Betunlim Casino - A retirada do jogador é adiada com restrições.

Dear xrp2159, 

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. 

• Could you please specify when exactly you submitted a withdrawal request?  
• Could you please confirm that you have passed the KYC verification? 

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you for your response.

To clarify:

I have already completed the KYC verification process, which took nearly a month.

My last withdrawal attempt (480) was pending for a full day, then rejected without clear reason.

I am unable to request withdrawals over €480 – any higher amount results in an instant error.

I contacted the casino’s support multiple times prior to submitting this complaint, but unfortunately, they have shown little interest in resolving the issue.

Thank you again for your time and support.

Thank you very much for your reply, xrp2159. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hi Natalia,

Thank you for your response. I’ve just replied to your email with all the relevant communication and screenshots regarding the issue. Please let me know if you need anything else from my side.

Thank you very much, xrp2159, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello xrp2159,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Betunlim Casino to join the conversation.

Dear Betunlim Casino,

Could you please clarify why the player's withdrawals are processed at such a low pace and why the player's maximum withdrawal limit was set to such a low amount? I have not found this quite low withdrawal limit in your terms and conditions, so I'm eager to understand what led you to make this decision.

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru

Hi. The answer has been provided to your email michal.k@casino.guru

Dear Betunlim Casino,

Thank you for your email. I have responded back with some additional queries.

Dear xrp2159,

I have reached out to you via email as well and am awaiting your response.

Dear Michal,

Thank you for your message and for following up.

I have just checked my inbox and will be replying to your email shortly with the requested details. Please let me know if there's anything specific you'd like me to clarify further.

Looking forward to resolving this matter together.

Dear xrp2159,

Thank you for your email with the extra information and documents.

Dear Betunlim Casino,

I have reached out to you via email and am looking forward to your response.

Hi. The answer has been provided to your email michal.k@casino.guru

Dear Betunlim Casino,

Thank you for your email. I have replied and am now waiting for your confirmation.

Funds are paid in a mode established by a number of factors for a given player $10,000 per month

Dear Betunlim Casino,

Thank you for your constructive approach to this case. I'm glad we could find a suitable consensus that will be acceptable for both parties.

Dear xrp2159,

Following a constructive discussion with the Betunlim team and after carefully reviewing the relevant details, I am glad to confirm that all your winnings will be processed for payout.

As part of our mutual agreement, withdrawals will be structured at a limit of €10,000 per month. This approach aligns with industry-standard practices, ensuring both a consistent payout schedule for you and sustainable financial operations for the casino.

I completely understand that receiving the full amount at once or in larger instalments may be your preference. However, this monthly limit allows the casino to:

• Provide you with a significant and reliable payout each month.
• Maintain operational stability, ensuring the timely processing of winnings for all other players.

We appreciate your understanding and cooperation in this matter and believe this arrangement offers a fair and balanced solution for all parties involved. Should you have any questions or require further clarification, please don’t hesitate to reach out—I’m here to assist.

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

Dear xrp2159,

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,

Michal

Casino Guru

We’ve reopened this complaint at the request of the player. The player informed us that the casino has stopped following the previously agreed payout schedule, and the player's account seems to have been blocked. We wish to facilitate the clarification of this case and offer an additional opportunity for both parties involved to achieve a satisfactory resolution.

Everything worked fine before, but as of today, my account was marked as "Self-exclusion" even though I never requested this action. I contacted support several times to ask why this was done, but I have not received any clear answer.

Good day. We have limited the user's ability to play based on rule 1.9. Withdrawal limits are set in accordance with rule 6.17. We would also like to say that the user sees this message when trying to enter the game and not when trying to enter the account. Access to the user's funds remains free. This image is displayed due to technical features and will be corrected soon.

I do not recall seeing Rules 1.9 and 6.17 in the Terms & Conditions before my win. These rules appear to have been added or changed after my win, and the previous arrangement for certain withdrawals has now been stopped.

I have verified that my account balance is €265,000. Since my account has been disabled from playing, I would like to know how I can withdraw my full winnings to my bank.

Please provide a clear process and timeline for this withdrawal.

Hello Luna32,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Betunlim Casino,

I have replied to your email and am looking forward to your response.

You can see all available methods of funds in the "Withdrawal" section. We do not refuse you the withdrawal of funds. The limits are set within the framework of our rules.

1.7 Your continued use of any of the Services will constitute acceptance of the terms of the Terms of Use, which we have notified you may be amended from time to time.

Dear Betunlim Casino,

Thank you for your reply. I have responded to your email and expressed my thoughts on the matter. I remain hopeful we'll be able to find a reasonable consensus.

After a thorough discussion with Michal from the Casino Guru team, we have reconsidered the situation and decided to establish the payout schedule at $10000 per month.

Dear Betunlim Casino,

Thank you for your collaboration in reaching this agreement. I am optimistic that the schedule we have settled on will be honoured, as we have been discussing via email.

Dear xrp2159,

As I have informed you via email, and in accordance with the response from the Betunlim team mentioned above, the agreed-upon payout schedule at $10000 per month should be upheld.

I trust this will be respected until you have received all of your winnings.

If you encounter any difficulties and believe that the casino team is not addressing your concerns adequately, please do not hesitate to reach out to us once more, and we will get in touch with the casino team.

Please let me know if I can consider your case resolved or if you require assistance with anything else.

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

Dear Luna32,

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,

Michal

Casino Guru

We’ve reopened this complaint at the request of the player. The player informed us that they are again encountering some issues with their withdrawal.

Dear Betunlim Casino,

Could you kindly clarify why the player is once more facing difficulties with their withdrawal, despite our earlier agreement?

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

Dear Luna32,

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,

Michal

We’ve reopened this complaint at the request of Luna32. The player has notified us that they are once more facing difficulties with their withdrawal, which originate from the casino's end.

Dear Betunlim Casino,

I am writing to follow up regarding my previous email. I have shared my insights on how the current situation may be resolved and would appreciate your feedback.

I look forward to your timely response and a prompt resolution.

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.

We've reached an agreement with the client. The matter will be finalized in the coming days.

Yes, I've been in contact with the casino and Im currently waiting for my withdrawal to arrive.

Dear Luna32,

I'm looking forward to your confirmation of receiving the withdrawal.

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

Dear Luna32,

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,

Michal