Betalright Casino - Os saques do jogador estão atrasados e a conta não foi verificada.

Hello

I am filing a formal complaint against Betalright Casino due to the following issues:

Unprocessed Withdrawals: I requested withdrawals of €500 on November 5th and November 7th. Neither of these has been processed or approved.

Cancelled Withdrawal Without Reason: A €500 withdrawal request I made on November 3rd was unexpectedly cancelled with no explanation.

Account Verification Delays: After more than two weeks, I was asked to verify my account.. It’s been another two weeks, and my verification is still pending, with no updates or approval for my withdrawals.

Account Balance: I currently have €52,500 in my account, with no withdrawals processed.

The lack of communication and delays are unacceptable. I demand immediate processing of my withdrawals and completion of my account verification.

I look forward to your prompt resolution of this matter.

Best regards,

Moncef

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.

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please list which documents the casino requested from you and which documents you already provided?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi,

Thank you for following up on my complaint. I have never made a withdrawal from this casino.

The requested documents are: an identity card, proof of address, and a photo of my bank card, which I have sent.

But the winnings are not from a bonus. for the screenshots I will send them to you by email.

Dear Mons,

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, Barbora (barbora.p@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

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Betalright Casino representative to join this conversation.

Dear Betalright Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Mons,

Thank you for reaching out.

Unfortunately, the documents that you provided are not of the standard required for verification.In order for us to proceed, we would like to ask you to provide us with the following:

• Proof of address (preferably a utility bill, as we don’t accept direct bank statements)
• Photos both sides of your CC 513162******3485 (please note that in compliance with the security reasons first 6 and last 4 digits of the card number have to be visible, middle 6 digits and CVV covered.)

We will make sure to check the documents with priority when you send them. Looking forward to your reply.

Best regards,

Betalright Casino

I don't understand how you can refuse a bank statement that comes directly from the bank. I've repeatedly sent a proof of residence with a bill (though not in my name) along with the ID card and signature of the person hosting me, and you refused it. Then I sent my payslip with the correct address, and unsurprisingly, you refused that too. Now you're telling me you're refusing my bank statement, an official document in my name, as you've specified from the beginning, and now you're telling me you're refusing it. I don't understand. Thank you to Barbora for wanting to clarify this situation with me. I've sent my bank card correctly several times. Yesterday, I sent everything through your website: the November savings account statement and my bank card. Please take a good photo of your website. You update it every three weeks. I'm sending you my documents now via this chat if Barbora doesn't mind. Sincerely, Moncef

Je comprend pas comment on peut refuser un relevé bancaire qui provient directement de la banque j' ai envoyé a plusieurs reprises une attestation d'hébergement avec une facture mais qui n est pas a mon nom avec la carte d identité de la personne qui m héberge et sa signature et vous avez refusé en suite j' ai envoyé ma fiche de paie avec la bonne adresse et que sans surprise vous refusée en suite vous me dites que vous refuser mon relevé bancaire un document officiel à mon nom comme vous préciser depuis le début et la vois me dites que vous le refusée je ne comprends pas merci à barbora de vouloir clarifier cette situation avec moi j' ai envoyé ma carte bancaire comme il faut a plusieurs reprises maintenant hier j' ai tout envoyé sur votre site relevé bancaire du compte épargne du mois de novembre et ma carte bancaire Bien photographier maintenant votre site vous le mettez à jour toute les 3 semaine je vous envoie mes documents maintenant via ce chat si barbora ne trouve pas d inconvénients cordialement moncef

Dear Mons,

Thank you for your detailed explanation and for providing the documents again.

I understand your concerns regarding the repeated rejections.

Dear Betalright Casino,

Thank you for specifying your verification requirements. As you have indicated that bank statements are not accepted as proof of address, I would like to clarify the following to move this case forward:

• Can you confirm whether a utility bill not issued in the player’s name can be accepted as proof of address?
• Please confirm whether the latest bank card photos uploaded via your website now meet your requirements
• If neither of the above is acceptable, please provide a clear list of alternative proof-of-address documents that would be accepted in this specific case.

Once clarified, I kindly ask the casino to review the already submitted documents as a priority and provide a definitive verification update.

Thank you for your cooperation.

Dear Barbora,

Thank you for following up.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Betalright Casino.

Dear Mons,

Thank you for your patience.

We are happy to inform you that your account is now fully verified.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Betalright Casino.

Dear Betalright Casino,

Thank you for confirming that the player’s account has now been fully verified.

However, the player reports that the pending withdrawal requests were cancelled after more than two months of waiting, despite successful completion of the verification process.

Could you please clarify:

• Were the withdrawals automatically cancelled by the system due to the long pending period, or for another reason?
• Does the player need to submit new withdrawal requests, or can the cancelled amounts be reprocessed?

We kindly ask you to provide a clear and specific response regarding the next steps for the player to successfully withdraw the funds.

Thank you for your cooperation. We look forward to your prompt response.

Dear Barbora,

Thank you for your follow-up regarding the player's account.

We can clarify that the previous withdrawal requests were cancelled because the player’s verification was not yet complete. Our security protocols require a fully verified account to finalize transactions, and as the verification remained outstanding for an extended period, the system eventually voided the pending requests.

Now that the account has been fully verified, we have confirmed that the player has already submitted new withdrawal requests. These new requests are currently being handled by our finance department and will be processed shortly. No further action is required from the player at this time, and they should see the funds reflected in their account soon, depending on their chosen payment provider's processing times.

Thank you for your cooperation and patience.

Best regards,

Betalright Casino Team.

Dear Mons,

We are pleased to inform you that your withdrawal requests have been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Betalright Casino Team.

Dear representative of betaright

Thank you for these quick payments, I have already received the 3 transfers.

Hoping it continues like this.

Sincerely

Mons

Cher représentant de betalright

je vous remercie pour ces paiements rapide j' ai déjà reçu les 3 virements.

En espérant que ça continue comme ca .

Cordialement

Mons

Dear Mons,

I’m glad to hear that you’ve already received the three transfers, thank you for the update.

We will keep this complaint open until all funds are fully received and confirmed on your side. Should anything further be delayed or if you encounter any additional issues, please don’t hesitate to let us know here in the thread.

Wishing you a smooth completion of the remaining process.

Dear Mons,

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 dear Barbora

I am sorry for not responding within the allotted time as I thought we were waiting for the withdrawal process to be completed.

I'm pleased to inform you that everything is going well so far; withdrawals are being processed very quickly, so perfect!

Thank you for following me

Sincerely

Bonjour Cher barbora

Je suis navrée de ne pas avoir répondu dans le temp imparti car je pensais qu'on attendait la fin du processus des retrait .

Je vous informe que tout ce passe bien pour l instant les retrait sont traitées très rapidement donc parfait !

Merci à vous de me suivre

Cordialement

Dear Mons,

Thank you very much for your message and for the update. I’m glad to hear that everything is going well and that the withdrawals are now being processed quickly.

Just to clarify, we will keep this complaint open for now and the timer remains set to 7 days so we can continue monitoring the situation until all funds are fully paid and confirmed on your side. From time to time, we may need a short confirmation from you that everything is still progressing as expected.

If anything changes or if you experience any further delays, please don’t hesitate to let us know here in the thread.

Thank you for your cooperation, and I wish you a smooth completion of the process.

Good morning

This is to let you know that the transfer in question has been received. Thank you.

Bonjour

c est pour vous prévenir que le virement en question a bien été reçu merci

Dear Mons,

Thank you for the update.

As there is still a significant remaining balance to be paid, we will keep the complaint open and continue monitoring the situation. Please keep us informed once further withdrawals are received or if there are any delays.

Thank you for your cooperation.

Hello, my withdrawals have been pending for several days and I can no longer request withdrawals because I've reached the monthly limit of 7000. I don't know exactly when I can request withdrawals again.

Bonjour mais retrait sont en attente depuis plusieurs jours et je ne peux plus demander de retrait car j ai atteint la limite mensuel de 7000 je ne sais pas quand exactement je peux redemander des retrait

Dear Mons,

Thank you for your update. We appreciate you letting us know about the current situation.

Dear Betalright Casino,

The player reports that several withdrawal requests have been pending for several days without being processed. Additionally, the player is currently unable to submit new withdrawal requests due to having reached the monthly withdrawal limit of €7,000.

To clarify the situation and move this case forward, could you please confirm the reason why the currently pending withdrawals have not yet been processed?

We kindly ask for a clear explanation of the current status and an expected timeframe for processing the pending withdrawals.

Thank you in advance for your cooperation.

Dear Barbora,

Thank you for reaching out regarding the player's withdrawal requests.

We can confirm that the majority of the player's withdrawal requests have already been successfully processed and completed. The remaining pending withdrawals are being processed in strict accordance with our financial department's queue and standard verification procedures. There are no issues with these requests; they are simply undergoing the final stages of processing.

We kindly ask for the player's continued patience while our team finalizes the remaining transactions. We anticipate these will be completed shortly, provided there are no further requirements from the payment provider's side.

Regarding the ability to submit new requests, as correctly noted, the player has reached the monthly limit of €7,000 as outlined in our Terms and Conditions 6.11.

Thank you for your cooperation and understanding.

Best regards,

Betalright Casino Team.

Dear Betalright Casino,

Thank you for the update and for clarifying the status of the player’s withdrawals, as well as the monthly withdrawal limit.

Dear Mons,

Thank you for your patience. Based on the casino’s response, the majority of your withdrawal requests have already been processed, and the remaining pending withdrawals are currently in the final stages of processing. At this time, there are no reported issues with these requests.

Regarding the submission of new withdrawals, the casino has confirmed that the monthly withdrawal limit of €7,000 has been reached, in line with their Terms and Conditions. New withdrawal requests should become available once the next monthly period begins.

We will keep the complaint open and continue to monitor the situation. Please keep us informed once the remaining pending withdrawals are received, or if there are any unexpected delays.

Thank you both for your cooperation.

Dear Mons,

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,
Barbora
Casino.Guru

Dear Mons,

Thank you for your recent communication.

I am reopening this complaint based on the information you have provided. We will continue monitoring the situation and reviewing the progress of your withdrawals.

Please note that we will keep this complaint open until all funds have been fully paid and confirmed on your side.

Kindly keep us informed about any further updates, payments received, or potential delays.

Good morning

Thank you for reopening this complaint and allowing me to follow up. I have received the 3 pending transfers and I still have 2 remaining. I have reached the monthly limit and I have 38,500 left in my player account.

Thank you, have a good day.

Bonjour

Merci de réouvrir cette plainte et permettre de me suivre j' ai bien reçu les 3 virements en attente et il m en reste 2 j ai atteint la limite du mois il me reste 38500 sur le compte joueur

Merci bonne journée

Dear Betalright Casino,

Thank you for the continued cooperation in this case.

As we understand that the withdrawals are being processed in line with the monthly €7,000 limit, we kindly ask you to simply keep us updated once the next payments have been processed.

Please confirm here in the thread when the remaining pending withdrawals are completed and when the next monthly payout has been initiated.

Thank you in advance for your cooperation.

Good morning

I've been waiting for my withdrawals for several days now, and still no news. That said, I was able to request a withdrawal on March 1st, which is still not processed either.

Bonjour

Cela fait plusieurs jours que j attend mes retrait toujours aucune nouvelle cela dit j' ai pue demander un retrait le 1 mars qui n est toujours pas traité aussi

Dear Mons,

We are pleased to inform you that your withdrawal requests have been successfully processed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Betalright Casino Team.

Dear Betalright Casino,

Thank you for the update regarding the player’s withdrawal requests. We appreciate the clarification.

Dear Mons,

According to the casino’s latest message, the pending withdrawals have now been processed. Please note that it may take approximately 3–5 working days for the funds to appear in your account, depending on your payment provider.

Kindly keep us updated once the payments are received, or if you experience any further delays. We will continue to monitor the situation until all funds are successfully withdrawn.

Thank you for your cooperation.

Good morning

I received the transfers, thank you. I have three more withdrawal requests pending; I hope they will be processed quickly this time.

Thank you, dear Barbora, and thank you to the Betaright representative for following up on my case.

Bonjour

J' ai bien reçu les virements je vous remercie j ai à nouveau 3 demande de retrait en attente j espère que cette fois elle seront traitées rapidement

Je vous remercie chere barbora ainsi que le représentant de betalright de suivre mon dossier

Hello Mons,

Thank you for the update, and I’m glad to hear that the recent transfers have been received.

We appreciate you confirming the current status of your account. As there are still three withdrawal requests pending, we will keep this complaint open and continue monitoring the situation.

Please let us know once the remaining withdrawals are processed or if you experience any further delays.

Thank you for your cooperation.

Good morning

I received the pending transfers and requested more, which also arrived quite quickly. Currently, I have 1500 euros pending confirmation and a total of 33,500 euros remaining.

Bonjour

J ai bien reçu les virements en attente j en ai redemandé d' autre qui sont arrivés aussi assez rapidement actuellement il me reste 1500 euros en attente de confirmation et sur le some il me reste 33 500

Dear Mons,

Thank you for your update, we appreciate you keeping us informed.

We’re glad to hear that your recent withdrawals have been processed and that the situation is progressing. We will keep this complaint open and continue monitoring the remaining balance.

Please continue to update us on any further payments received or if you experience any delays.

Thank you for your cooperation.