Betandplay Casino - Igrač veruje da je njegova isplata odložena.

On December 3, 2025, I made several deposits at betandplay. I then wanted to withdraw €2300. The casino requested confirmation of my Visa card from Revolut. I requested a confirmation document from Revolut and uploaded it to betandplay. This was accepted, but the withdrawal was rejected, stating that I needed a photo of the card – front and back. However, this card is virtual. I informed them of this. According to chat support, I was then asked to upload a bank statement. This was rejected after review, even though my card number and name were on it. Again, I was told to take a photo of the front and back and sign the card. They don't seem to understand that it's virtual. I then took a photo of the card in the app using a different phone. This photo was rejected, and a new withdrawal request was also denied. I'm at my wit's end. It seems like they want me to gamble away my balance. Please help me.

Kind regards

*****

Ich hatte am 03.12.2025 bei betandplay mehrere Einzahlungen getätigt. Ich wollte dann 2300 Euro abheben. Das Casino wollte dann eine Bestätigung meiner Visa Karte von Revolut. Ich habe daraufhin ein Bestätigungsdokument von Revolut angefordert und das bei betandplay hochgeladen. Das wurde akzeptiert allerdings die Auszahlung abgelehnt mit der Begründung ich soll von der Karte ein Foto von. Vordere und Rückseite. Diese Karte ist allerdings eine virtuelle. Das habe ich denen auch geschrieben. Daraufhin sollte ich laut Chat Support einen Kontoauszug hochladen. Dieser wurde nach Prüfung abgelehnt obwohl da meine Kartennummer und mein Name draufstehen und wieder wurde dann gesagt ich soll ein Foto von vorne und hinten machen und auf der Karte unterschreiben. Die verstehen nicht das es sich um eine virtuelle handelt. Ich habe dann von der Karte in der App mit einem anderen Handy ein Foto gemacht. Das Foto wurde abgelehnt und eine neue Auszahlung auch. Ich weiß nicht mehr weiter. Anscheinend soll ich mein Guthaben verspielen. Bitte helfen Sie mir.

Freundliche Grüße

*****

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Dear Ikke84,

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

The withdrawal request is always rejected after a few hours, so I don't need to wait 14 days. It worked perfectly in the past. My account has also been verified there for over a year.

As I mentioned, this time I deposited using a credit card, and they keep asking for more documents. I uploaded everything. The card verification was accepted, but the photo of the virtual card on my phone and the bank statement were rejected. They apparently don't understand that it's a virtual card from Revolut, even though that's clearly visible on the card I photographed.

Die Auszahlung wird immer abgelehnt nach ein paar Stunden von daher brauche ich keine 14 Tage warten. In der Vergangenheit hat das problemlos funktioniert. Mein Konto ist auch seit über ein Jahr dort verifiziert.

Ich hatte allerdings wie gesagt diesmal mit Kreditkarte eingezahlt und die wollen immer mehr Dokumente. Ich hatte alles hochgeladen. Bestätigung der Karte wurde akzeptiert, Foto von der virtuellen Karte auf dem Handy sowie Kontoauszug abgelehnt. Die verstehen anscheinend nicht das es eine virtuelle Karte ist von Revolut obwohl das klar ersichtlich ist auf der Karte die ich abfotografiert hatte.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ikke84,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

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Best regards,

Attila