Bettyspin Casino - El reintegro del jugador se ha retrasado.

Won 1400

deposited 150

bonus 150

Played and wagered bonus 23/05.

Selfie link done and withdrew 1000€- 23/05.

Uploaded payment methods and it was verified- 23/05.

They asked for Mifinity statement and I gave them the lifetime statement that I requested from Mifinity, They don't want to accept it bcoz the statement does not show the Iban. I cannot give them something that does not exist. See screenshot email messages.

I tried to add screenshots of the emails but I cannot add more than 6. Is there somewhere I can sent then to?

Dear super76sam,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear super76sam, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Does your Mifinity account have a connected bank account or card that could be shown in the account settings or documents?

Can you log in to your Mifinity account and check if there’s any downloadable document or payment receipt that includes more detailed account data (even if not an IBAN)?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hello Dominika, Yes I will send you the emails, Like i said i could not add all the screenshots here as theres a limit. They will answer your questions. Yes I have sent everything asked for in a timely manner. Mifinity does not have that type of document, I have asked.

Dear super76sam, have you managed to explain the situation to the casino or find any solution with them?

No can you help?

Dear super76sam, just to clarify one more thing – have you tried accessing your MiFinity account via the desktop version (on a computer browser) instead of only using the mobile app? Sometimes, certain documents or downloadable statements appear differently, or include more details, such as bank account or card information, when viewed on the desktop site.

It may be worth logging into your MiFinity account from a computer to check if there is any version of a downloadable statement or document that shows more complete data – even if it’s not an IBAN.

Let me know what you find, and feel free to forward any additional screenshots or documents to my email: dominika.l@casino.guru.

Hello could you help I sent this a long time ago.

Thank you very much, super76sam, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello super76sam, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the issues with MiFinity verification. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Bettyspin Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s verification is taking longer than usual and how to rectify the problematic parts? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

I have found another way to communicate with the casino, thus I am adding few days to the timer for them to reply, before closing the case as unresolved.

Hello Matej, the casino have asked me again for the same document that I have sent screenshots of many times, I am unable to get the exact document they want as it does not exist from Mifinity. This is just going in circles with no help from the casino to verify this document .I have also emailed and asked the casino to reset my payment method so I can use another IBAN for verification and payment, yet I have not received a clear answer as to why this has not been done.

Thank you for the details! I have seen this issue before, and usually the casinos that are willing to communicate and resolve the issue, tend to agree to cancel the withdrawal, change the payment method to verify and then transfer the money. Please let me know once you hear back from them, or feel free to CC me into the conversation directly with matej.l@casino.guru if needed, so I can gauge the situation and maybe lend a hand.;)

Hello Matej,

I have forwarded you the last email communication with Betty Spin. Definitely need help with this as its just going in circles with no resolution in sight.

Hello super76sam,

Apologies for the delayed response.

We are pleased to inform you that your account has been fully verified. You may now proceed with requesting a withdrawal to your verified bank account.

Should you have any further questions, please do not hesitate to contact us.

Kind regards,

Bettyspin Casino

Thank you for that, I have made the first withdrawal according to limits. Will inform once I get it.

I would like to thank the Bettyspin Casino team for looking into this matter, which is always much appreciated. :)

Dear super76sam, please let me know once you receive the withdrawal. I will keep this complaint opened, until you confirm all the money have been withdrawn successfully and the issue has been resolved to your satisfaction.

Dear super76sam,

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.

Dear super76sam, could you please confirm whether you received the money and everything has been sorted? Thank you. :)

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.