Betcoin.ag Casino - Il giocatore ritiene che il prelievo richiesto sia in ritardo.

Title: Betcoin.ag closed my account and withheld my 200 USDT after KYC verification

Complaint:

Dear Casino Guru team,

I would like to file a complaint against Betcoin.ag due to an account closure and withheld funds.

I requested a withdrawal of 200 USDT, and support told me it would be completed within 24 hours. Later, they requested KYC verification, which I completed immediately, providing all the required documents.

After completing KYC:

The withdrawal did not arrive

My withdrawal option became blocked with an error message

Support stopped replying to email and live chat

After more than 2 days of waiting, my account was completely blocked and closed without explanation

I cannot access my account anymore, and I still have 200 USDT inside

I did not break any rules and complied fully with all verification requirements. Closing my account while keeping my funds is unacceptable.

I request Casino Guru’s assistance in reopening my account and releasing my 200 USDT payment.

Thank you.

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 jeseph22,

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

I am not sure what time this complaint was filed on the 17th, but we replied to his chat on the 16th and we replied to his email on the 17th, so there was certainly never any period where we "stopped replying to email and live chat".

Dear jeseph22,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My account has been deleted or blocked and I can’t access it anymore.

There is $200 inside the account.

Please check my case and help me recover my account or withdraw my funds.

As stated in our above reply, this player has received an email from us, updating his status on 17 Nov. Unfortunately for him, he does not get to come to the site, abuse our sportsbook rules, fail KYC multiple times and then dictate if and when he receives any funds. He has previously lied about our responses to him and this time doesn't even acknowledge them, in an attempt to manipulate CasinoGuru and extort us (as he has done with 4 other sites in the past 90 days). As always, legitimate players receive their withdrawals immediately.

I only asked for my own money, which is $200, and I have the right to withdraw it.

This is not manipulation, and it is not extortion — it is a simple request for transparency and fairness.

If I truly broke a rule, please show me exactly which rule, and provide evidence, instead of making accusations without proof.

I remain available to cooperate and finalize the withdrawal once you clearly explain the real reason for blocking my account.

Thank you.

We have already responded to you with a timeline on the investigation. As a confirmed abusive player, our terms of service allow us 60 days to conduct an investigation into the extent of the abuse. We have kept you informed of the status throughout this matter, and by wasting CasinoGuru's time with innacurate complaints, you are stealing their time, which should be used in dealing with legitimate complaints.

Per our terms of service, we already have enough evidence on you to close the investigation and pay out nothing. You should take this opportunity to appreciate that we are offering some consideration for your case. Right now there is no valid complaint, because there has been no resolution. If you continue to try and defame us, we can just end this now. If you want to deal with us directly, please send us an email once you have marked this resolved. You can always reopen the complaint if it is not resolved within the specified timeline. There is your transparency and fairness. How you choose to move forward is up to you.

Dear jeseph22, could you please confirm how did you accumulate your current balance? Did you play casino games or bet on sports?

Thank you in advance for your response.

Best regards,

Attila G.

Dear jeseph22,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru