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

Good day,

I made a withdrawal on June 3, 2026. This withdrawal was rejected several times that day because they wanted a bank statement from the last 3 months.

This consists of 3 payouts of €500 each and one payout of €333.

I'm just being given standard answers and my bank statement hasn't been checked since!

Guten Tag,

ich habe am 03.06.2026 eine Auszahlung getätigt diese wurde an diesem Tag mehrfach abgelehnt weil sie einen Kontoauszug aus den letzten 3 Monaten wollten.

es handelt sich um 3 Auszahlung a 500€ und eine mit 333€.

ich werde einfach nur mit Standard Aussagen hingehalten und der Kontoauszug wurde seid dem auch nicht geprüft!

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 Janush,

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

The issue is that first it claims my account is verified. Now the following is written:

Your account is being checked for verification; it should be checked as soon as possible.

Please help me. I just want to access my rightful payment.

Es geht darum, erst wird behauptet mein Konto ist verifiziert. Nun wird folgendes geschrieben:

Ihr Konto wird auf Verifizierung überprüft, es sollte so schnell wie möglich überprüft werden.

Bitte helft mir weiter. Ich will doch nur auf meine rechtmäßige Auszahlung zugreifen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Janush,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla

We’ve reopened this complaint at the request of Janush. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Janush could you please share , in what state are your withdrawals?

Karla

Good day,

My payout was cancelled and my account was allegedly closed for the following reason:

Following a security check, we must inform you that your account has been permanently closed and the money has been seized.

This action was taken due to a direct breach of our Terms and Conditions, specifically Rule 1.10: Sportsbook prohibits two or more players from placing bets from the same IP address, computer, or local network to avoid any suspicion of collusion (multi-accounting). Sportsbook reserves the right to suspend the accounts of such players and subsequently cancel all bets placed on the linked accounts.

Please note that this decision is final and cannot be appealed.

Best regards.

This statement is simply incorrect. There was no other account in my household or on my internet connection besides mine.

Guten Tag,

meine Auszahlung wurde storniert und angeblich mein Account wegen folgendem geschlossen:

Nach einer Sicherheitsüberprüfung müssen wir Sie darüber informieren, dass Ihr Konto dauerhaft geschlossen und das Geld beschlagnahmt wurde.

Diese Maßnahme wurde aufgrund eines direkten Verstoßes gegen unsere Allgemeinen Geschäftsbedingungen ergriffen, insbesondere Regel 1.10: Sportsbook verbietet zwei oder mehr Spielern, Wetten von derselben IP-Adresse, demselben Computer oder demselben lokalen Netzwerk aus zu machen, um den Verdacht auf Absprachen zu vermeiden (Multi-Accounting). Sportsbook hat das Recht, die Konten solcher Spieler mit der anschließenden Stornierung aller Wetten auf die verknüpften Konten zu sperren.

Bitte beachten Sie, dass diese Entscheidung endgültig ist und nicht anfechten kann.

Mit freundlichen Grüßen.

diese Aussage ist einfach nicht korrekt. In meinem Haushalt oder über meine Internetverbindung gab es kein Account außer meinen.

Hello Janush,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Janush, 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

Hello Karla,

I sent them all the verification documents, and it was confirmed.

No payment was made because new documents were constantly requested and the payment was refused.

I received a €25 free bet upon registration, from which

My account was simply blocked after 5 days. With a completely untrue explanation.

Hallo Karla,

ich habe denen alle Verifizierungsunterlagen zugesandt. Und es wurde mir bestätigt.

Keine Auszahlung, da immer neu Dokumente gefordert wurden und die Auszahlung abgelehnt wurde.

Ich hatte eine 25 Euro freiwette zur Registrierung erhalten, daraus

nach 5 Tagen wurde mein Konto einfach gesperrt. Mit einer nicht zutreffenden Aussage.

Dear Janush,

Thank you for your update.

To help us understand the situation fully and assess your case correctly, could you please clarify the following:

• Did you place any sports bets, or did you only play casino games?
• Could you please share any emails, chat transcripts, or other communication you received from the casino regarding the closure of your account? You can either post screenshots here or send them to my email at karla.m@casino.guru.
• Apart from the verification documents, did the casino ask you to provide any additional proof or documentation? If so, what exactly did they request?
• The casino claims there was another account using the same IP address or device. Has anyone else ever accessed your account, used your device, or connected through the same internet connection to play at BetiBet?

Thank you very much in advance for your reply.

Karla

Hello Karla,

Everything was sent via email.

Hallo Karla,

alles wurde per Email zugesandt.

Dear Janush,

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, Igor, (igor.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,

Karla Mayfly

Dear Janush,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the BetiBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a BetiBet Casino representative to join this conversation and participate in resolving this complaint.

Dear BetiBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

Dear Janush,

Thank you for your message.

We have forwarded your case to the relevant department for further review and clarification of the circumstances. We will provide an update as soon as we receive additional information.

Kind regards,

BetiBet Casino Team

Dear BetiBet Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

Thank you for your patience.

The verification process was completed after the requested documents had been submitted. Subsequently, the player’s withdrawal requests were reviewed not only as part of the verification process but also in accordance with the applicable account rules. Based on the outcome of this review, the relevant action was taken in line with the applicable Terms and Conditions. Please also note that the player’s deposit has been refunded.

Kind regards,

BetiBet Casino Team

Ladies and Gentlemen

Thank you very much for your statement.

Your answer is insufficient because it does not contain any concrete facts or evidence to support your decision.

You state that after verification was completed, an audit was conducted in accordance with your account rules and terms and conditions. I therefore request that you provide the specific evidence on which you base your decision. In particular, I request that you send me all evidence that allegedly demonstrates so-called "double-play" or a violation of your terms and conditions.

According to European principles of transparency, good faith, and consumer protection regulations, it is insufficient to simply refer to internal audits or terms and conditions without disclosing the actual reasons and underlying evidence to the consumer concerned. A consumer must have the opportunity to understand a decision and, if necessary, effectively challenge it.

I expressly deny having violated your terms and conditions or having operated a duplicate account or engaged in "double-playing". Should your decision be based on such an allegation, I request that you provide me with the following documents:

• all the evidence on which you base your decision,
• the specific technical data or logs that are supposed to prove the alleged violation,
• a comprehensible explanation as to why only my deposit was refunded, while my gaming balance or winnings were retained.

Should you be unable to provide the necessary evidence, I consider the withholding of my balance to be unjustified and demand the full payment of my legally acquired balance.

I request a specific statement and the submission of the relevant evidence.

Sehr geehrte Damen und Herren,

vielen Dank für Ihre Stellungnahme.

Ihre Antwort ist nicht ausreichend, da sie keine konkreten Tatsachen oder Nachweise enthält, die Ihre Entscheidung belegen.

Sie führen aus, dass nach Abschluss der Verifizierung eine Prüfung gemäß Ihren Kontoregeln und Allgemeinen Geschäftsbedingungen erfolgt sei. Ich fordere Sie daher auf, die konkreten Beweise vorzulegen, auf die Sie Ihre Entscheidung stützen. Insbesondere bitte ich um Übersendung sämtlicher Nachweise, aus denen hervorgehen soll, dass ein sogenanntes "Doppelspiel" bzw. ein Verstoß gegen Ihre AGB vorgelegen hat.

Nach den europäischen Grundsätzen von Transparenz, Treu und Glauben sowie den Verbraucherschutzvorschriften genügt es nicht, pauschal auf interne Prüfungen oder AGB zu verweisen, ohne dem betroffenen Verbraucher die tatsächlichen Gründe und die zugrunde liegenden Beweise offenzulegen. Ein Verbraucher muss die Möglichkeit haben, eine Entscheidung nachzuvollziehen und gegebenenfalls wirksam anzufechten.

Ich bestreite ausdrücklich, gegen Ihre Allgemeinen Geschäftsbedingungen verstoßen oder ein Doppelkonto bzw. ein "Doppelspiel" betrieben zu haben. Sollte Ihre Entscheidung auf einer solchen Behauptung beruhen, fordere ich Sie auf, mir folgende Unterlagen zur Verfügung zu stellen:

• sämtliche Beweise, auf die Sie Ihre Entscheidung stützen,
• die konkreten technischen Daten oder Protokolle, die den angeblichen Verstoß belegen sollen,
• eine nachvollziehbare Erläuterung, weshalb lediglich meine Einzahlung zurückerstattet wurde, während mein Spielguthaben bzw. meine Gewinne einbehalten wurden.

Sollten Sie keine entsprechenden Nachweise vorlegen können, sehe ich die Einbehaltung meines Guthabens als unbegründet an und fordere die vollständige Auszahlung meines rechtmäßig erzielten Guthabens.

Ich bitte um eine konkrete Stellungnahme sowie die Übersendung der entsprechenden Nachweise.

Dear BetiBet Casino,

Could you please clarify which rules were breached by the player?

Additionally, I would like to ask you to provide any and all evidence confirming such a violation.

Dear all,

Thank you for your patience. We have requested the relevant information from the appropriate department and are currently awaiting the response.

Kind regards,

BetiBet Casino Team

Dear BetiBet Casino,

As I mentioned in my previous message, thank you for informing us that you are actively reviewing this case.

Please let us know if there are any updates regarding this complaint.

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.

Dear all,

Thank you for your patience.

We would like to inform you that we require additional time to review this case, as we are still awaiting further details from the relevant department. We kindly ask you to extend the deadline for our response.

Kind regards,

BetiBet Casino Team

Dear BetiBet Casino,

I would like to give you a final seven days in order to provide any related evidence or information.

Please let me know once you receive the requested documents.

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.

Dear Igor,

Thank you for your patience and assistance.

We would like to clarify that the funds were confiscated and the accounts were closed in accordance with Clause 1.10 of the Sportsbook Terms and Conditions:

"Sportsbook prohibits two or more players from making bets from the same IP address, the same computer, or from the same local network, to avoid suspicion of collusion (multi-accounting). Sportsbook has the right to block the accounts of such players with the subsequent cancellation of all bets on the linked accounts."

According to the information provided by the relevant team, prior to the player’s activity, the sportsbook bonus had already been received and used by multiple players associated with the same IP address. This was identified as a violation of the above-mentioned rule.

Regarding the player’s request for personal data, the requested information has already been provided directly to the player via email. Unfortunately, we are unable to provide any further information or documentation from our side.

Kind regards,

BetiBet Casino Team

Dear BetiBet Casino Team,

Thank you for your feedback.

I would like to address your reasoning regarding the IP address used in particular. In my view, the IP match you identified is not sufficient proof that my account was improperly linked to other players or that multiple accounts were being used.

When using an iPhone, connections can also be routed through data protection and encryption mechanisms provided by Apple or used by the device itself. In particular, with a VPN or "Private Relay" function activated, a shared or different IP address may appear externally, even though the users and devices are independent of each other.

An identical public IP address therefore does not prove that several people are actually the same person, that accounts are jointly managed, or that collusion has taken place. I therefore request a specific explanation of what other technical or factual indicators, besides the IP address, led to your decision. If the IP address match was the sole determining factor, please explain why you consider it sufficient evidence of a violation of clause 1.10, taking into account the aforementioned technical circumstances.

I therefore ask you once again to review the decision to close my account and, in particular, the withholding of my funds.

Sehr geehrtes BetiBet Casino-Team,

vielen Dank für Ihre Rückmeldung.

Ich möchte insbesondere auf Ihre Begründung hinsichtlich der verwendeten IP-Adresse eingehen. Die von Ihnen festgestellte IP-Übereinstimmung ist aus meiner Sicht kein ausreichender Beleg dafür, dass mein Konto mit anderen Spielern in unzulässiger Weise verbunden war oder eine Mehrfachkontonutzung vorlag.

Bei der Nutzung eines iPhones können Verbindungen zudem über von Apple bereitgestellte bzw. vom Gerät verwendete Datenschutz- und Verschlüsselungsmechanismen geleitet werden. Insbesondere bei aktivierter VPN-bzw. „Privat-Relay"-Funktion kann nach außen eine gemeinsame bzw. abweichende IP-Adresse erscheinen, obwohl die Nutzer und Geräte voneinander unabhängig sind.

Eine identische öffentliche IP-Adresse beweist daher nicht, dass mehrere Personen tatsächlich dieselbe Person sind, dass Konten gemeinsam geführt werden oder dass eine Absprache stattgefunden hat. Ich bitte Sie deshalb um eine konkrete Erklärung, welche weiteren technischen oder tatsächlichen Anhaltspunkte neben der IP-Adresse zu Ihrer Entscheidung geführt haben. Falls ausschließlich die IP-Übereinstimmung ausschlaggebend war, bitte ich Sie zu erläutern, weshalb Sie diese unter Berücksichtigung der genannten technischen Gegebenheiten als ausreichenden Nachweis für einen Verstoß gegen Klausel 1.10 ansehen.

Ich bitte Sie daher nochmals, die Entscheidung über die Schließung meines Kontos und insbesondere die Einbehaltung meiner Gelder zu überprüfen.

Dear BetiBet Casino,

Before reaching a final decision, we are giving you one last opportunity to substantiate the alleged connection between the accounts.

Please provide evidence showing a direct or sufficiently reliable link beyond a shared IP address - for example, matching unique device-fingerprint or cookie identifiers, personal or payment details, together with the relevant account identifiers and timestamps. Sensitive evidence may be sent privately to igor.p@casino.guru.

If no supporting evidence is provided, we will have to conclude that the allegation has not been sufficiently substantiated and close the complaint as unresolved, which may negatively affect the casino’s rating.

Thank you for your cooperation.

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.

Dear all,

I have reviewed the additional information and evidence provided by the casino. Unfortunately, the material does not demonstrate a sufficiently reliable connection between the player and the related accounts beyond indirect indicators such as IP data and similar betting activity.

The supplied evidence does not show a matching unique device fingerprint, cookie identifier, payment detail, or another direct identifier establishing common account ownership or coordinated play. As the decisive allegation has not been sufficiently substantiated despite the previous requests, I must close this complaint as unresolved.

Therefore, if no specific evidence is provided, I will have to close the complaint as unresolved, which may negatively affect the casino’s rating.

I will give the casino one last chance to provide any supporting evidence.

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.

Dear Janush,

Regrettably, due to the casino's lack of response and cooperation in this case, I have no choice but to close this complaint as unresolved.

Despite numerous requests, the casino has failed to provide any specific evidence of wrongdoing on your side. We do not consider IP matches alone to be sufficient evidence of collusion or similar foul play.

However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by New Brunswick and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Igor

Hello Igor,

The casino reopened my account on Monday.

My payout has unfortunately still not been processed.

There are three cases involving €500 and one involving €313.

Hallo Igor,

das Casino hat mein Account am Montag wieder eröffnet,

meine Auszahlung wurde leider immer noch nicht bearbeitet.

es geht 3x um 500€ und 1x um 313€.

We’ve reopened this complaint at the request of Janush. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear BetiBet Casino,

According to the player’s request to reopen the case, their account was reactivated, and they submitted withdrawal requests.

Could you please confirm whether this information is correct and, if possible, provide additional information regarding the pending withdrawals?