BetPlays Casino - La retirada del jugador se ha retrasado.

The casino hasn't processed my withdrawal for two weeks. I've contacted live support multiple times for assistance.

Das Casino hat seit zwei Wochen meine Auszhlung nicht bearbeitet. Beim Live Support wurde mehrmals um Hilfe gebeten.

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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.

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Dear Baumisbest,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Dear Mr. Tomas,

I can confirm that I have passed the KYC procedure.

I have attached a screenshot.

I received a free bet upon making my deposit. However, the free bet is also shown as completed under the bonus. I've attached a screenshot of the successful KYC verification and the bonus details. In the past, withdrawals were processed within 3 days.

Best regards

Joel ****

Sehr geehrter Herr Tomas,

ich kann Ihnen bestätigen, dass ich das KYC-Verfahren bestanden habe.

Ich habe Ihnen ein Screenshot beigefügt.

Ich hatte bei der Einzahlung eine freie Wette bekommen. Die Frei-Wette ist aber auch unter dem Bonus als abgeschlossen dargestellt Screenshot zum bestandenen KYC-Verfahren und zum Bonus habe ich beigefügt. In der Vergangenheit wurden Auszahlung innerhalb von 3 Tagen durchgeführt

Mit freundlichen Grüßen

Joel ****

Thanks for the detailed explanation.

• Did the casino process your payout since your last post?

Please let me know.

No

Nein

I will close the case as soon as I receive a payout.

Ich werde den Fall schließen, sobald ich eine Auszahlung erhalte

Dear Baumisbest,

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, Endri (endri.k@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,

Tomas

Hello Baumisbest,

My name is Endri, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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

Dear BetPlays 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,

Endri

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Baumisbest,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Endri