BetPlays Casino - Гравець вважає, що виникла затримка із виведенням коштів

Hello everyone,

I have been awaiting my withdrawal to my crypto wallet since March 4, 2025. I made two deposits to the casino and also played with bonus funds, which were fully wagered, resulting in the balance being credited to my real account.

I have contacted support almost daily. Initially, I was informed that the withdrawal process could take up to five days and that I needed to ensure my account was fully verified. To that end, I submitted all necessary documents three times to ensure nothing was missing for verification.

Since March 11, support has informed me that an escalation is in progress to determine why the funds have not yet been sent to my account. My account remains active; I can log in and perform all actions like deposits and withdrawals. However, my bonus and player account balances are now zero. I had a total balance exceeding €3,500 but, after continued play, I canceled the withdrawal once before March 4 and subsequently requested a withdrawal of €3,300, which is still pending.

The casino has not provided any estimated time of arrival (ETA) for when I will receive my funds or explained why my withdrawal is still pending. Therefore, I am writing this complaint in hopes that you can assist me in resolving this issue. I can provide all necessary screenshots from communications between myself and support (which is always available—a significant positive point) if needed.

I have also access to BP Camp loyalty program but since a couple of days I am unable to purchase bonuses from the store, the support says that the gamification module is under maintenance, screenshot also attached.

My username is Ernestmus at BetPlays.

Thank you for your help!

Kind regards,

Dear Ernestmus,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.