BetHall Casino - A conta do jogador foi encerrada sem pagamento.

Dear all,

I created my account at Bethall based on information obtained from the CasinoGuru website, believing it to be a secure platform. However, I've been having problems receiving my money since May.

The company has asked for my documents several times, said that payment would be made, asked again for additional documentation and finally closed the account, saying that it will not make the payment.

I am currently unable to access the account, which is listed as "under review". The balance was R$1,700.00, plus a withdrawal request for R$2,900.00. All the requested documents were duly sent, but the account was still closed without payment.

Considering that the casino's recommendation was obtained through your website, I kindly ask you to help me resolve this situation.

I look forward to hearing from you.

Sincerely,

A****** F*****

Prezados,

Criei minha conta na Bethall a partir das informações obtidas no site da CasinoGuru, acreditando tratar-se de uma plataforma segura. No entanto, estou enfrentando problemas desde maio para receber meus valores.

A empresa solicitou meus documentos diversas vezes, informou que o pagamento seria realizado, voltou a pedir documentação adicional e, por fim, comunicou o encerramento da conta, afirmando que não efetuará o pagamento.

Atualmente, não consigo acessar a conta, que consta como "em revisão". O saldo era de R$ 1.700,00, além de um pedido de saque de R$ 2.900,00. Todos os documentos solicitados foram devidamente enviados, mas, mesmo assim, a conta foi encerrada sem o devido pagamento.

Considerando que a recomendação do cassino foi obtida por meio do site de vocês, solicito, por gentileza, que me auxiliem na resolução desta situação.

Aguardo retorno.

Atenciosamente,

A****** F*****

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BetHall Casino. 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 advise which games you focused on - slots, live casino, sports betting, etc.? 
• Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Katarina

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If anything seems suspicious, contact us directly.

Stay safe.

Dear all,

I would like to inform you that I have made successful withdrawals in the past. In fact, on a previous occasion, I was informed that the account would be closed, but that payment would be made by the same means used in previous transactions.

I would like to point out that my bets were placed normally on sporting events, without the use of any type of bonus or promotion that could interfere with the withdrawal conditions.

I look forward to hearing from you and to the situation being rectified.

Sincerely,

A***** F*****

Prezados,

Informo que já realizei retiradas bem-sucedidas anteriormente. Inclusive, em ocasião passada, fui comunicado de que a conta seria encerrada, porém que o pagamento seria efetuado pelos mesmos meios utilizados nas transações anteriores.

Ressalto que minhas apostas foram realizadas normalmente em eventos esportivos, sem o uso de qualquer tipo de bônus ou promoção que pudesse interferir nas condições de saque.

Aguardo retorno e a devida regularização da situação.

Atenciosamente,

A***** F*****

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Good afternoon, I've sent the email and I'm waiting for a reply.

Sincerely,

Arthur F***

Boa tarde, enviei o email, aguardando resposta.

Atenciosamente,

Arthur F***

Hello arthurfelix120,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear arthurfelix120,

Thank you for the additional information and for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards,

Katarina