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

Won £200, which i have tried to withdraw 5 times and it has been rejected without reason each time. Every time i try to talk to the livechat, all they say is you'll be contacted within 24 hours, but that never happens. Ive got 2 emails sent to them and no reply recieved. They also just block you from speaking to livechat if you threaten with legal pursuance.

Dear R4YH4N,

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.

Hi, the withdrawals have been rejected each time. I would happily wait if it said pending or something but each withdrawal has been rejected each time it has been requested.

Dear R4YH4N, 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?

Can you please confirm whether the withdrawal shown as 'pending' in the screenshot has also been rejected, or is it still being processed?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

No I have not made any successful withdrawals before, yes I have passed KYC verification, I got it with a bonus but the bonus is no longer active as I have met the requirements to be able to withdraw, Ive just done the pending one a few minutes ago, and I have no doubt it will also be rejected, but currently it is pending. I have already uploaded all of the evidence I have.

Thank you for your help on this matter

Dear R4YH4N, is your most recent withdrawal request still pending, or has it already been rejected?

Have you had any further communication with the casino since your last message?

Hi, yes, they rejected it again, and stole £150 of mine. I got this response by email, which makes no sense.

'We gave you chance to wager the bonus according to the rules with violated won amount. As you decided not to use it, we have followed the rules and removed the violated won amount from your balance. Chicken Road and all Mini games are bonus restricted. Your bonus is still active, please follow all the rules.'

To clarify, I got no chance to 'Wager the bonus', even their T&C doesn't say anything about that. At the time of withdrawal, I had no active bonuses. I checked.

So I got upset and sent an email with some cursing in it, and received this response

'Your 3 deposits are refunded as your account is blocked permanently, you will never be able to open an account.'

So I am about to send another email to tell them to f*** off haha.

Dear R4YH4N, I’d recommend keeping your communication with the casino polite and professional. Using offensive language or an aggressive tone can make them less willing to help and might negatively affect how they handle your case.

Stick to the facts and clearly explain your concerns without insults. This way, you’ll have a better chance of getting a constructive response and possibly resolving the issue.

Hi, I did try that, they just ignored me over the course of 2 weeks. Respectfully, these people are scammers, they dont deserve respect, even if it comes at the cost of my refunds. The amount of people theyve done this to, I feel no regret being rude to these idiots. And this isnt even a case of a misunderstanding, they have absolutely just deducted £150 from my account before the profanity via email and then blocked the entire account. It is unfair and scammy.

Dear R4YH4N, just to make sure I fully understand your situation — is the issue entirely based on the fact that you played a bonus-restricted game while having an active bonus?

Could you please specify exactly which bonus you received?

Also, could you please forward or upload all the communication you've had with the casino (emails, chat messages, etc.)? I haven’t received any of that from you so far, and it could really help us understand what happened. Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Dear R4YH4N,

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.