aber ich kann es nicht anders formulieren als dass das Casino hier komplett eigene Regeln erfindet und die festgehalten Fristen und Beträge laut allgemeinen Geschäftsbedingungen komplett ignoriert.

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 Call2muck,

Please confirm the total amount of withdrawals still pending from the original €8,000 at the time this complaint was opened.

If available, kindly upload a screenshot of your withdrawal history directly in this thread so we can review the number of successful payouts issued per week and per month.

Thank you in advance.

There is currently €5,000 still outstanding.

Here is a screenshot of my requested payouts:

I made sure that there were more than 24 hours between each individual payout (since the daily limit is €1,000 according to the terms and conditions).

Nevertheless, the oldest payment was processed this morning and all other 4 were cancelled.

Aktuell sind noch 5.000€ offen.

hier ein Screenshot meiner beantragten auszahlungen:

ich habe genau darauf geachtet, dass zwischen jeder einzelnen Auszahlung mehr als 24 Stunden (da laut Geschäftsbedingungen das tägliche Limit bei 1.000€ liegt).

dennoch wurde nun heute Morgen die älteste Auszahlung ausgeführt und alle anderen 4 storniert.

Hello,

We are pleased to inform you that a withdrawal request was approved today. We will continue reviewing the remaining requests in queue order, in accordance with the timeframes outlined in the Terms & Conditions.

Best regards,

Betovo Team

I have already provided evidence, using various screenshots, that some payouts were not processed for 10 days or longer.

How can you then claim that the applications are processed within the timeframes stipulated in the terms and conditions?

Ich habe doch anhand verschiedener Screenshot belegt, dass die Auszahlungen teilweise 10 Tage und länger nicht bearbeitet wurden.

Wie kommen Sie dann dazu zu behaupten, dass die Anträge innerhalb der in den Geschäftsbedingungen festgelegten Fristen bearbeitet werden ???

Dear Call2muck,

To proceed, I need a complete overview of all your withdrawal transactions since February 2026. Could you please upload a screenshot of your full withdrawal history showing every withdrawal request (pending, cancelled, successful)? This is important so we can review the number of successful payouts issued per week and per month.

Once received, I will review the details and follow up accordingly.

Dear Jean,

Unfortunately, the provider's system only allows me to view payouts for the current month and thus take a screenshot.

However, I have already demonstrated with various screenshots over the past weeks and months that the provider sometimes processes payouts significantly slower than stated in the terms and conditions.

Therefore, please urge the provider once again to finally fulfill their obligations under the terms and conditions.

Liebe Jean,

leider lässt das System des Anbieters nur zu, dass ich Auszahlungen für den jeweils aktuellen Monat betrachten und somit einen Screenshot anfertigen kann.

jedoch hatte ich ja anhand diverser Screenshots in den vergangenen Wochen und Monaten belegt, dass der Anbieter teilweise deutlich langsamer Auszahlungen ausführt als es in den Geschäftsbedingungen festgehalten ist.

bitte fordern Sie den Anbieter daher erneut auf endlich seinen Verpflichtungen gemäß Geschäftsbedingungen nachzukommen.

Here is further recent evidence that the 72-hour period stated in the terms and conditions is never adhered to.

The support team gives me some excuses as justification, which are definitely not stated anywhere in the terms and conditions.

Hier ein weiterer aktueller Beleg, dass die in den Geschäftsbedingungen aufgeführten 72 Stunden nie eingehalten werden.

als Begründung werden mir vom Support irgendwelche Ausreden erzählt, die so in den Geschäftsbedingungen definitiv nirgendwo festgehalten sind.

Dear Call2muck,

You have been sending screenshots of your active withdrawals and not successful withdrawals so we have no proof of the withdrawals' processing times.

If you have the withdrawal history for the current month, then please post a screenshot. Thank you in advance.

Dear Betovo Casino,

Would you be able to help with this? You can send the player's withdrawal history (preferably from February to the present date) to my email jean.s@casino.guru. Thank you in advance for your assistance.

Hello,

Please review the latest reply to your communication.

Should you require any further information, please do not hesitate to contact us.

Best regards,

Betovo Team

What kind of response is that from the casino? They seem completely unwilling to cooperate.

Now I can only go back to May 21st in the history - I don't understand why.

The corresponding screenshot is attached - it clearly shows how often the casino unlawfully cancels payouts without any justifiable reason.

Was ist das Bitteschön für eine Antwort des Casinos ? Die Kooperationsbereitschaft ist scheinbar absolut nicht vorhanden.

Inzwischen kann ich nur noch bis zum 21. Mai zurückgehen in der Historie - wieso erschließt sich mir nicht.

den entsprechenden Screenshot finden Sie anbei - hierauf ist gut zu erkennen wie oft das Casino widerrechtlich einfach Auszahlungen ohne nachvollziehbaren Grund storniert.

The payout shown in the screenshot from May 24th has also not yet been processed - the casino's promised 72-hour deadline has once again not been met!

Die im Screenshot ersichtliche Auszahlung vom 24. Mai wurde übrigens auch noch nicht bearbeitet - die vom Casino versprochene Frist von 72 Stunden wurde also erneut nicht eingehalten !

Hello Call2muck,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the information.

In terms of content, nothing has changed in the meantime: payouts are still not being made within the timeframe stipulated in the terms and conditions.

Furthermore, withdrawals are being cancelled constantly, which also violates the terms and conditions!

Vielen Dank für den Hinweis.

inhaltlich hat sich in der Zwischenzeit nichts geändert: Auszahlungen werden jeweils nicht innerhalb der in den Geschäftsbedingungen festgelegten Frist ausgezahlt.

Zudem erfolgen pausenlos Stornierungen von Auszahlungen, was ebenfalls gegen die Geschäftsbedingungen verstößt!

Hello Jean,

Were you able to contact the casino again?

There has still been no improvement regarding the duration of payouts.

Hallo Jean,

konnten Sie nochmals mit dem Casino in Kontakt treten ?

es hat sich nach wie vor keine Verbesserung hinsichtlich der Dauer der Auszahlungen ergeben.

Dear Call2muck,

Thank you for your patience and for the detailed information you have provided throughout this complaint process.

After reviewing the evidence submitted by the casino, including your withdrawal history from February onwards, we can see that a substantial number of withdrawals have in fact been successfully processed. According to the records provided, you have received more than €32,000 in withdrawals since February, with approximately €12,000 paid during March and a further €11,600 during April.

Based on the available evidence, most successful withdrawals appear to have been processed within approximately 4 days. In cases where the processing time reached 4 days, weekends were often included, which is generally understandable. It is also important to distinguish between the casino approving a withdrawal and the funds arriving in your bank account. Since you are using bank transfer as your withdrawal method, the banking system itself may require an additional 1–5 business days to complete the transaction, particularly for international transfers. As a result, there can be a delay between the withdrawal being approved and the funds appearing in your bank account.

We also reviewed your concerns regarding the repeated cancellation of withdrawal requests. While we understand why this has been frustrating, the casino has consistently denied manually cancelling withdrawals and maintains that issues arise when multiple requests are submitted simultaneously or exceed system limitations. Although we cannot independently verify the exact reason for every cancellation, it may be beneficial to submit only one withdrawal request of €1,000 per day going forward. If the cancellations are system-related, this approach may help avoid further interruptions.

Additionally, I would like to mention that at Casino Guru, we generally advise players to wait at least 14 days after submitting a withdrawal request before filing a complaint, as withdrawal processing delays of this nature are relatively common within the online gambling industry, particularly when bank transfers are involved.

While we understand that the withdrawal process has not always been as smooth as expected, the evidence demonstrates a consistent pattern of successful payments and a monthly withdrawal volume that we consider acceptable. Most importantly, the original subject of this complaint—the pending withdrawals totaling €8,000—has now been paid.

For these reasons, and as the funds that were the subject of this complaint have been received, we will proceed with closing the complaint accordingly. Thank you for your understanding. I am sorry we could not be of more help on this occasion.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Jean