BetPlays Casino - La retirada del jugador se ha retrasado.

I am submitting a complaint regarding a delayed withdrawal from my Betplays sportsbook account.

I requested a $2310 Interac e-transfer withdrawal on march 23. According to Betplays’ stated terms, withdrawals via e-transfer should be processed within 3–5 business days. However, my withdrawal has now been pending for over 14 business days with no confirmed processing date.

I have contacted support multiple times daily and escalated the issue via email. The only responses I have received are generic and do not provide any meaningful update, including statements such as:

"forwarded to a specialist"

"under internal review for safety"

"queued for processing"

No specific reason for the delay has been provided, and I have not been asked to submit any additional documents.

My account is fully verified and has been for years. I have completed all wagering requirements associated with my activity. I have not used a VPN, do not have multiple accounts, and have consistently used Interac e-transfer for transactions.

Despite complying fully with the platform’s terms, my withdrawal remains pending well beyond the stated timeframe with no clear explanation.

At this stage, I am requesting:

Immediate processing of my $2310 withdrawal, or

A clear explanation for the delay along with a confirmed processing date

Screenshots of my withdrawal request and communication with support are available upon request.

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 Chrisrob04,

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?
• Could you please let us know the current status of your withdrawal request — is it 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.
• 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

I have made one successful withdrawal in September 2024

it is pending. I have attached a screenshot of my withdrawal history

yes some of the winnings were accrued using a bonus. But all wagering requirements were met. I have attached a screenshot of the bonus email used

Thank you very much for your reply, Chrisrob04. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Chrisrob04,

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,
Kristina
Casino.Guru