BetterWin Casino - Povlačenje igrača je odloženo.

Hello,

I have received 8% cashback bonus (80 euro) and completed wagering requirements and made decision to withdraw 1400 Euro, my account was verified, but Betterwin casino has requested additional bank statement that I already sent 3 days ago, now withdrawal is delayed, casino support ignore me in live chat (waited 3 hours for replay without answer)

Dear alex22rom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, my account is verified and even if kyc is not complete it is not a reason for casino to ignore me in live chat, I have sent you requested screenshots

Thanks for your reply and the submitted information.

• Have you received any follow-up regarding the payout of your winnings?

Please share with me any developments regarding the case.

Hello, I have received email from casino 29.04.2025, they ask me to keep waiting. (they replied to email I sent them asking about delayed withdrawal, documents they are talking about they received 21.04.2025)

Your withdrawal request is still being reviewed. We have received the documents you have forwarded to us and we thank you for those. We have forwarded them to the payment team. 

Received email from betterwin, funds not arrived yet, I'll let you know when received.

Hi Aleksejs,

Your withdrawal of €1400 has been successfully processed!

The funds are now on their way to your selected payment method. Depending on your provider, it may take a short time before the amount appears in your account.

Hello, I have received funds, this case can be closed as resolved, thank you!

Dear alex22rom,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru