Hello,

I deposited to this casino 100EUR, I won 1000EUR and I decided to withdraw 1100EUR, I requested withdrawal over week ago (28th May) My account was fully verified however they requested from me selfie with document, which I provided. Now almost 2 week passing and they don't pay out my winnings, the withdrawal status is still "pending"

Hello auchanyuil,

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

Could you please advise since when is your account fully verified? 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?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I played with my own money, I did not use any bonuses.

I contacted them 2 times regarding this withdrawal, last time yesterday before I made this complain because the answer was the same as previous time.

Thank you auchanyuil for all the information provided. I will now forward your complaint to my colleague Dominika ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello auchanyuil,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Betreels Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

www.kpvfaw.com

We would like to ask the 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’ which may negatively affect its rating.

Hi there,

According to our Risk Team, the player violated terms and conditions and his account was closed as a result. His deposit was returned and player informed of the reasons on 19 June 2024.

Kind regards,

Jonathan

Dear Betreels Casino, thank you for the information. Could you please provide me with the specific reason for closing the player's account? You can send the answer by email if it is more convenient for you ([email protected]).

Hi there,

I have emailed you now.

Regards,

Jonathan

Hello

They closed my account due "E. Account Registration 7 & 8 point"

My account was verified already before I requested withdrawal, after withdrawal they requested selfie with document that was provided to them, after all they closed my account due "serious and alarming concerns" about authenticity of documents that were sent however as I said I've been verified until I requested withdrawal...

They do everything to just not pay.

Dear auchanyuil, please check your email inbox.

Dear auchanyuil,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.