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I have tried several times to withdraw but they reject it, I have done it with various amounts and they reject me again. I've been doing this for 25 days. The only thing that they have deposited to me is the money that I deposit to play. They tell me that I put the data wrong and it is not true since they returned the money that I deposited to play. They tell me it's a credit card and no, it's a debit card.

He tratado varias veces de retirar pero me lo rechazan, lo he hecho con varias cantidades y me vuelven a rechazar. Esto lo vengo haciendo desde hace 25 días. Lo único que me han depositado es el dinero que yo deposite para jugar. Me dicen que pongo mal los datos y no es cierto puesto que me devolvieron el dinero que yo deposite para jugar. Me dicen que es una tarjeta de crédito y no, es de Débito.

Dear claudiaprieto66,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Good day.

I think they have no right to cancel my winnings since they verified my account and I have the evidence.

I am going to send you all the reply emails in which in 5 emails they inform me that my account is verified, and the payment refusal emails that because it was a credit card, (and I repeat that it is a debit card), refusal like this they wrote me: (We wish to inform you that your last withdrawal was canceled due to the fact that you provided incorrect or incomplete bank details). Several times they wrote to me with the same refusal.

Try to withdraw by means of transfer with my password from my debit account and also by spei. I don't have any other means.

I will allow myself to forward the emails to petronela.k@casino.guru . Likewise, I inform you that I obtained my earnings from my deposit, never use bonuses of any kind; I am infinitely grateful for your support. Thank you.

In the same way I inform you that I am going to try to make another withdrawal through spei to my Debit account to see what they answer me.

Buen día.

Creo que no tienen derecho de anular mis ganancias ya que ellos me verificaron mi cuenta y tengo la evidencia.

Voy a enviarle todos los correos de contestación en los cuales en 5 correos me informan que está verificada mi cuenta, y los correos de negativa de pago que porque era tarjeta de crédito, (y repito que es de débito), negativa así me escribieron: (Deseamos informar le que su ultimo retiro fue cancelado debido a que proporciono datos bancarios incorrectos o incompletos). Varias veces me escribieron con la misma negativa.

Trate de retirar por medio de transferencia con mi clabe de mi cuenta de débito y también por spei. No cuento con otro medio.

Voy a permitirme reenviarle los correos a petronela.k@casino.guru. Así mismo le informo que mis ganancias las obtuve por mi deposito nunca use bonos de ninguna clase; agradezco infinitamente su apoyo. Mil gracias.

De igual manera le informo que voy a tratar de hacer otro retiro por medio de spei a mi cuenta de Débito a ver que me contestan.

Thank you very much, claudiaprieto66, for all the forwarded emails.

Based on the following email I understood that you need to opt for a different payment method to receive your withdrawal.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Try to contact the casino to find out what other payment methods are available and which one would be the best for you. Meanwhile, please keep me updated about any further developments. Thank you.

Fine. The truth is a bit complicated for me because they are the only ways I have to be deposited. Is it safe by OXXO? or By any other payment platform?

Muy bien. La verdad se me complica un poco porque son las únicas maneras que tengo para que me depositen. Es seguro por OXXO? o Por algún otra plataforma de pago?

Hi good day:

I made a withdrawal for 19,000 and after seven days they answered me the following:

***********Replied on Thu 01/19/2023 09:46 AM.

support

for you

CC:support

Thu 01/19/2023 08:04 AM

Hello,

We hope you're okay.

We are contacting you regarding your withdrawal request.

please open it again in two payments (to split it), Due to the limit in your bank.

We are at your disposal!

Sincerely.

|Customer Support Team

|Follow us www.betobet.com *****************

I have already proceeded to make another withdrawal in the middle, I hope that this one is authorized.

I will keep you informed

Thanks for your attention

Hola Buen día:

Hice un retiro por 19 000 y a los siete días me contestaron lo siguiente:

*************Respondió el Jue 19/01/2023 09:46 AM.

support <support@betobet.com>

para:Usted

CC:support

Jue 19/01/2023 08:04 AM

Hola,

Esperamos que esté bien.

Nos estamos comunicando con usted con respecto a su solicitud de retiro.

por favor ábralo nuevamente en dos pagos (para dividirlo), Debido al límite en su banco.

¡Estamos a tu disposición!

Atentamente.

|Customer Support Team

|Follow us www.betobet.com***************

Ya procedí a realizar otro retiro por la mitad, espero que este si me lo autoricen.

Les mantendré informados

Gracias por sus atenciones

Thank you very much, claudiaprieto66, for the update. Could you please advise if the payment was successful?

Hello, good morning, a few hours ago they deposited me only 9,000. I will continue trying to make withdrawals and I hope they are successful. Thank you very much for your attention

Hola Buen día hace algunas horas me depositaron nada mas 9,000 voy a seguir tratando de hacer retiros y espero que sean exitosos. Muchas gracias por sus atenciones

Thank you very much, claudiaprieto66, for the update. Have there been any other withdrawals since our last conversation, please?

Hi good morning. If there are already two authorized withdrawals. There's only one missing. I deeply appreciate your help. If it hadn't been for you, I wouldn't have been paid. Many thanks!!!

Hola buen día. Si ya van dos retiros autorizados. Ya nomas falta uno le agradezco profundamente su ayuda si no hubiera sido por ustedes no me hubieran pagado. Muchísimas gracias!!!

I'm please to hear that withdrawals are coming. Please let me know when you receive all the funds. Looking forward to hearing from you.

Good day. After 1 month 15 days they already deposited the total. Thanks a lot for your help!! Greetings

Buen día. Después de 1 mes 15 días ya me depositaron el total. Mil gracias por su ayuda!! Saludos

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, claudiaprieto66, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru