Betzard Casino - プレイヤーの撤退が遅れています。

I submitted a withdrawal request at this casino a month ago, but it still hasn't been processed.

The casino keeps repeating that the provider is checking it like a broken bot.

My KYC is complete, and I have a history of successful withdrawals.

I haven't used any bonuses either.

It seems similar complaints have been popping up around the same time, and the casino is repeatedly refusing withdrawals across the board.

Translated with DeepL.com (free version)

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Betzard Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify the date when you submitted the withdrawal request?  
• Have you made successful withdrawals before using the same payment method? Can you specify the payment method?  
• When did the provider's check start?

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

Best regards,

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

8/6

mifinity

unknown

Thank you for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

This is everything since it was submitted first.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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 again andandjonnyx,

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betzard Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betzard Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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 andandjonnyx,

Unfortunately, the casino has not yet responded to my initial attempts to contact them. Since we have successfully cooperated with their representatives in the past, I have reached out to them through alternative channels in the hope of expediting the process.

At this moment, we are still awaiting their reply. Please be assured that I will keep you updated and inform you immediately of any new developments.

Thank you very much for your patience and understanding.

Dear andandjonnyx,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo