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I would like to file a complaint against BetBona Casino.

I requested a withdrawal of 60€ on January 27, 2026. The casino asked me to complete the verification process (KYC), and I sent all the documents they requested.

After sending the documents, the support team stopped responding to my emails. My withdrawal is still pending and I have not received any explanation.

I have tried contacting support several times but I have not received any reply.

I am requesting that BetBona Casino process my withdrawal of 60€ or provide a clear explanation for the delay.

Thank you.

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 Ydmguerrero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• What specific documents did you submit for the verification process (KYC)?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Hello Petra

It was a pleasure to contact you and for the attention you provided.

1st

I haven't made any withdrawals before; this is the first one I've requested.

2nd

-Identity documents on both sides, in my case NIE

-document certificate of residence, in my case, registration certificate

- I presented the bank certificate document with my account details and then they asked me for a screenshot of my card numbers.

-note

They asked me for a photo with a sign saying the date and that the photo was for Betbona.

3rd

The bonus they offered me for my first deposit was taken away as soon as I entered the first game, and when I wrote to them, they said they would return it, but it never happened, so everything I won was with my real money.

Thank you Petra for your attention and I look forward to a prompt reply

Hola petra

Un gusto contactar y la atención brindada

1ro

no he realizado retiros es el primero que solicito

2do

-documentos de identidad por los dos lados en mi caso nie

-documento de certificado de residencia en mi caso padrón

- documentos certificado del banco con mi cuenta lo presente y siguiente me pidieron captura de pantalla con mis números de tarjeta

-nota

Me pidieron una foto con un cartel diciendo la fecha y que esa foto iba dirigida para betbona

3ro

El bono que me ofrecieron por el primer ingreso me lo quitaron solamente ingresando en el primer juego y escribí me dijeron que lo devolverían y nunca pasó así que lo ganado fue con mi dinero real

Gracias petra por la atención y espero una pronta respuesta

Thank you for your reply and for providing the previous details, Ydmguerrero.

• Have you received any confirmation from the casino regarding the receipt of your verification documents?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used for your deposit?
• Update us on the current status of your withdrawal request. Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Additionally, could you provide any communication you had with the casino? This can include screenshots, emails, or chat records. You can send all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra

To date I have not received any response from Betbona or KYC through any means.

Second, the withdrawal method requested is the same as the card I used to access my account.

Third appears as pending

Next Attached documents

Thank you, I look forward to your prompt reply.

Hola petra

Hasta la fecha no he recibido ninguna respuesta por ningún medio de betbona ni kyc

2do el método de retiro solicitado es el mismo medio de la tarjeta con la que ingrese mi cuenta

3ro aparece como pendiente

Siguiente Adjunto documentos

Gracias espero pronta respuesta

Dear Ydmguerrero

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 Lucia (lucia.s@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,

Petra

Hello Ydmguerrero,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Thank you Lucia, I will be very attentive to a positive solution.

Gracias lucia estaré muy atento a una solución positiva

Hello Ydmguerrero,

I have received a response from the casino via email. They will review your case and get back to me with more information.

I will keep you informed as soon as there is any update.

Dear Ydmguerrero,

The BetBona Casino Team has informed us that your case has now been resolved and that your withdrawal has been processed. They also mentioned that there was a technical issue on their side which caused a delay, but this has now been fixed.

Could you please confirm whether you have received your funds?

Thank you in advance for your confirmation.

Dear Ydmguerrero,

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.

Hi Lucia

I appreciate your intervention. It's a shame that as players and winners we have to reach this point with this gambling site, but luckily we have your valuable interventions, and in my case it was favorable. If it weren't for your intervention, I would sadly have given up on Betbona. Thank you very much, and my money has already been deposited. Have a good day.

Hola lucia

Le agradezco la intervención es una lástima que como jugadores y ganadores tengamos que llegar hasta estás instancias con esta casa de juegos pero por suerte contamos con sus valiosas intervenciones y en mi caso fue favorable por si no fuese por su intervención lastimosamente le hubiera doda por vencido con esta casa betbona muchas gracias y ya me han depositado mi dinero feliz dia

Dear Ydmguerrero,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru