Betnuvo Casino - 選手の撤退は繰り返し拒否された。

I registered my account with Betnuvo on 14th June and have deposited £300. I have received 1 deposit bonus of £25 but have since wagered the amount required within terms and conditions and this is shown on my account. I have been trying to withdraw winnings of £600 but it is just constantly rejected with no explanation. Chat system says they have no information and I have to email support but i get no response at all from email. I have tried both debit card withdrawal and bank transfer withdrawal but both are rejected. My account has been fully verified with all docs required and this also shows on my account. Please can you help in any way?

Dear lucytresadern,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the full KYC verification?

Could you kindly forward me the emails you sent to the casino customer support? My email address is veronika.l@casino.guru.

Do I understand correctly that you see no error message or any other explanation as to why your withdrawal requests keep getting rejected?

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

Best regards

Veronika

Hi Veronika,

thank you for your message. I have forwarded you the emails I have sent to Betnuvo which I have still had no response to. I have submitted my withdrawal again and it is still pending, there are no errors when submitting a withdrawal, it just gets rejected after a few hours and the money goes back into my balance. I submitted all the forms requested for KYC and received an email to say my account was fully verified. It also says under verification on my account that I am verified with no docs outstanding.

thank you very much for you help.

Lucy

Thank you very much, lucytresadern, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear lucytresadern, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Betnuvo Casino outside this complaint thread and let you know any new information once I receive it.

Hi katarina,

thank you for your help. I have still had absolutely no reply to any emails sent to Betnuvo and they are still rejecting any withdrawal I am trying to put through, it has happened 8 times now. I am now only trying to withdraw £200 but that is still being rejected by both debit card and bank transfer. Thank you, Lucy

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.

Dear lucytresadern, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

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

Dear lucytresadern, 

I have received an email from Betnuvo support stating that you have lost your balance on 10th of July. Will you be able to confirm whether this is true, please?

Yes this is correct, they were ignoring all communication and after this complaint was closed and I realised they were never going to successfully process my withdrawal I used the funds to play with. The casino has only responded to you as there any now no funds go withdraw. Betnuvo are a compete disgrace and I hope they get closed down before they can do this to more people.

Dear lucytresadern,

thanks for your message but sadly, since you have lost your winning, I am afraid, I will have to reject this case. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt. We really tried to help.

I hope you will never encounter a situation like this, but if you do, please do not hesitate to contact us.