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Good morning,

I am writing to you regarding a problem I encountered with the Betovo Casino site, where I requested a withdrawal of €700. At the time of the request I was informed that the operation would be completed within 3 days.

After a few days without receiving the credit, I contacted support via chat, and was told that the withdrawal would be confirmed shortly. Since I did not feel completely protected, I also decided to write an email to customer support, where I was told that a verification of the deposits was necessary to proceed.

I was asked to send photos of my account movements and proof of deposits, which I did immediately. I later received a confirmation email that the documents had been validated.

Despite this, to date the withdrawal is still blocked and I have not received any further updates.

I have also read several negative reviews on the site that report cases similar to mine, where new excuses are always found to delay payments.

Buongiorno,

vi scrivo in merito a una problematica riscontrata con il sito Betovo Casino, dove ho richiesto un prelievo di 700€. Al momento della richiesta mi è stato comunicato che l’operazione sarebbe stata completata entro 3 giorni.

Dopo alcuni giorni senza ricevere l’accredito, ho contattato l’assistenza tramite chat, e mi è stato risposto che il prelievo sarebbe stato confermato a breve. Non essendomi sentito del tutto tutelato, ho deciso di scrivere anche una mail al supporto clienti, dove mi è stato detto che per procedere era necessaria una verifica dei depositi.

Mi è stato chiesto di inviare foto dei movimenti del conto e della prova dei depositi, cosa che ho fatto subito. In seguito, mi è arrivata una conferma via mail che i documenti erano stati convalidati.

Nonostante questo, ad oggi il prelievo risulta ancora fermo e non ho ricevuto ulteriori aggiornamenti.

Ho anche letto diverse recensioni negative sul sito che riportano casi simili al mio, dove vengono sempre trovate nuove scuse per ritardare i pagamenti.

Dear lucaferrero97,

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.

Good morning

But if customer service tells me within 3 working days, two weeks cannot pass

Buongiorno

se pero l assistenza clienti mi dice entro 3 giorni lavorativi non possono passare due settimane

Now customer service wrote to me that they can't give me an exact date

what a joke this site is

Adesso il servizio clienti mi ha scritto che non sa darmi una data esatta

che pagliacciata sto sito

Dear lucaferrero97,

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 lucaferrero97,

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,
Dominika
Casino.Guru