BetMartini Casino - プレイヤーの出金が遅れている。

Hi,

I need help with a problem at BetMartini.

I made a deposit and played only one slot game. I didn’t use any bonus or free spins. I won €2,505 and tried to take out the money.

But BetMartini sent the money back to my balance and told me I can only withdraw €500 at a time, and only 3 times per day.

I followed their rules and made 3 withdrawals of €500. But the money stayed "pending" for about 20 days. While I waited, I changed from MiFinity to iCard and closed my MiFinity account. So I had to cancel those withdrawals and make new ones using iCard.

Now the new withdrawals have been pending for 7 days. I have not received any money yet.

I tried to contact support, but they only have a message box on the website. I got an email (that I attached a transcript of) back saying they will email me again when the withdrawal is done, but nothing happened. I feel ignored and frustrated.

I don’t know what to do anymore. I just want to get the money I won, please help me.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi,

no, after all this time of waiting and trying to get in contact with them, and no response, they asked me now for verification. I will be sending them everything as soon as I can and update you after.

Dear player, 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

No I didn't have successful withdraw, they kept getting stuck. No one contact me until that last email asking for verification after almost 2 months of waiting. I didn't complete the verification yet, but I will soon send everything. I sent you transcript to your email.

Dear player, just to clarify — have you already sent your documents to the casino for verification, or are you still planning to send them soon? Or did you send them and you're still waiting for a response?

The reason I’m asking is because the verification process is usually required before any withdrawals can be paid out. If the verification hasn’t been completed yet, the casino won’t be able to process your withdrawals.

I did not send yet because I am on vacation and have no desktop with me, they ask for selfie with desktop. I know they want verification and I will send as soon as I have desktop to take selfie but they wait almost 2 month to ask for verification. I will write you when I send everything for verification.

Dear player, do you have any updates?

Dear player,

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.

I sorry for the wait, I am back from holiday and I send everything to betmartini for verification that they ask for.

Hei, I just log in to my account on BetMartini to check if it is verified. But I see that my money is not in pending, not received, and also not in my balance! Before I made 3 withdrawals of 500 euro, but now the 1500 euro is missing from my account and I didn’t receive any money! I only have 1005 euro in my balance. Please help me with this!

Dear player, have you received any response from the casino regarding your verification status?

Just to make sure €495 is missing and you don’t know where it went, correct?

Have you already contacted the casino about this issue? If so, have you received any explanation? Please share any response or screenshot you may have received from them.

Hi,no,1500 is missing on my account. When I go check transaction history there is nothing, no withdrawals I made,no deposit,no bets, I don't know what's wrong,but they took my money. They responded that my withdrawal is in pending, but I can't see it on my account. And they didn't respond anything about my verification.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Shadow6Hawk for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetMartini Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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 I sent them a link to the complaint and asked them to respond

Dear CasinoGuru Team and Shadow6Hawk,

Thank you for raising this matter. We would like to provide clarification regarding the current status of the account and withdrawal request.

The player’s withdrawal is presently subject to enhanced verification procedures in line with our security and compliance policies. As part of this process, the player has already been invited to complete a video verification call. Once this verification is successfully completed, the Know-Your-Customer (KYC) process will be considered fulfilled, and the withdrawal will be processed without delay.

These steps are essential to maintain the security of our platform and to ensure that all payouts are made only after full compliance with regulatory requirements.

We remain committed to handling this matter as quickly as possible and look forward to finalizing the verification process.

Sincerely,

BetMartini

Thank you for the update BetMartini Casino representative.

Dear Shadow6Hawk, please keep us updated about the status of your video verification call. Thank you in advance!

Dear Shadow6Hawk,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.