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Hi

I played on betobet site.

I deposited 200 or 250 €

I placed bets and I went up and down, when I got to 860€ I wanted to withdraw 250€.

Three days after withdraw request I got mail that I have to verify account and I gave them all they asked.

After successful completion of verification I got blocked.

After I got blocked I cancelled withdraw request and I made new withdraw request with full amount because I couldn't place any bet anymore.

They said that withdrawal to Skrill takes three working days.

I made withdraw request on Sunday and on Thursday I didn't receive money, then I contacted betober agents on chat.

They said to me that my account is under investigation I asked them why and they didn't tell me why.

I don't know why and they told me that investigation doesn't have time frame or restrictions.

Please help me I don't know what to do.

Dear tjozic64,

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

Dear tjozic64,

Have you received your withdrawal from the casino yet?

No I did not

Thank you very much for your reply, tjozic64. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi

It was my first withdrawal

And all winnings are accumulated without any bonus

I didn't save any communication of chat with agent

Thank you very much, tjozic64, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you tjozic64 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet O Bet Casino for their help in resolving this complaint. We would like to know why is the player's account under investigation and what can we do to help them withdraw their winnings.

Thank you!

Thank you for your help

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.

So nothing of that

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter