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Hello,

I would like to submit a complaint against Betobet regarding the unjustified withholding of my funds.

My account is fully verified, and I have previously made both deposits and withdrawals successfully, which proves that my account was considered legitimate by the casino.

Case details:

Total balance: BRL 7,400

Withdrawal amount requested: BRL 3,500

Withdrawal request date: March 11, 2026

Payment methods used: Cryptocurrency and PIX (Brazilian instant payment system)

Account status: Fully verified

After requesting my withdrawal, my account was suddenly placed under a "risk analysis". However:

No specific reason has been provided

No violation has been mentioned

No additional documents have been requested

No timeframe has been given for completion

I have contacted support multiple times and fully cooperated, providing:

Identity verification documents

Betting history

Proof of deposits and previous withdrawals

Despite this, I continue to receive only generic responses stating that my account is under review.

Withholding funds from a fully verified player without justification and without a defined timeframe is highly concerning and does not comply with fair gaming principles.

Additional important information:

I have previously deposited using PIX via Brazilian payment intermediaries

I have also used cryptocurrency deposits (TXIDs available if needed)

I can provide full documentation, including screenshots and transaction proofs

I kindly ask Casino Guru to assist in this matter and help ensure that Betobet processes my withdrawal without further delay.

At this stage, I am simply requesting access to my own funds.

Thank you for your time and assistance.

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 felipemuteh,

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

The casino has contacted me via email, but unfortunately, the response did not provide any meaningful progress.

They repeated that my account is under "risk analysis", but:

No specific reason has been provided

No timeframe has been given

No additional documents have been requested

This situation is very concerning, especially considering that:

My account is fully verified

I have successfully deposited and withdrawn in the past

There has been no accusation of any rule violation

At this point, it appears that the operator is delaying the process without justification.

I would like to emphasize that I am fully willing to cooperate, but I expect transparency and a reasonable timeframe.

I kindly ask Casino Guru to continue assisting in this case and help ensure that Betobet provides a clear explanation and processes my withdrawal.

Dear felipemuteh,

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.

Dear felipemuteh,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru