Betgoat Casino - O jogador ainda não recebeu os seus prémios.

My withdrawal is getting rejected all the time. I tried to contact the support multiple times, but there was dead silence.

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Dear Jona8898,

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

Dear Jona8898,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, it is still pending, and no one is answering my emails.

Dear Jona8898, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Have you made any successful withdrawals before? - Yes

Could you please confirm that you have passed the KYC verification? I submitted the docs, and after that, they never responded.

Did you accumulate your winnings with or without an active bonus? - There was no active bonus, and I already cancelled my bonus after the sign-up.

Did you play casino games or bet on sports? - Casino

Dear Jona8898,

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, Munya,( munya.s@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,

Karla Mayfly

Dear Jona8898

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Betgoat Casino to join this discussion and provide their comments regarding the matter.

Dear Betgoat Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Jona8898

I managed to contact the casino via email. Below is their response which I advise you to take note of and act accordingly. I would appreciate your update after you engage with the casino, hoping that they will respond to you this time. I will also continue my engagement with them via email. Here is their response;

Dear Munya,

Thank you for reaching out to us regarding this matter.

We appreciate your efforts in assisting players with their concerns.

For security and privacy reasons, we kindly ask that the member contact us directly through our official support channels so we can properly review and resolve the inquiry. Please note that we are only able to discuss account-specific information with the verified account holder.

Additionally, we apologize, but we are unable to access or open links from external sources. If the member reaches out to us directly, our team will be happy to review the matter and provide assistance in accordance with our security procedures.

Thank you for your understanding and cooperation.

Kind regards,

Molly

BetGoat Customer Support Team

Hi @Munya,

I tried that multiple times, they don't respond.

Jona8898

May you kindly forward to my email (munya.s@casino.guru) the last email you sent the casino. I will also make a follow up with the casino and update you once I get a response.

Done, email sent.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Jona8898

I am going to keep the complaint as I further engage the casino. They just sent information via email that I find relevant in the assessment of this case.

May I know if you can access your account and if there has been an update on your KYC Verification.

I have not received any updates regarding my Know Your Customer (KYC) verification. As you can see from the email correspondence, I previously notified them that I had uploaded all the required documents, but I have not received a response. Please request that they provide evidence to support any claim that I am unwilling to complete the KYC process.

Jona8898

Thank you for the confirmation. The casino has not alleged anything in regards to your KYC verification. I asked the question as part of my assessment. I shall now await the casino's response. I will be updating you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Jona8898

Unfortunately, despite initially engaging with the complaint, the casino has stopped responding and has not provided the promised updates. I have made every reasonable effort to obtain a response, but without the casino's cooperation, I am unable to continue assessing or resolving this matter.

As a result, I have no option but to close this complaint as unresolved. I understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's rating, which may encourage them to re-engage and reconsider their position. Should the casino resume communication, we will gladly reopen the complaint and notify you by email.

In the meantime, I recommend submitting your complaint to an approved Alternative Dispute Resolution (ADR) provider: https://anjouangaming.com/resources/authorized-adr-providers/. These organisations are recognised by the licensing authority and may have additional tools available to assist you in resolving the dispute.

I am sorry that I could not be of more assistance on this occasion and sincerely hope your issue can still be resolved.

Regard,

Munya

Casino Guru