Betunlim Casino - 決済が遅延しているとのクレームがあります。

I am from Russia (previously it was possible to register). I joined Betanlim around May 2025, I bet on sports, I didn't play at the casino. I won some money, requested verification when trying to withdraw, sent them some photos, checked them quickly enough and the withdrawal was approved. He continued to play there, won a large sum in November 2025 and tried to withdraw it. My account was blocked and video verification was scheduled in 10 days, I passed it, and they told me to wait 14 business days. After 14 working days, the account was unblocked and I tried to make a withdrawal, first I made 3,000 euros, they canceled almost immediately, writing that the limit was exceeded and I put 1,000 euros on withdrawal, three days later the application was canceled and they requested a document confirming the address, I sent them a bank statement, it's been more than three days, they still the document was not checked. Please help us speed up the withdrawal of funds. I do not know why they requested the documents again after the video verification. They say to wait 14 working days, but taking into account the New Year holidays, it will be January 16, a whole month to wait for the document to be checked, is that okay?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kam05,

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 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

I've already been verified back in May. I also recently passed a video verification. Why did they request verification again? Okay, I sent them the document, but you must agree that waiting a month for them to check it is a very long time, given that I have already passed verification and video verification. I'm just asking you to help speed up the document verification. About a month and a half has already passed since the start of the re-verification.

here, even on the website, support writes that they usually check it a day before

Dear Kam05,

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.

Good evening. no, they are still checking the document

The document has been verified, I submitted a payment of 1000 euros, now wait until 72 hours

good afternoon, the casino is undergoing maintenance, does this mean they are closing? Stopped answering questions by mail

Dear Kam05, thank you for your response. Could you please forward your communication with the casino in relation to this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

they promised to pay within a week. Three days have already passed, let's wait another 4 days. What screenshots should I take of correspondence with them?

Dear Kam05,

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, Martina (martina.b@casino.guru). 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,

Attila G.

Dear Kam05,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betunlim Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player ´s withdrawal has not been yet processed?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kam05,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina