Betwarts Casino - Igrač se suočava sa kašnjenjem povlačenja zbog problema sa KYC-om.

Hello!

i had a big win at betwarts ~2 months ago. Betwarts then started to delay my withdrawal, sent 2 different KYC requests. I sent them all the documents required .Since 1 month my KYC is still pending

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Dear nightforce1979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please confirm the exact date on which you requested the withdrawal? Is it 19-11-2025?
• Have you made any successful withdrawals before?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Could you please confirm the exact date on which you requested the payout? Is it November 19, 2025?

>>YES

Have you ever successfully made a withdrawal?

>>NO (however, this happens very often at sister casinos of this group)

Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

>>YES

Did you achieve your winnings with or without an active bonus?

>>With active bonus. 40x wager successfully achieved.

Könnten Sie bitte das genaue Datum bestätigen, an dem Sie die Auszahlung beantragt haben? Ist es der 19.11.2025?

>>JA

Haben Sie schon einmal erfolgreich Auszahlungen vorgenommen?

>>NEIN (allerdings bei Schwester-Casinos dieser Gruppe schon sehr oft)

Welche Zahlungsmethode haben Sie für die Auszahlung Ihrer Gewinne gewählt? War es dieselbe, die Sie zuvor verwendet haben?

>>JA

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus erzielt?

>>mit aktivem Bonus. 40fach Wager erfolgreich geschafft

yesterday Betwards cancelled 2 Withdrawals without a reason. What is going on?

Dear nightforce1979,

Thank you for your reply and for providing the previous details.

• Did you receive confirmation that all your KYC documents were received by Betwarts?
• Could you please provide us with the updated status of your last cancelled withdrawal request? If possible, please provide a screenshot of your withdrawal request showing the status (e.g., pending, confirmed, cancelled).
• Additionally, please provide any further communication regarding your cancelled withdrawal with the casino. This can include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots to this thread.

Thank you again for your cooperation.

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

this casino never sends updates regarding KYC status via email. they also do not send a chat protocol.

i manually check every day, still "KYC under review", still withdrawal not solved.

what they did send - is a email with the information "withdrawal cancelled" (screenshot attached)

• when i ask in chat why they cancelled my LTC withdrawal request from 19.11.2025 they tell me "there was a problem with our payment provider"

• when i ask them why i cannot start a new withdrawal they react strange and send templates

• when i ask in chat why my KYC still has not been approved they react strange and do not even know wether it's in progress or not.

i always tell them "please approve my KYC, i sent you all the documents 1 month ago!"

Please help 🙁

Hello! Today (12/01/2026) Betwarts updated 1 (!) KYC part.

Means 1 line went green, others still not updated/not worked on. See screenshot.

Today i also sent them a email with this text:

"Hello Betwarts Team,

you did not update my KYC process for 4 weeks, today i uploaded all the files again. 

you can verify my Paysafecard-wallet (see attachment) with my name, but you cannot "verify" my crypto as the crypto-transaction does not provide a name/email-address.

For now i sent you all the documents you needed, please complete the KYC process and proceed the withdrawal i am waiting for nearly 2 months!

Thank you very much

best regards,

Andreas xxxxx

andrxxxxxxx@xxxx.at"

Dear nightforce1979

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Lucka (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello nightforce1979,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betwarts Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Update 14/01/2026:

although i answered "crypto-transaction does not provide a name/email-address" Betwarts again demanded a proof. Can you help? The crypto payment did not even lead to the win.

most of the payments were done via paysafecard - which i already verified

exactly the same situation is mentioned here:

https://casino.guru/complaints/bankonbet-casino-player-fails-to-verify-a-cryptocurrency

i can send you the screenshot of the crypto transaction as evidence, if it helps to speed things up.

and as i mentioned: most of the payments were done via Paysafecard, which is already verified. See screenshot

Dear nightforce1979,

Thank you for the updates. I understand that you would like this matter to move forward more quickly.

However, we need to allow the casino sufficient time to review the case and provide a detailed response. Their reply should clarify where the issue lies, why the verification process has been delayed, and whether they require any additional information from you.

Let’s wait for their feedback, as it should help us better understand the situation and determine the next steps.

Thank you for your patience.

Dear Nightforce1979,

Thank you for reaching out to us.

We kindly ask that you be patient while we work to complete the verification process as soon as possible.

Thank you in advance.

Kind regards,

Betwarts Casino Team

Dear Betwarts Casino representative,

Thank you for the information provided. Please keep us updated when further information becomes available.

Dear Nightforce1979,

Thank you for your patience.

We are pleased to inform you that your Crypto Proof of Deposit has been approved.

To finalize this process, we require a Proof of Crypto Wallet Ownership.

When submitting this, please ensure that the account holder's name is clearly visible alongside the wallet address. This is necessary to confirm that the wallet used belongs to you.

Once this is provided, we can proceed with the next steps of your review.

Kind regards,

Betwards Casino Team

For crypto I am using de-centralized/non-custodial wallet, or cold wallet, like many other, I kindly ask you to consider this, there is no name/email.

I understand the importance of KYC, i already sent:

• proof of crypto transaction

• proof of paysafecard transaction (which is the main source of funds)

• proof of paysafecard e-wallet with name/address

• proof of adress with supply company

• proof of adress/source of wealth with bank account statement

• proof of name with passport

• proof of casino account holder with special selfie holding passport and background casino site

i kindly ask for final confirmation as i am waiting 2 months for payout.

this screenshot is the actual state (16/01/2026) of my account. As you asked for "e-wallet" i sent you the proof of my paysafecard-account. thank you.

Dear Betwarts Casino Team,

Please keep us informed whether the information provided is sufficient or if you require any additional details.

Additionally, we kindly ask that you keep us updated on the status of the verification process.

Thank you for your cooperation.

Dear Nightforce1979,

Thank you for providing the requested documentation.

We have forwarded it to the relevant team for review and will notify you when there is an update.

We apologise for any inconvenience caused by the ongoing verification process.

Thank you for your patience and understanding.

Kind regards,

Betwards Casino Team

today 21/1/2026 Betwarts again updated the KYC section and again asked for crypto name & email which is not possible.

i made 100's of withdrawal (also crypto) and KYC on different casinos (even at the same group) - i never had any issues with crypto. This is the only casino asking for this, which is not possible.

Dear Betwarts Casino,

I kindly request clarification regarding the current verification status. Could you please confirm whether the documentation submitted by nightforce1979 is sufficient to complete the verification?

If additional information is required specifically due to the use of a non-custodial crypto wallet, we would appreciate your suggestion on acceptable alternative documents or verification methods, as with this type of wallet, ownership is not linked to a full name or email address.

thankfully, my account just got updated and i can start a withdrawal again.

i will let you know when payments arrive

Hello nightforce1979,

I am happy to hear things are moving in the right direction I will leave this complaint open for now. Please keep us updated on any new developments.

Dear nightforce1979,

can you please give us an update? Have you received your withdrawals?

thank you! i received 2500 (maximum 500 per day)

3x 500 pending

Hello nightforce1979,

I am happy to hear things are moving in the right direction. I will leave this complaint open for now. Please let me know as soon as you receive your funds.

last payment i received 27/1/2026

since then no payment has been processed (today 2/2/2026)

hopefully soon

3.Feb. i received 1.5k, thank you (16k left)

i received 3 more payments. all good at the moment, thank you

Thank you for the update.

Could you please let me know whether you have any pending withdrawal requests, or if you have already received all of your funds?

thank you. as there are 13.000€ left for withdrawal and casino has 500max per day (with a few days delay in between) it will take time, maybe until End of February my guess.

we can close this case in the meanwhile, or keep it open. As u suggest, both is fine for me.

Dear nightforce1979,

Since everything appears to be in working order, I will proceed with closing the complaint as resolved.

Should any new issues arise, you are welcome to reopen this complaint at any time, and I will be happy to assist you further.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino.Guru