Betalright Casino - Povlačenje igrača je odloženo.

I'm seeking assistance with resolving an ongoing withdrawal delay at Betalright Casino. I requested a withdrawal of 500€ on December 4th, 2024.

After 9 days of waiting, I contacted support about the delay. They responded on December 13th with a vague explanation about "high volume of requests" but provided no specific timeline or explanation.

On December 16th, I sent a final email requesting either immediate processing or a clear explanation with specific timeline. I have received no response.

It has now been over 13 days, and my withdrawal remains "under review" with no concrete explanation or timeline provided. This delay seems excessive for a standard withdrawal.

I am seeking help in resolving this issue and warning other players about potential withdrawal delays at this casino.

Dear argv,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betalright Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, thanks for the quick response. No i haven't made withdrawals before, this is my first withdrawal form this casino. I don't have passed KYC as they don't have asked me for this and its not available. I have used the 100% first deposit bonus for the initial amount of 100 euros.

Here are my mail conversations:

Thats my first screenshots of the mails

These are my rest of the screenshots:

Thank you very much, argv, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Dear argv,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betalright Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betalright Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

Thank you for handling my case. I would like to provide you with an update regarding my situation with Betalright Casino.

My previous withdrawal was cancelled without explicit reasoning, i submitted a new withdrawal request for €500 with a different payment method (MasterCard) for this withdrawal because the Visa card I used for my initial deposit expired in December 2024.

I am attaching screenshots of my recent correspondence with Betalright Casino regarding this matter, which show:

- The cancellation of my previous withdrawal request

- The new withdrawal request details

Please let me know if you need any additional information from my side to help resolve this issue.

Thank you for your assistance in this matter.

Best regards,

argv



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.

Dear Casino Guru team,

I would like to inform you that I have successfully received the €500 withdrawal, and I have already submitted a request for the remaining €230.

Thank you very much for your help and support in resolving this matter.

Best regards,

argv

Dear argv,

Please let us know whenever you receive the full amount.

Best regards,

Romi

Dear argv,

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.

Good evening, 20 days have passed from my last withdrawal request about the 230 euros but unfortunately my request is still processing.

Greetings all.

Dear argv,

I will try to contact the casino once again now.

Dear Betalright Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear argv,

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 Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Best regards,

Romi