My withdrawal of €1010 was approved by betti on 26th December it’s coming on to a month now and I still haven’t received my money the live chat don’t have a clue on what’s going on every time they say the same thing we are having delays with our payment provider a month is a long time to wait for your winning if you could help me resolve this issue my username name is dill**********@*******.co.uk

Dear dilly123786,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

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

However, 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

The withdrawal has been approved on the 26th of December but they still haven’t paid me out yet it’s not pending they keep saying they are having issues with the payment provider but that seems to be the case with every player as the reviews I have seen have a similar issue but waiting nearly a month for my winnings is outrageous

All my account is verified the money won is from my own transfers not with any bonus they seem to not want to pay out for some reason the live chats have the same asnwer every time I speak to them it has been sent from our end so it’s all up to the payment provider but when asked to chase up the provider they can’t do it and they won’t give me a time frame to when it will arrive in my bank just keep saying next week it should be in your account I have heard this since 26th of December

Thank you very much, dilly123786, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello dilly123786,

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 Betti Casino to join the conversation and participate in the resolution of this complaint.

Dear Betti Casino,

Can you please provide an update on the issues with your payment provider causing the delay with the withdrawal for the player?

Best wishes,

Dominika

www.kpvfaw.com

Hello! The player has received the funds and has also confirmed to us that this is the case. Case is now closed.

For your info these edge cases are very unfortunate and rare. What is happening in 1/500 cases is that the funds are being sent from our end but the bank provider we use misses to process and the transaction gets stuck. Unfortunately for us the only thing we can do is to get notified by the customer and start taking actions from there towards the processor which can take time.

We are happy that the customer finally received the funds and can ensure you with 499/500 that next wd will definitely go much faster ??????

Hello dilly123786,

Could you please confirm that this is correct and that the matter is now resolved?

Thank you very much.

Yes I have received my payment thank you very much

Dear dilly123786,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

www.kpvfaw.com