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Dear Sir/Madam,

I'm having an issue with my betting account

on Bet o bet which I have been using recently.

I have deposited around 370 euros into my account, and have yet to withdraw any cash from the betting platform.

On the 25th of October, I made my first withdrawal request of 100 euros and this transaction is still pending.

I received an email asking me to send a picture of the credit card I had used for my deposits, as well as a utility bill, which I promptly sent to the betting company's email address the same day.

Since then, my account has been blocked preventing me from playing at all. I received a message stating that my account is under investigation by the risk department, and there is no specified time frame for when this verification process will be complete. I have 1330 euros in my account which I am unable to withdraw.

Poštovani,

Imam problem sa nalogom na kladionici

Bet o bet koju koristim u poslednje vreme.

Na svoj nalog sam uplatio oko 370 eura, sa kladionice do sad nisam povlačio novac.

25.10 sam prvi put podneo zahtev za isplatu u iznosu od 100 eura i ta transakcija stoji na čekanju.

Dobio sam e-mail gde se od mene zahteva da posaljem sliku kreditne kartice sa koje sam uplaćivao novac i neki račun od komunalija, sto sam dostavio na e-mail kladionice istog dana.

U medjuvremenu mi je blokiran nalog da ne mogu uopšte da igram i dobio sam obaveštenje da je moj nalog pod istragom odelenja za rizik i da ne znaju kada će provera biti zavrsena.Na nalogu imam 1330 eura koje ne mogu da povučem

Dear nedeljkomilojevic,

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

Dear nedeljkomilojevic,

Have you received your withdrawal from the casino yet?

Dear Sir,

I still haven't received the payment, nor any response from the bookmaker.

My request for payment in the amount of 100 euros,

Submitted on 10/25/2023 is still pending.

I am attaching a photo.

Poštovani,

Još uvek nisam dobio isplatu, niti bilo kakav odgovor od strane kladionice.

Moj zahtev za isplatu u iznosu od 100 evra,

Podnet 25.10.2023 i dalje stoji na čekanju.

U prilogu Vam dostavljam fotografiju.

Thank you very much for your reply, nedeljkomilojevic. Do I understand correctly that this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear All,

This was my first attempt to withdraw money.

I did not use bonuses in the game.

I am attaching the communication with the casino.

Poštovani,

Ovo je bio moj prvi pokušaj povlačenja novca.

U igri nisam koristio bonuse.

U prilogu doatavljam komunikaciju sa kazinom.

Thank you very much, nedeljkomilojevic, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you nedeljkomilojevic for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet O Bet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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 Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter