BetMartini Casino - プレイヤーの撤退が遅れています。

I won 3017 euros in this casino, passed the KYC made a withdrawal and it has now been 4 weeks and I still haven't been paid. They emailed 1 week ago and said it will be paid shortly and I still haven't had anything. I speak to chat everyday and they give no update apart from saying I just have to wait. I email and get the same response from the support email.

Dear Gowthams,

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.

• Have you made any successful withdrawals before?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Hi Kristina,

My withdrawal is pending as it has been since 07/02/25. This is my first withdrawal from this casino They emailed me saying it will be processed soon that was 8 days ago and still I haven't received anything. I used the welcome bonus and completed the wagering as per their terms. I attach screenshots of the withdrawal and bonus.

Thank you very much, Gowthams, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Gowthams,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetMartini Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetMartini Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Guru team, let us check this internally and get back soon.

They have now paid €2000 but I still had €1000 pending on withdrawal but they have now removed it and my balance is €0. I originally deposited €300 and had a bonus of €300. Their terms state that the maximum amount that can be won and withdrawn is 10x the bonus amount received, so €3000.

I have attached a screenshot of the term.

Hello all.

Dear BetMartini Casino,

Could you explain the situation, please?

Thank you.

Kind regards,

Romi

we don't understand the complaint - player had 3,000 on his balance - 2,000 is already paid and 1,000 is in processing.

Dear Gowthams,

Has the rest of the money been processed as the casino representative says, please?

Regards,

Romi

Dear Gowthams,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It looks like they have finally paid now, I won't be playing there again. Thanks for your help.

Thank you, Gowthams, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint 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.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru