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I have gone through every possible verification process, yet for over 20 days, my gaming account remains locked. The reason provided is that my profile is under review, however, they can't give me an end date for when this review will be completed. I don't see why I have to undergo any more checks when everything is already verified. I have a withdrawal sum waiting in my account for over 10 days, and not a single employee can assure me if and when this sum will be received or if my account will be fixed.

Минала съм абсолютно всички възможни верификации но вече повече от 20 дена игралната сметка ми е заключена с обеснението че профила подлежи на проверка и не могат да ми дадат краен срок кога ще преключи тази проверка и защо трябва да минавам някво проверки след като всичко ми е верифицирано имам заявена сума за теглене която стой в раздел изчакване повече от 10 дни и абсолютно никой от обслужващия персонал не може да каже дали сумата ще бъде ли получена и д дали профила ще бъде оправям

Hello fatmeahmedova1994,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betano Casino BG. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

About a year ago I passed all the verifications, I have had withdrawals before as well as deposits, the last amount in question is from a bonus, my last conversation with them was three days ago, both on chat and by email, I talked with them about changing my phone number, after which they locked me out the game account

Преди около година минах всички верификации имала съм тегления преди както и депозити последната сума за която става въпрос е от бонус последния ми разговор с тях беше преди три дни както на чат така и по имейл разговарях с тях за смяната на телефонен номер след което ми заключиха игралната сметка

Thank you fatmeahmedova1994 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello fatmeahmedova1994,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betano Casino BG representative to join this conversation and participate in resolving this complaint.

Dear Betano Casino BG,

Could you comment on this and state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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.

Hello fatmeahmedova1994,

I have contacted the casino representative outside of the complaint thread and I will extend the timer by an additional seven days.

Your patience is much appreciated.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Bulgarian Gaming Authority (infocenter@nra.bg) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru