BETANDYOU Casino - Вилучення гравця відкладено.

Hello, I would like to file a complaint against Betandyou Casino for a delay in my payment. I made a withdrawal of $30 to my AIRTM e-wallet on May 15, 2024, and today is June 6, and I still haven't received it. The $30 withdrawal is approved, as shown in the attached screenshot. I have contacted Betandyou support, and they always reply with the same thing, saying that I need to wait. However, too much time has passed, and I still haven't received my withdrawal. So, I need your help to find a solution. Thank you.

Hola, me gustaría presentar una queja contra el casino betandyou por retraso en el pago. Hice un retiro de 30 dólares a mi billetera electrónica AIRTM el 15 de mayo de 2024 y hoy es 06 de junio y aún no lo he recibido ( El retiro de 30 dólares está aprobado, como se muestra en la captura de pantalla adjunta). He contactado al soporte de betandyou y siempre me responden lo mismo que debo esperar, pero ya ha pasado demasiado tiempo y sigo sin recibir mi retiro. Así que necesito vuestra ayuda para conseguir una solución. Gracias 

Dear gonxalooo59,

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 understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Hello. Yes, I have withdrawn several times before and after but this withdrawal was approved and processed for a long time and I never received it. The electric wallet through which I made the withdrawals was AIRTM and I usually receive them within 15 minutes.

I have not been asked for KYC verification of my account.

The profits I obtained were not from a bonus, I deposited several times, I bet and I won.

Hola. Si, yo he retirado varias veces antes y después pero este retiro quedó aprobado y procesando por mucho tiempo y nunca lo recibí. La cartera eléctrica por la cual hice los retiros fue AIRTM y por lo general los recibo dentro de 15 minutos.

No se me ha solicitado verificación KYC de mi cuenta.

Las ganancias que obtuve No fueron por un bono yo deposité varias veces aposté y gané.

Thank you very much, gonxalooo59, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Good afternoon everyone. The payment was canceled for those reasons, the issue was transferred further for work, and the funds were returned to the player’s balance. At the moment, the funds are already on the player’s balance.

Всем добрый день. Выплата была отменена по тех причинам, вопрос передали дальше в работу, средства вернулись игроку на баланс. На данный момент средства уже на балансе у игрока.

Also from our company the player will be given a bonus for these difficulties. We apologize.

Также от нашей компании игроку будет выдан сорри бонус за данные сложности. Приносим свои извинения.

Hello everyone,

My name is Kubo and from now on, I will be taking care of this complaint. Meanwhile, if there are any updates regarding your complaint, gonxalooo56, please let me know.

Dear BETANDYOU Casino,

Thank you for your response. Could you clarify what this means for the player? What steps should he take now to successfully withdraw his funds? Should he submit a new withdrawal request?

Best Regards,

Kubo

Yes, it is enough for him to submit a new withdrawal request.

Так, йому достатньо подати новий запит на зняття коштів.

Hello, after so long I was able to withdraw my money and I have already received it. I see that they promised a hardship bonus which I still haven't received yet.

Hola después de tanto tiempo ya pude hacer el retiro de mi dinero y ya lo he recibido. Veo que prometieron un bono por las dificultades el cual todavía no lo he recibido aún.

Dear gonxalooo59,

 I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Kubo