Hello,

on November 8, 2024, I deposited 1000 Euro into my account at Betzard. On this day, I played only two games: Live Blackjack provided by EZUGI. I won both games. My bet was 200 Euro in each game. I attach a screenshot ("ScreenshotEzugi.pdf"), which proves that I won both games, but on that day the winnings from both games were not credited to my Betzard account. I assume that there was a software issue (the win amount was not communicated from EZUGI to Betzard).

I asked Betzard to investigate this issue. On November 22, the win of both games was indeed added as "CashBack" to my Betzard account (see the screenshot "GameHistory1.pdf"): two times 400 Euro CashBack. However, only one of these CashBacks was withdrawable money. When I tried to withdraw my funds, I noticed that only 400 Euro real cash (and not 800 Euro) had been added to my balance. So, the win from my second Ezugi Live Blackjack game has not yet been added as withdrawable money to my account balance.

Then, on November 26, I submitted a withdrawal request for 1400 Euro (see "TransactionHistory.pdf"). Today is December 16, and Betzard keeps telling me "we kindly ask for your patience" and "all requests are processed on a first come, first served basis, so please bear with us, everything will be fine". But this is not a excuse for delaying my withdrawal for 20 days. I attach a PDF file with all the emails that I received from Betzard.

I did nothing wrong. I deposited 1000 Euro. I played a total of only nine games at this casino (two games on November 8, three games on November 16, three games on November 25, and one game on November 26). All nine games are listed in my two screenshots ("GameHistory1.pdf" and "GameHistory2.pdf"). I played without any bonus. And now I wish my 1400 Euro withdrawal to be processed. And I also want to cash out the 400 Euro win from the second Ezugi Live Blackjack game, which still does not appear as withdrawable money in my account balance.

I kindly ask CasinoGuru to step in and support me in getting my 1400 Euro withdrawal processed and in getting the missing 400 Euro credited as withdrawable money.

Kind regards,

Lucy

Dear lucy77,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betzard Casino.

I checked the information you submitted

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly these transactions (screenshot) didn't apply the same way in your balance? (from my point of view it seems your balance was awarded the previous winnings correctly)
• Have you passed account verification in the casino?
• Were you asked to provide any documents for KYC verification?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

yes, this is correct. The two Cashbacks rewarded on November 22 (see my screenshot "GameHistory1.pdf") did not apply the same way in my balance. You can see in this in my screenshot "GameHistory2.pdf": In the very next game after these two cashbacks, I played the game "ONE blackjack" with a bet of 50 Euro and lost that game (ID 5578981). After this game, my balance dropped from 1600 Euro to 1150 Euro, although my bet was only 50 Euro. So, one the 400 Euro cashbacks were removed from my account balance.

Yes, my account was verified on November 8. Here is the email message that I received: "Congratulations! Your account has been verified! It means that from now on the payments will be made faster and the game will become even more exciting. We wish you luck!" I saved this email in my Inbox folder. I can forward it to you if you wish.

Yes, I submitted my KYC documents.

I played at Betzard because it is in good standing at CasinoGuru. I hope that my withdrawal will be processed soon and that my missing 400 Euro win will be credited to my balance.

Kind regards,

Lucy

Thank you very much, lucy77, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected])  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.  

Dear lucy77,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear lucy77 and Casino Guru team, 

Thank you for the opportunity to shed some light on this situation. 

We would like to inform you that your requested withdrawal has been forwarded to the appropriate payment team. At this time, we are awaiting confirmation of the successful processing. As a licensed casino, we strive to ensure that all withdrawals are handled securely and go through the necessary checks.

Additionally, concerning the issue with your gaming session and the 400 EUR win, we have already escalated this matter to the game provider for verification. We are currently awaiting their findings and will share updates as soon as we receive them. Please rest assured that we are actively monitoring the situation and working to resolve it as quickly as possible.

We hope that this response may answer the questions raised earlier. If you need additional details and clarifications, we ask you to contact us. 

Best regards, 

Betzard Casino team

As mentioned above, I played only two Live Blackjack games at the game provider EZUGI. I played both games on November 8th. This was 8 weeks ago, and the missing 400 Euro have not been credited yet.

Also, as mentioned above, I submitted my 1400 Euro withdrawal request on November 26th. This was 5 weeks ago. This withdrawal is still pending altough my account had been fully verified before November 26th.

Both of these issues are not acceptable. I played only a total of 9 games at this casino, but the casino is delaying my withdrawal and the 400 Euro to-be-credited week after week.

Lucy

Dear lucy77,

I apologize for the wait. Please note that this is standard procedure, and I recommend remaining patient until we have more information.

Dear Betzard Casino team,

I am extending the timer by 7 days, please let us know if there is any new info.

Today is January 8th. I confirm that my 1400 Euro withdrawal from November 26th is still shown as "pending". And that the missing 400 Euro win has still not been credited to my account balance.

Here is the latest reply from Betzard (on January 5th): "I am very sorry that this is taking so long, but all requests are processed on a first come, first served basis, so please bear with us, everything will be fine, thank you for your patience and understanding."

Lucy

Dear lucy777 and the Casino Guru team,

Thank you for giving us the opportunity to address and resolve this issue.

We would like to inform you that gaming provider has thoroughly reviewed the second bet in question. We can confirm that the second win, amounting to 400 EUR, was successfully credited to the player's account and is now reflected in their balance.

Regarding the withdrawal process, we are pleased to confirm that the withdrawal was successfully processed on our end and has been forwarded to the payment provider for further handling. As always, we strive to manage all withdrawal requests efficiently and appreciate the player's patience while the payment provider completes the transaction.

We sincerely value your understanding and support as we continue working to provide a smooth and positive experience for all our players.

Best regards,

Betzard Casino Team

Hello,

I can confirm that both issues have been resolved by the casino. Today, I received the 1400 Euro withdrawal in my bank account, and also the 400 Euro which had been missing since November.

I thank CasinoGuru for stepping in, and I thank Betzard for paying out my winnings.

Lucy

Dear lucy77,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, Joyef