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After verifying my account and waiting the random 3 day waiting period for pending withdrawals to be approved my request was still pending. I inquired as to why via live chat and was informed that my account had been flagged by the risk department and was under investigation. I requested to be connected to the risk department in order to resolve the supposed investigation and was told it had to be done through email to support@betobet.com. The response to my email request was that this is the risk departments decision and I would be cantacted via email upon the completion of their investigation. There is no way for me to speak with the risk department and no information as to why my account was flagged. I have provided identification and proof of address which was accepted and there is no justification on their end for why I've been flagged.

Dear Tyler13,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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 as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your assistance! I have been paid in full so we can close the file on this one 🙂

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Tyler13, 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