Betzest Casino - O jogador está lutando para receber seus ganhos.

In mid-December I made a deposit at Betzest in the amount of 1000 euros (expressly without bonus / other).

I also wanted my subsequent winnings of 1,800 euros (including the deposit) paid out in mid-December. After an unspeakable verification process (umpteen documents including a selfie with my ID), I initiated the payment again.

After several attempts (without any information, the money was booked back to my player account again and again) via Visa, I received the information via the chat that this is currently not possible due to updates or an MGA license. I was not offered a solution.

Since around Christmas I have been refused the payment of my credit or made impossible. The chat keeps putting me off without offering a solution.

I am desperate and am now afraid that I will never see my money again and that I have been cheated by Betzest.

Player name is Arjen75 and email address jdebus@gmx.de

Thank you for your support

Mitte Dezember tätigte ich eine Einzahlung bei Betzest in Höhe von 1000 Euro (ausdrücklich ohne Bonus/Sonstiges).

Meinen darauffolgenden Gewinn in Höhe von 1800 Euro (einschließlich Einzahlung) wollte ich mir ebenfalls Mitte Dezember auszahlen lassen. Nach einem unsäglichen Verifizierungsprozess (zig Unterlagen samt Selfie mit meinem Ausweis) habe ich die Auszahlung erneut angestoßen.

Nach mehrfachen Versuchen (ohne Info wurde das Geld immer wieder auf mein Spielerkonto zurück gebucht) via Visa bekam ich über den Chat die Information, dass die im Moment nicht möglich sei aufgrund Updates bzw. einer MGA Lizensierung. Eine Lösung wurde mir nicht angeboten.

Seit ca. Weihnachten wird mir die Auszahlung meines Guthabens verweigert bzw. unmöglich gemacht. Der Chat vertröstet mich immer wieder ohne eine Lösung anzubieten.

Ich bin verzweifelt und habe mittlerweile die Befürchtung mein Geld nie wieder zu sehen und von Betzest betrogen worden zu sein.

Spielername lautet Arjen75 und email-Adresse jdebus@gmx.de 

Danke für Ihre Unterstützung 

Dear Jörg,

Thank you very much for submitting your complaint. I’m very sorry to hear about your bad experience. Please allow me to ask you a few questions so that I can understand what the issue is. Did you complete the KYC process successfully? The only issue seems to be that the casino is not able to process your withdrawal request through VISA, right? Would you be willing to choose another payment method to receive your winnings? Bank transfer, Neteller, or Skrill are listed between other withdrawal options. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

what is the KYC process? If this means the verification process, it has been successfully completed.

It doesn't matter which payment method I use to get my money. However, Betzest no longer offers any payment options.

Best wishes

Jörg Debus

Hallo Petronela,

was ist der KYC-Prozess? Sollte damit der Verifizierungsprozess gemeint sein, so ist dieser erfolgreich abgeschlossen.

Auf welchem Zahlungsweg ich mein Geld bekomme ist egal. Allerdings bietet Betzest mittlerweile KEINE Auszahlungsmöglichkeit mehr an.

Viele Grüße 

Jörg Debus 

As can be seen in the screenshots, the casino does not offer any withdrawal options; only MuchBetter as the only deposit method

Das Casino bietet wie in den Screenshots zu sehen, keine Auszahlmöglichkeit an; lediglich MuchBetter als einzige Einzahlungsmethode

Dear Jörg,

Thank you very much for your quick reply. I contacted the casino regarding your withdrawal issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Betzest Casino, please could you advise? Thank you in advance for your reply. 

Dear Sir,

We apologise for any inconvenience caused.

We are in process of moving to MGA license and we have to change all our wallets,

thus we experienced some delays in payments during this transition period.

Our financial team is working to fix this and to execute a full payment to your account asap.

We are again very sorry for the inconvenience

Kind regards

The casino team

I've been listening / reading this for days / weeks!

No solution is offered; you can only deposit but not withdraw. What is the principle?

There is also no period until when the problem will be solved; In addition, the casino already has the MGA license.

What do you think of Petronela from Casino Guru?

I have little trust and understanding at the moment.

Das höre/lese ich bereits seit Tagen/Wochen!

Es wird keine Lösung angeboten; man kann nur einzahlen aber nicht auszahlen. Was ist das für ein Prinzip?

Man nennt ebenfalls keinen Zeitraum bis wann das Problem behoben sein wird; hinzu kommt das das Casino bereits die MGA-Lizenz besitzt.

Was sagen Sie Petronela von Casino Guru dazu?

Ich habe im Moment wenig Vertrauen und Verständnis.

Dear Sir,

We thank you for your patience and we understand your frustration

As you can see in our site, only the Muchbetter method is available.

For other methods, new contracts are to be signed and a lot of bureaucracies have to be overcome

Rest assured your funds are safe with us and in a couple of days the funds will hit your account

Thank you once again for your patience and understanding

Kindest regards,

The casino team

Why can't you simply transfer my credit to me via Muchbetter?

Warum können Sie mir mein Guthaben nicht einfach via Muchbetter überweisen? 

Betzest Casino, please could you advise, if transferring player’s credit to his Muchbetter account would be an option. If not, please update this complaint as soon as there is another suitable withdrawal option available. Thank you very much for your cooperation.

Dear Sir,

The Muchbetter method is viable only for deposits at the moment, in order for our players to at least  have the option to play.

Currently there is no available method to withdraw whatsoever, but as we mentioned, in a couple of days this will be resolved.

We are doing everything to speed up the process 

We thank you for your patience and understanding

Kindest regards

The casino team

Betzest Casino, thank you for clarifying. Please update this complaint as soon as there is another suitable withdrawal option available. Thank you very much for your cooperation.

There are now a few days of rum and still nothing has changed in the very unsatisfactory situation of refusing to pay out.

How do you justify that this process takes such a long time - here several weeks, when you as a player do not get your money? Which hurdles have to be overcome with something like this?

Why do you offer players the opportunity to deposit money that they cannot get back (and have not had for a long time)? Please explain to me why deposits do not fall under licensing processes.

Please tell me a binding time frame until when I will get my money. "In a few days / Soon / We will write to you as soon as possible" is too general and non-binding for me.

What gives the player the security that my / our money is safe with you? Here too please give a reason.

We're talking about funds that you don't pay out, that your players lack in everyday life. How do you deal with that?

@Petronela: Have you ever had such experiences from your expertise - is it common and not an unusual process for casinos to refuse the withdrawal process for weeks? What legal options do players have here (besides the involvement of the MGA?)

Mittlerweile sind ein paar Tage Rum und nach wie vor hat sich nichts an der sehr unbefriedigenden Situation der Verweigerung der Auszahlung geändert.

Wie begründen Sie, dass dieser Prozess eine solche Dauer hat - hier mehrere Wochen, bei denen man als Spieler sein Geld nicht bekommt? Welche Hürden sind bei sowas zu meistern?

Warum bietet Ihr die Möglichkeit den Spielern Geld einzuzahlen, was sie allerdings aktuell (und schon seit langer Zeit) nicht zurück bekommen können? Bitte erklärt mir warum Einzahlungen nicht unter Lizensierungsprocere fallen Auszahlungen schon.

Bitte nennen Sie mir ein verbindliches Zeitfenster bis wann ich mein Geld bekommen werde. "In ein paar Tagen/Bald/Wir schreiben Sie an, sobald es wieder geht" ist mir zu pauschal und unverbindlich.

Was gibt dem Spieler die Sicherheit, dass mein/unser Geld bei Ihnen sicher ist? Auch hier bitte eine Begründung.

Wir reden hier von Geldern, die Sie nicht auszahlen, das Ihren Spielern im Alltag fehlt. Wie gehen Sie damit um?

@Petronela: Haben Sie solche Erfahrungen schon mal aus Ihrer Expertise gemacht - ist es üblich und kein ungewöhnlicher Vorgang, dass Casinos über Wochen den Auszahlungsprozess verweigern? Welche rechtlichen Möglichkeiten haben hier Spieler (neben der Einschaltung der MGA?)

Hi there,

is there a current status - furthermore my questions from the last post were not answered.

Kind regards

Hallo, 

gibt es einen aktuellen Stand - weiterhin wurden meine Fragen des letzten Post nicht beantwortet.

Freundliche Grüße 

Dear Sir,

We thank you for your patience and we understand your frustration

We keep the deposit option open, in order for our players to at least have the  option to play,

We can't provide and exact ETA, regarding this matter, but we assure you that our teams are working nonstop to fix these issues

Your funds are guaranteed 100% as we are heavily regulated, by MGA lately

We are again very sorry for the inconvenience
 

Kindest regards

The casino team

This does not begin to answer my questions!

Dies beantwortet nicht ansatzweise meine Fragen!

Dear Jörg,

I can only imagine how challenging the whole situation must be for you. I have never experienced a similar situation. We have closed temporarily the Betzest Casino on our website, until the problem with withdrawal options will be fixed. We don’t want anybody else to experience the same issue as you are. 

@Betzest Casino, I also understand that this is a difficult time for you as the company, but please would you suggest any kind of a compensation for the player as this is truly an undesirable situation. In the meantime, I will leave this complaint opened and wait for you to update it, as soon as the withdrawal problem is fixed. Hopefully everything will be settled soon. Thank you for your cooperation and understanding. 

@Petronela,

As of today, the player will get compensated in an alternative method. 

The player has already been contacted and asked  to provide the details in order for us to send the funds in his bank account

Thank you for your cooperation

Kind regards

All (extensive) details were sent to Betzest yesterday and confirmed by Betzest.

Nothing is still visible in my player account, let alone initiated a payout.

As soon as the money has appeared in my bank account, I will of course report. Unfortunately, this is currently not the case.

Sämtliche (umfangreiche) Details wurden bereits gestern an Betzest gesandt und seitens Betzest bestätigt.

In meinem Spielerkonto ist nach wie vor nichts ersichtlich, geschweige denn eine Auszahlung angestoßen.

Sobald das Geld auf meinem Bankkonto erschienen ist werde ich selbstverständlich berichten. Aktuell ist das allerdings leider noch nicht der Fall.

Dear Jörg,

Please keep us updated.

@Betzest Casino, thank you very much for your cooperation.

I do - see answer at the same time as you Petronela 😉

Das tue ich - siehe Antwort zur gleichen Zeit wie Sie Petronela 😉

Dear Jörg,

Is there any news regarding your case? Thank you.

Dear Jörg,

I have received a proof of payment from the casino almost 3 weeks ago. Please, could you confirm that you received your winnings? 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The payment has now actually been made.

Sorry for the late reply, but I don't want to have anything to do with online casinos anymore.

After this bad experience with Betzest, I simply have the ... full.

You deposit money and then you are dependent on the arbitrariness of an online casino without getting your money or profit back.

Only after weeks (and countless contacts including complaints !!!) was my profit paid out.

Never again!!! I can only advise all players against online gambling (a. Illegal and b. Complete reliance on anonymous casinos).

That was a lesson to me!

Thanks for your engagement Casino Guru - Thanks for the priceless bad lesson Betzest!

Die Auszahlung ist mittlerweile tatsächlich erfolgt.

Verzeihen Sie die verspätete Antwort, allerdings möchte ich mit Online-Casinos nichts mehr zu tun haben.

Nach dieser schlimmen Erfahrung mit Betzest habe ich einfach die ... voll.

Man zahlt Geld ein und ist dann abhängig von der Willkür eines Onlinecasinos ohne sein Geld bzw seinen Gewinn zurück zu bekommen.

Erst nach Wochen (und unzähligen Kontaktaufnahmen einschließlich Beschwerden!!!) wurde mein Gewinn ausgezahlt.

Nie wieder!!! Ich kann nur allen Spielern von Online-Glücksspiel abraten (a. Illegal und b. komplette Abhängigkeit von anonymen Casinos).

Das war mir eine Lehre!

Danke für Ihr Engagement Casino-Guru - Danke für die unbezahlbare schlimme Lektion Betzest!

Thank you very much Jörg for your reply. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.