I'll just start this off by saying I'm VIP at Stake and Cloudbet. I understand casino/sportbooks standard operating procedures and norms.

I received some cold email promotions from Betsio.com, so I decided to give the casino a try. The interface and games offered are great. After some bad luck at Stake, I hit pretty early on at Betsio.com, great! Prior to opening my Betsio account I looked into their withdrawals. If you Google it, it shows Betsio crypto withdrawals usually take 30 minnutes.

It's now been nearly a full day, I've received no updates at all.

My VIP manager keeps telling me things are escalated to the finance team, but that makes no sense. It should take 5 minutes to process. I have received 0 messages from finance team, no request for KYC, just silence. Every time I reach out they just say to wait. This does not feel normal for a crypto casino and I am very uncomfortable at the moment.

When I tried to withdraw initially, the team was quick to decline my withdrawals within 30 minutes of making them because I was over their daily withdrawal limit. As soon as I made a request within the limit, radio silence.

To make matters worse. They cap your daily withdrawal limit to$3000. Who does that work for? That's an insanely low amount.

Dear kirklandsbrand,

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.

14 days is an atrocious timeline for any reputable casino. In what world is that acceptable to wait?

Dear kirklandsbrand,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear kirklandsbrand,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
www.kpvfaw.com