Betzillo Casino - Il giocatore dichiara che il pagamento è in ritardo.

I have had multiple friends play with no KYC. I have deposited a few thousand $ and my first withdrawl of $500 and they are stringing it along with the typical scam casino KYC.

I have submitted all documents requested, they are giving a fake wallet address which apparently is what I have used to deposit. I have offered to show my full transaction log along with my wallet address and they will not accept.

I have submitted a PDF. They requested, passports, bills with address and name and they will just say we have emailed you and they do not send an email and will just close the chat.

now when I message them they just say you need to submit these same documents then instantly close the chat.

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 Jonno,

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

Hi,

as mentioned multiple people who have used this casino get withdrawls within a few hours MAX. As it is deposits and withdrawls via crypto.

the casino is saying that my information isn’t valid or that I need to submit it over and over again then close the chat. So the withdrawl process is not even in action right now as they are not processing my documents.

Also one of the wallet addresses they are asking for information on is not even my wallet address so it’s impossible for me to give them this. My wallet can show all deposits into their casino but they say that’s not enough proof.

Dear Jonno,

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.

Dear Jonno,

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,
Karla
Casino.Guru