Betunlim Casino - La cuenta del jugador está bloqueada sin una decisión.

Hello,

I would like to submit a complaint regarding the handling of my account at BetUnlim Casino. On June 27th, I was asked to complete a video verification. I fully cooperated and answered to the best of my ability. However, my account had already been temporarily blocked even before the verification, and I have not received any decision since.

I am still waiting for a response from the casino and I sincerely hope that the decision will be fair. I am not making accusations – I simply want to protect myself in case of an unjust outcome.

I would like to emphasize that:

I have always played fairly.

I have not used any bonuses.

I have not used a VPN.

The account is registered in my name.

I have followed all the casino’s terms and conditions.

I have all necessary screenshots, including game history and evidence of fair play.

On June 16th, 2025, I won €11,912 while playing Nolimit Whacked!, and my total balance afterwards was €13,166.67.

This situation is causing me a lot of stress, as my account remains blocked and the amount involved is significant to me.

I know that CasinoGuru helps protect players, so I am reaching out for your support and assistance in ensuring this case is handled fairly.

Thank you in advance for your time and help.

Dear robke,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing. To better understand the situation and assist you effectively, could you please provide more details by answering the following questions:

• What specific reason was given for the temporary blocking of your account?
• Have you received any communication from the casino since your video verification on June 27th?
• What questions were you asked during the video call with the casino?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thank you for your message. Here are my answers to your questions:

My account was temporarily blocked because I had not yet passed full KYC verification.

After the video verification on June 27th, I contacted the casino myself. They replied that the decision would be made within 14 days, but I have not received any update yet.

During the video call, I was asked the following questions:

When was the account created?

They asked me to show my passport.

What games do I play?

Do I know what Pragmatic Play is?

What is my current balance?

What is the biggest win I had?

Was the account created by me personally?

How did I find out about BetUnlim?

I played slot games only. Most of my gameplay was on Nolimit City slots, and this is where I also had my biggest win.

Please let me know if you need any additional information. I appreciate your help very much.

Hello,

I just wanted to kindly ask if there are any updates regarding my case.

Betunlim still hasn’t contacted me after the video verification, and I haven’t received any news from them.

Thank you in advance for your help.

Thank you for your response. Before we proceed with the investigation, please forward all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronika,

I have sent you the requested communication with Betunlim to your email address.

If you need anything else or further documents, please let me know.

Thank you for your help.

Best regards,

Roberta

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

Thank you again for your help. I just wanted to let you know that tomorrow the 14-day deadline given by the casino will come to an end, but I still haven’t received any response from them.

Please let me know if there are any updates.

Best regards,

Roberta

Dear robke,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betunlim Casino representative to join this conversation and participate in resolving this complaint.

Dear Betunlim Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello. The results of the video conference can be provided to the client within 14 working days after the video conference. Please wait for the verification to complete.

I thought I would receive the results within 14 days, but now I realize it’s 14 business days, so the deadline will end next week.

If you need any additional documents, I will be happy to provide everything that is required.

Dear Betunlim Casino,

Could you please state if the player has passed the verification? Is there anything else that the player needs to provide you with?

I'll be awaiting your reply.

Hello. Verification has been successfully completed. The account was unblocked on 12.07.2025

Dear Robke,

Could you please state whether you were able to withdraw the funds from the casino?

I'll be awaiting your reply.

Hello, thank you to Casino Guru and Betunlim for the fair decision regarding the withdrawal. I have submitted a €1000 withdrawal request, as it says the limit has been reached for now. I will wait for the €1000 to be processed 🙂

Dear Robke,

Which payment method are you using to withdraw your funds? Are you satisfied with the solution that you will withdraw the funds in 1000€ instalments? You can also try to withdraw your funds via cryptocurrency, as it has a higher withdrawal limit.

I'll be awaiting your reply.

Hello, I would like to withdraw the full amount at once, but I’m not allowed to do so. I requested the withdrawal to my crypto account, but I still haven’t received the funds.

I asked if they can increase the limit.

Dear Betunlim Casino,

Could you please comment on the situation? Why is the player unable to withdraw more than 1000€ using the crypto withdrawal option?

I'll be awaiting your reply.

Hi. 6.17 WITHDRAWAL LIMITATIONS:

BETUNLIM reserves the right to limit the number of payout requests and/or the amount of such requests for individual players.

Dear robke,

Have you received any payments so far?

I'll be awaiting your reply.

Hello, two withdrawals have been received, and I’m currently waiting for the third one. However, the processing times are very long — each withdrawal takes about 3 days to be completed.

Dear robke,

Have you received any additional payments from the casino?

I'll be awaiting your reply.

Dear robke,

Thank you for your response and the information you have provided.

Please let me know as soon as you receive any additional payment.

I'll be awaiting your reply.

I will definitely inform you, but the withdrawal might take up to 7 days as they claim. For amounts over €1000, the withdrawal can take up to 7 days.

Dear Betunlim Casino,

We appreciate your cooperation with the player's withdrawal process. Although the payments are processed promptly, is there any chance to speed up the processing of the payments above 1000€?

I'll be awaiting your reply.

Hello, I received another withdrawal from Betunlim

Hello. 6.4 All withdrawal requests are processed 24/7. The request processing time may take up to 72 hours if the requested amount does not exceed 1,000 Euros, and up to 7 days if the requested amount exceeds 1,000 Euros.

Dear robke,

Could you please state how much you have withdrawn so far, how much you have requested, and what the remaining balance in your casino account is?

I'll be awaiting your reply.

Dear robke,

Thank you for your prompt response.

Please let me know once you receive additional payment from the casino.

I'll be awaiting your reply.

Dear robke,

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.

Hello, I haven’t had the opportunity to write. I’m waiting for their final payment.

Dear robke,

Thank you for your response and the information you have provided.

Please let us know once you receive your last withdrawal from the casino.

I'll be awaiting your reply.

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

Dear robke,

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,

Stefan