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

I made a withdrawal from Betovo on Saturday of 210 euros which they declined. I have submitted many documents and finally they said I was verified for the time being. I changed the withdrawal to 230 euros as I had more left and played for the rest and won another 380 euros. So now I have two withdrawals pending and it has been more than 3 days that they refer to. Today I have sent two emails but have not received a response. I have emailed every day and they just say to wait for my withdrawal. I have all the emails still

Jag gjorde ett uttag från Betovo i lördags på 210 euro som dom avslog. Jag har skickat in många dokument och till slut sa dom att jag var verifierad för tillfället. Jag ändrade uttaget till 230 euro då jag hade mer kvar och spelade för resten och vann ytterligare 380 euro. Så nu har jag två uttag som väntar och det har gått mer än 3 dagar som dom hänvisar till. Idag har jag skickat två mail men får inget svar. Jag har maiat varje dag och dom säger bara att jag ska vänta på mitt uttag. Jag har alla mail kvar

Dear player,

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi again. Okay then I'll wait but they'll process this within 72 hours. I've also read that they don't pay out winnings on reviews and really need the money so I'm a bit quick. I've never experienced this at any casino.

Hej igen. Okej då väntar jag men dom går ut med att behandla detta inom 72 timmar. Jag har även läst om att dom inte betalar ut vinster på omdömen och behöver verkligen pengarna så därför är jag lite snabb. Har aldrig varit med om detta på något casino.

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

Dear player,

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,

Dominika