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Good day,

I made a withdrawal on June 3, 2026. This withdrawal was rejected several times that day because they wanted a bank statement from the last 3 months.

This consists of 3 payouts of €500 each and one payout of €333.

I'm just being given standard answers and my bank statement hasn't been checked since!

Guten Tag,

ich habe am 03.06.2026 eine Auszahlung getätigt diese wurde an diesem Tag mehrfach abgelehnt weil sie einen Kontoauszug aus den letzten 3 Monaten wollten.

es handelt sich um 3 Auszahlung a 500€ und eine mit 333€.

ich werde einfach nur mit Standard Aussagen hingehalten und der Kontoauszug wurde seid dem auch nicht geprüft!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Janush,

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

The issue is that first it claims my account is verified. Now the following is written:

Your account is being checked for verification; it should be checked as soon as possible.

Please help me. I just want to access my rightful payment.

Es geht darum, erst wird behauptet mein Konto ist verifiziert. Nun wird folgendes geschrieben:

Ihr Konto wird auf Verifizierung überprüft, es sollte so schnell wie möglich überprüft werden.

Bitte helft mir weiter. Ich will doch nur auf meine rechtmäßige Auszahlung zugreifen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Janush,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla

We’ve reopened this complaint at the request of Janush. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Janush could you please share , in what state are your withdrawals?

Karla

Good day,

My payout was cancelled and my account was allegedly closed for the following reason:

Following a security check, we must inform you that your account has been permanently closed and the money has been seized.

This action was taken due to a direct breach of our Terms and Conditions, specifically Rule 1.10: Sportsbook prohibits two or more players from placing bets from the same IP address, computer, or local network to avoid any suspicion of collusion (multi-accounting). Sportsbook reserves the right to suspend the accounts of such players and subsequently cancel all bets placed on the linked accounts.

Please note that this decision is final and cannot be appealed.

Best regards.

This statement is simply incorrect. There was no other account in my household or on my internet connection besides mine.

Guten Tag,

meine Auszahlung wurde storniert und angeblich mein Account wegen folgendem geschlossen:

Nach einer Sicherheitsüberprüfung müssen wir Sie darüber informieren, dass Ihr Konto dauerhaft geschlossen und das Geld beschlagnahmt wurde.

Diese Maßnahme wurde aufgrund eines direkten Verstoßes gegen unsere Allgemeinen Geschäftsbedingungen ergriffen, insbesondere Regel 1.10: Sportsbook verbietet zwei oder mehr Spielern, Wetten von derselben IP-Adresse, demselben Computer oder demselben lokalen Netzwerk aus zu machen, um den Verdacht auf Absprachen zu vermeiden (Multi-Accounting). Sportsbook hat das Recht, die Konten solcher Spieler mit der anschließenden Stornierung aller Wetten auf die verknüpften Konten zu sperren.

Bitte beachten Sie, dass diese Entscheidung endgültig ist und nicht anfechten kann.

Mit freundlichen Grüßen.

diese Aussage ist einfach nicht korrekt. In meinem Haushalt oder über meine Internetverbindung gab es kein Account außer meinen.

Hello Janush,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Janush, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hello Karla,

I sent them all the verification documents, and it was confirmed.

No payment was made because new documents were constantly requested and the payment was refused.

I received a €25 free bet upon registration, from which

My account was simply blocked after 5 days. With a completely untrue explanation.

Hallo Karla,

ich habe denen alle Verifizierungsunterlagen zugesandt. Und es wurde mir bestätigt.

Keine Auszahlung, da immer neu Dokumente gefordert wurden und die Auszahlung abgelehnt wurde.

Ich hatte eine 25 Euro freiwette zur Registrierung erhalten, daraus

nach 5 Tagen wurde mein Konto einfach gesperrt. Mit einer nicht zutreffenden Aussage.

Dear Janush,

Thank you for your update.

To help us understand the situation fully and assess your case correctly, could you please clarify the following:

• Did you place any sports bets, or did you only play casino games?
• Could you please share any emails, chat transcripts, or other communication you received from the casino regarding the closure of your account? You can either post screenshots here or send them to my email at [email protected].
• Apart from the verification documents, did the casino ask you to provide any additional proof or documentation? If so, what exactly did they request?
• The casino claims there was another account using the same IP address or device. Has anyone else ever accessed your account, used your device, or connected through the same internet connection to play at BetiBet?

Thank you very much in advance for your reply.

Karla