BetAmo Casino - Выигрыш игрока удержан.

I warn people about betamo casino. I topped up on betamo.com 2 times in half an hour with the same payment method. 1 time 10€ then 45€. Both can be seen on my bank statement and I have checked both have been charged. I played and won 600€. Now I have upgraded all documents and according to betamo team I had to wait. we are now almost a month further after 2 weeks I am told that the money has not arrived what I have upgraded so the last time 45 €. that is impossible because I top up 2 times in half an hour with the same payment method. I send betamo.com my bank statement original with their debits on it. they do not want to accept it they want a bank statement with all incoming and outgoing transactions I explain that that is not possible because I am no longer a customer of that bank. And why do you, as a casino, want to see all transactions of someone that are just private and have nothing to do with the problem.

Dear Piotr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your withdrawal was suspended due to the last deposit not being received by the casino yet.  

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have used to deposit funds into your account? Was it your first deposit in this casino?

If there’s any relevant communication, please forward it along with your payment receipts to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

petronela i have answered you by mail did you get it ?

Thank you very much, Piotr, for your forwarded emails. Could you please advise if you have tried requesting a bank statement from your bank? I believe if you could prove that the deposit has left from your bank account and didn't bounce back it would be satisfactory proof for the casino to release your winnings.

I will send you now the bankstatement where it proofs that it has taken and not come back.

Thank you very much, Piotr, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Piotr,

I looked at your complaint and will do my best to help you. I would like to invite Betamo Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

to keep it short I have topped up 2 x both have been debited from my bank and now they say that 1 amount has not arrived I send them the bank statement they say no want bank statement of all incoming and outgoing transactions from August 1 to the end of the month I also sent that yesterday and then they say no, that is for 1 day as if they know which transactions I make. I stopped at that bank so I was not able to make any further transactions there.

Hello,

Indeed, after checking the deposit arrival we have found, that the deposit, that was credited to the player's account was never received by the payment system. Later on, it will be displayed as a chargeback.

The last deposit of the player was never received by the payment provider which can mean that either the customer hasn't had enough funds, or has claimed it back as a chargeback. In both cases the casino value such actions as fraud.

Since the first deposit was lost and the second was never received, there is nothing to be refunded to the customer. The winning that was confiscated accordingly to the antifraud team decision was obtained from the second deposit.

Thank you.

this is one hundred percent a lie anyone can contact my bank i have sent all the details of my old bank have attached the document of the bank statement have sent it several times i have paid and i won how is that a so-called arrives and the other does not this casino can't stand that I won and I certainly won't stop there!! I have sent you all proof that I have paid I have given you contact details of the bank where I was and where it was debited and you have not responded there and I read so many reviews that you have problems with people paying much more often. You asked as last the bankstatement with all incomming en outgoing from 1 august and i’ve send it and know it is still not good.

Dear Casino,

I would like to ask you for detailed evidence of your claim. Send it to my email: viliam.v@casino.guru, please.

Dear Viliam,

I doubt that I can give you access to the payment provider back office, neither any screenshots. As I mentioned above, the transaction status will be changed to a CHARGEBACK, since the funds were never received, however, it is hard to say when we will receive a callback from the payment provider.

We will request an official conclusion from the payment provider, but usually, it takes weeks for them to reply to such inquiries.

Hello all,

It turns out that the payment system did receive the deposit by the end of the day.

We would like to apologize in front of the player and we will restore his account at the earliest convenience.

Dear Casino,

keep us informed about progress, please.

The problem is so good as solved thankyou very much!

Dear Piotr,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru