BetAmo Casino - O levantamento dos prémios dos jogadores está atrasado.

The casino advertises a payout of one hour. This has always worked. Then documents such as my ID were suddenly missing. I then submitted these again and they were approved. Since then no more feedback.

Das Casino wirbt mit einer Auszahlung von einer Stunde. Dies hat auch immer funktioniert. Dann fehlten plötzlich Dokumente wie z.B mein Ausweis. Diese habe ich dann erneut eingereicht und sie wurden auch genehmigt. Seither keine Rückmeldung mehr.

Dear 667hexe2102,

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

Please delete this complaint. Thanks

Diese Beschwerde bitte löschen. Danke

Thank you for your reply, 667hexe2102. Do I understand correctly that the issue has been resolved?

No, unfortunately not. The casino advertises on its site with payouts in 1-2 hours, but the terms and conditions say something like 5 days.

Nein, leider nicht. Das Casino macht zwar auf seiner Seite groß Werbung mit Auszahlungen in 1-2 Stunden aber in den AGB steht dann etwas von 5 Tagen.

So, haven't you received your withdrawal yet? Or do you currently have any other pending withdrawal requests?

Dear 667hexe2102,

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.

The payment was made after several days

Die Auszahlung wurde nach mehreren Tagen durchgeführt

Dear 667hexe2102,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru