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Dear Call2muck,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you very much for your prompt reply.

Here are my answers to your follow-up questions:

1) Yes - I had previously made successful withdrawals.

2) Yes - the verification of my account is completely complete.

3) The winnings were achieved without an active bonus.

Best regards

Simon

Hallo Kristina,

erst einmal vielen Dank für Ihre rasche Rückmeldung.

hier meine Antworten zu Ihren Rückfragen :

1) Ja - ich hatte zuvor schon erfolgreiche Auszahlungen vorgenommen

2) ja - die Verifizierung meines Kontos ist komplett abgeschlossen

3) Die Gewinne wurden ohne aktiven Bonus erzielt

Viele Grüße

Simon

Thank you for your reply, Call2muck. Could you please let us know the current status of your withdrawal requests — are they shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to [email protected], or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello Christina,

All outstanding payments have the status "Pending" - meaning "in process".

In the meantime, only one payment has been made (this was dated January 14th).

Subsequently, all other pending withdrawals from Betovo were cancelled with the argument that they would exceed my daily withdrawal limit (since only one withdrawal had now been processed).

As a result, I reapplied for the payments - of course, these now formally have a current date, even though they had actually been open for weeks.

Unfortunately, I am now being told in the chat that the payouts were all requested only recently and are not yet old.

In my opinion, this is simply outrageous because, in fact, not a single payment was processed for a long time; therefore, there would have been enough time to process all payments, even with a daily limit.

Unfortunately, I haven't taken any screenshots of the correspondence with the provider in the chat so far - but since you've now brought it up and it seems to be helping to clarify the case, I will always do this from now on.

Hallo Christina,

die offenen Auszahlungen haben alle den Status „Pending" - also „in Bearbeitung".

Inzwischen wurde 1 einzige Auszahlung nun ausgeführt (diese datierte bereits vom 14. Januar).

daraufhin wurden alle anderen offenen Auszahlungen von Betovo storniert mit dem Argument, dass diese mein tägliches Auszahlungslimit übersteigen würden (da ja 1 einzige Auszahlung nun gebucht wurde).

in der Folge habe ich die Auszahlungen dann neu beantragt - natürlich habe diese nun rein formal ein aktuelles Datum obwohl sie eigentlich schon wochenlang offen waren.

So wird nun mir gegenüber leider auch im Chat argumentiert, dass die Auszahlungen ja alle erst vor kurzem beantragt wurden und noch gar nicht alt wären.

in meinen Augen ist das einfach nur unverschämt weil de facto wurde über eine lange Zeit keine einzige Auszahlung gebucht; insofern wäre genug Zeit gewesen alle Auszahlungen auszuführen auch wenn ein tägliches Limit besteht.

leider habe ich bisher keine Screenshots von der Korrespondenz mit dem Anbieter im Chat gemacht - da Sie es jetzt aber angesprochen haben und bei der Klärung des Falles zu helfen scheint, werde ich dies ab sofort immer tun.

Can you please share a screenshot of your withdrawal history here?

Hello Kristina,

Attached is a screenshot of my original payout history.

Since, as mentioned, my payouts are repeatedly cancelled by the provider and I have to reapply for them, I am also sending you a current screenshot.

Hallo Kristina,

anbei ein Screenshot meiner ursprünglichen Auszahlungshistorie.

da wie erwähnt seitens des Anbieters inzwischen meine Auszahlungen immer wieder storniert werden und ich Sie Neu beantragen muss, sende ich Ihnen ebenfalls einen aktuellen Screenshot.

Dear Call2muck,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Call2muck,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betovo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Another update from me on this: not a single payout has been processed this week either (so far).

When I ask support when the payouts will finally be processed, I only receive the usual excuses, as usual.

Noch ein Update meinerseits hierzu: auch diese Woche wurde (bisher) keine einzige Auszahlung ausgeführt.

wenn ich den Support frage wann denn nun die Auszahlungen endlich gebucht werden, erhalte ich wie üblich nur die üblichen Ausreden.

I received the following information from the provider today: payouts should take a maximum of 7 days. When I asked how it's possible that I've been waiting for my money for weeks, I received no answer.

folgende Auskunft habe ich heute vom Anbieter erhalten: Auszahlungen sollen allerhöchstens 7 Tage dauern. Auf meine Frage wie es dann sein kann, dass ich seit Wochen auf mein Geld warte wurde mir keine Antwort gegeben.

Hello,

Thank you for allowing us to clarify this matter.

We are pleased to confirm that, so far, all withdrawal requests have been reviewed and approved within the daily limits based on the customer’s VIP Level.

We will continue to review any future withdrawal requests according to the applicable Terms and Conditions, ensuring a fair and transparent process for all customers.

We appreciate your understanding and are always available to provide further support if needed.

Best Regards,

Betovo Team

I'm sorry, but could you please give a specific answer?

They state that withdrawals are made within the daily limit of €1,000.

How is it possible that a maximum of 1 payout is made each week (and in some weeks, none at all)?

This means that there are still outstanding payments that originated in January!

This clearly violates the terms and conditions you mentioned.

Tut mir Leid aber können Sie bitte eine konkrete Antwort geben ?

Sie sprechen davon dass Auszahlungen innerhalb des täglichen Limits in Höhe von 1.000€ ausgeführt werden.

wie kann es dann sein dass jede Woche maximal 1 Auszahlung (in manchen Wochen auch keine einzige) ausgeführt wird ?

dies führt dazu, dass aktuell nach wie vor Auszahlungen offen sind, welche originär aus dem Januar sind!

Dies verstößt eindeutig gegen die von Ihnen genannten Geschäftsbedingungen.

Thank you both for your responses.

Dear Betovo Casino,

You have stated that all withdrawal requests from the player have been reviewed. To better understand the current situation, it would be helpful to receive a clearer overview of the progress. Several withdrawals date back to January 14, so an update on which requests have already been processed and which remain pending would provide valuable clarity.

An estimated timeframe for completing the remaining withdrawals would also be appreciated, as this could help ease the player’s concerns.

Thank you in advance for helping us gain a clearer understanding of the current status.