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Good afternoon,

I placed a bet at the casino and won. Now, I want to be paid my winnings, but they are giving me many excuses and even canceled my withdrawal. They told me it would take three business days. I have already waited, and the winnings have not been credited yet. I would appreciate your assistance. Thank you.

Buenas tardes

Realice una apuesta de casino y ha genado ahora quiero que me paguen mis ganancias y me ponen muchos peros incluso cancelan mi retiro y me dicen tres dias habiles ya espere y aun no me abonan quisiera que me ayuden gracias

Dear Robin,

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

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Good morning

This casino called bet or bet tells me to wait three days since Tuesday, 4 days have already passed, today is Saturday and now it tells me to wait again that my request has been sent to another corresponding team, I really feel scammed and I would like to take action on the matter since the only answers I receive are lies and lies with the aim of tiring and boring the client, which is why I come to you can you tell me which entities I should go to so that this casino no longer operates because they are scammers

Buenos dias

este casino llamado bet o bet me dice que espere tres dias desde el dia martes ya han pasado 4 dias hoy es sabado y ahora me dice que me espere nuevamente que mi solicitud ha sido enviada a otro equipo correspondiente, yo la verdad me siento estafado y quisiera tomar medidas en el asunto ya que las unicas respuestas que recibo son mentiras y mentiras con el objetivo de cansar y aburrir al cliente, motivo por el cual acudo a ustedes me puedan decir a que entidades debo recurrir para que este casino ya no opere mas porque son unos estafadores

Thank you for your reply. Unfortunately, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.  

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually. 

Could you please forward a screenshot of your withdrawal request to veronika.l@casino.guru? Alternatively, you may post screenshots here.

Thank you in advance for your cooperation and reply.

Dear Robin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.