Since the last few months I've tried to submit withdrawal request and always get the error "There was an error processing your request. Please contact us at [email protected]".

Since 8 May 2021 I've contacted them several times via email, but haven't received any response from them yet.

Dear hienspm,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been fully verified already? Is the delay an internal casino system issue, or it’s related to your account only? It seems that the preferred payment method is not available for a withdrawal. Have you tried to request a withdrawal through an alternative payment method?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

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

Best regards,

Petronela

Dear Petronela,

thank you very much for your response. bet2u has recently sent me this via email:

The monitoring that had been placed on your account has ended. Your account has been restored. However, as per the directions of our security department, only bank transfer (wire transfer) withdrawal requests from your account can be processed.

My account is fully verified now and I was then able to make a withdrawal request via bank transfer since 10/06/2021, but only maximum 500 EUR each time. So I would now wait a little bit longer to see when does the money come into my bank account. Would it be okay for you?

Thank you.

Thank you very much for the update. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawals. Please keep me informed.

Dear hienspm,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Dear Petronela,

on Mon, Jun 21, 11:33 AM they sent me an email confirm that my withdrawal request has been approved, but until now, I haven't received the money in my bank account yet. So please kindly extend this case. As soon as I've received the money, I will let you know. Thank you very much.

No problem, hienspm. I will be waiting for your confirmation patiently. Thank you in advance.

Hello hienspm,

Have there been any developments since our last conversation?

Dear Petronela,

unfortunately, I still haven’t received the money yet. I contacted them via live chat last week and they told me that their Financial Department will get back to me via email soon. But since then I haven’t got any email from them yet.

What do you think what I should do next?

Thank you very much anyway.

Thank you very much, hienspm, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello hienspm,

I looked at your complaint and will do my best to help you. I would like to invite Bet2U Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Bet2U 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: [email protected].

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. Additional comments from player:

"Hello,

I can confirm today that bet2u has sent me my withdrawal amount of 500€ and I've received the fund. They asked me to resend a new document to verify my address and I've done that. Although I still have pending withdrawal at bet2u since 2 weeks but I think this original case could be marked as resolved. If there's troube again with this casino, I think it might be better to open a new complaint?

Thank you very much for your help."

Dear hienspm,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com