BetBona Casino - O pedido de saque do jogador foi atrasado.

Good evening, I've had pending withdrawals at the Betbona casino since April 16, which is almost 2 months, and so far they haven't paid. The account is fully verified, they just tell me to wait. It's been 2 months. Attached is proof

Boa noite, tenho desde o dia 16/04, ou seja praticamente 2 meses, levantamentos pendentes no casino Betbona que até ao momento não pagam. A conta está totalmente verificada, só dizem para aguardar. Já vai em 2 meses. Em anexo envio a prova

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.

Dear Ruben8Fernandes,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Have you received any specific reasons from the casino for the delay?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Yes, I've received withdrawals before.

No, they always say they're watching and never solve anything.

Without an active bonus.

Sim já receberi saques anteriormente.

Não, dizem sempre que estão a ver e nunca resolvem nada.

Sem um bonus ativo.

Thank you for your reply, Ruben8Fernandes. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Did you use the same withdrawal method in the past?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Yes, I used the same method. My last withdrawal also took almost a month to process, these 2 unfortunately are already 2 months.

My last successful withdrawal was in April.

Sim, fiz pelo mesmo método. O meu último saque também demorou quase 1 mês a ser processado, estes 2 infelizmente já vai em 2 meses.

Foi em Abril o meu ultimo saque bem sucedido.

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Ruben8Fernandes,

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,
Kristina
Casino.Guru