BetMartini Casino - Зняття гравця з банківського рахунку відкладено.

I deposited 5,000 inr by upi( Indian) then claimed 100% sports bonus and twied to withdraw 38,000 after wagering. The withdraw is still pending after so long even after they said 24 hours payout. I even asked them if they need any documents for which they replied via mail after 24 hours as no . Still withdrawl via crypto is pending and there is no live chat also please help me

Hello kiran1463,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetMartini Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

My account is not verified, I even asked them on mail id I needed to send any documents but they replied as no.I used a bonus 100% one and completed the wagering. They said that no documents are needed now, their live chat is not at all working/ there . Please help

Hey , please ask them if verification is needed or not atleast. They said its not needed and kyc team will ask me if it's needed. The withdraw is still pending ( I can cancel it) it's been 6 days and nothing happened no reply from 4 days from casino from mail too ! Even live chat doesn't work . I saw many bad reviews for this site and it's sister sites. Please ask the casino to do something please. Everyone who's reading this remember that this casino can do this to you too by not having live chat and not even replying to your mails too for 4+ days and not even processing withdrawl.

Hello kiran1463,

As stated above, withdrawals may take up to 14 days so if it's been less, I can only recommend to wait. Also it is never a waste to verify your account so you should definitely do so to prevent further delays.

Yes but when I asked them via mail they said its not necessary now . And yesterday after 8 days they sent a mail asking for verification.i sent all docs . Now I'm waiting for reply

Hello kiran1463,

Be sure to wait out at least one more week for the verification to be completed and let us know in case of any update.

Verification is done , but they are not processing withdrawl

Dear kiran1463,

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.

Still didn't resolve

Thank you kiran1463 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kiran1463,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetMartini Casino representative to join this conversation and participate in resolving this complaint.

Dear BetMartini Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Dear CasinoGuru team,

on behalf of BetMartini Casino, we would like to present our perspective on the matter and address the concerns raised in this case proactively.

Kindly note that we have already paid out all of the pending withdrawals a few weeks ago.

The player was also accordingly informed about it.

Thank you for your attention to this issue, and please feel free to reach out if you have any further questions or concerns.

Best regards,

BetMartini Casino Team

See they didn't show anything about the maximum winning rule in their terms and conditions on their site.

It was English version and the official site only.

Nothing about maximum winning was mentioned.

When I won and tried to withdraw they wasted 2-3 weeks to respond .

And then sent me some other link which stated about max winning wheres in official English version it wasn't there.

When I asked them , they said that it wasn't uploaded properly which is not my mistake in anyway .

Please ask them about this as full winnings were deducted and only part of it is paid.

Dear BetMartini Casino,

Can you verify what the Player said? Did you mention it in terms of bonus when the Player received it?

I'll be awaiting your reply.

Dear CasinoGuru team,

on behalf of BetMartini Casino, we would like to explain the dynamics - player registered, made his first deposit and selected Welcome Sport Bonus. After the successful wagering, the player requested a withdrawal. As per the T&C available on our site - the maximum withdrawal is x5 time the bonus amount received, making reference to point 5 in Casino bonuses and attaching the link:  https://www.betmartini.com/info/bonustc

Player was informed about this and the withdrawal was paid accordingly as per the stated limit after successful account verification.

Thank you for your attention to this issue, and please feel free to reach out if you have any further questions or concerns.

Best regards,

BetMartini Casino Team

See,casino guru , do not check the link that they sent. Please go to the official site through browser. That max withdrawal rule is not there . Not at the time of my wagering atleast . I sent that proof and they said ,it wasn't updated which isn't my fault . The max conversion rule is only visible on the link they sent not on the official site .

they claimed that it's not a released version in which i saw these terms and conditions but it's a lie. It's their official site and English too .

Hello kiran1463,

Are you referring to the non-English translated version of bonus terms and conditions? Please keep in mind that the English version prevails in this situation.

I'll be awaiting your reply.

See I'm attaching the screenshot and the link . When I search for betmartini it's the first one that appears.there are no max conversion rules in this and it's English only. Check please.

https://www.betmartini91.com/sportsbook

I searched for betmartini and it's English version .

There's nothing about max conversion and when they send the link that appears but not the website .

I sent a link .

Even you search for that rule

There's nothing like that casinoguru.

Please check

Hello kiran1463,

I have checked the bonus terms and conditions (https://www.betmartini.com/info/bonustc) and I found the following term:

"5. Only one active bonus is permitted per customer at any given time. Maximum withdrawable amount for sports bonus is x5 times the Sports bonus amount received and in case of casino bonus - x 10 times the Casino bonus amount received."

It is explicitly stated that the maximum amount that can be withdrawn for a sports bonus is five times the bonus amount.

I'll be awaiting your reply.

I see that term ammended in the site now(from my end ) but when i sent you the link and the complaint . These terms wasn't present . I can assure they changed it after i complained. Check it please

Hello kiran1463,

Do you happen to have screenshots of the previous bonus terms? I noticed that in other languages, the maximum withdrawable amount is not specified. It seems like you may have reviewed the terms in a different language.

I'll be awaiting your reply.

Nope man .I live in India and I accessed the website and it's in English only. I even sent you the link and all. They updated it now , when i sent they were not there . Now they're appearing . That means they understokd and changed it didn't they?

Dear BetMartini Casino,

Could you state if you recently added/changed the abovementioned rule?

"5. Only one active bonus is permitted per customer at any given time. Maximum withdrawable amount for sports bonus is x5 times the Sports bonus amount received and in case of casino bonus - x 10 times the Casino bonus amount received."

I'll be awaiting your reply.

Dear CasinoGuru team,

On behalf of BetMartini Casino we want to confirm that this rule has always been present on the official version of the site in English.

Additionally, the player was informed about this via email, which included a direct link to the site for reference.

Thank you for your attention and feel free to reach out if you have any further questions or concerns.

Best regards,

BetMartini Casino Team

Dear casino guru . I sent you a link directly in this complaint at the beginning. If you checked it previously those rule wasn't present and even it was in English . Now it is appearing which means betmartini definately changed it .

Dear BetMartini Casino,

Can you share the email sent to the player with us? You can send it to my email address stefan.m@casino.guru. Could you also confirm if there have been any recent changes to the bonus terms in languages other than English? I reviewed the bonus terms and did not find this rule in other languages, but it has recently appeared on your website.

Hello kiran1463,

Can you please clarify how you activated your bonus? Did you receive a newsletter or find this information on the casino's website?

I'll be awaiting your reply.

Yes I did see their bonus terms on their site . That's the reason I played . See I had balance on 25,000 . But still I bet it once more and took risk . If I lost , i would've lost everything. But I went on . There was no rule about that 5 times winnings. If I knew I would've cleared that wagering easily . It's not right on casinos part as the site I visited is English only and even I don't know other languages other than English . If there's nothing wrong on casinos part why will they update terms .

Dear CasinoGuru team,

Please be aware that all the requested information was send via mail on 15.05.

Thank you and feel free to reach out if you have any further questions or concerns.

Best regards,

BetMartini Casino Team

Hello kiran1463,

If there is no evidence indicating the existence or absence of the mentioned rule in the previous version of bonus terms and conditions, we are unable to conduct a deeper investigation.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru