Betunlim Casino - Das Spielerkonto wurde geschlossen und die Auszahlung verzögert sich.

3 days ago I registered at BETUNLIM casino using your link. I chose this casino because of the "HIGH" security rating.

I immediately sent them my documents for verification and asked them to check before I make a deposit.

To which they sent me a response by email that "VERIFICATION IS NOT REQUIRED".

Then I made a deposit of 500 euros and started playing without a bonus.

However, problems started almost immediately. When I made a request to withdraw funds for 228 euros, they cancelled it and asked me to go through verification.

But I had already sent them all the documents in advance. They told me that verification would take place within one day.

But 3 days have passed, they still haven't verified my account and haven't even looked at my documents. Although they promised to check within a day.

The next day, they removed all payment methods from my account cashier. Although, when I made a deposit, there were many methods for replenishing and withdrawing funds - e-wallets, cryptocurrency, cards.

Now there is none of this, but there is only a method of input/output of funds "bank transfer".

During the game, I reached level 4 (professional) in the loyalty program. I earned more than 16,000 loyalty points.

And for this I was entitled to bonuses for reaching each level.

And today I discovered that all my loyalty bonuses have disappeared.

This is a very worrying situation and I am afraid that they will confiscate my balance.

Now I have 2200 euros on my account. And I want to record this moment. I made a screenshot of my account.

I stopped playing and want to withdraw all funds. This is a very bad casino.

Kasino-Azov I ask you to help me with this casino, because I registered using your referral link and played without bonuses

3 дня назад я зарегистрировался в казино BETUNLIM по вашей ссылке. Я выбрал это казино из-за "ВЫСОКОГО" рейтинга безопасности.

Я сразу же отправил им мои документы для верификации и попросил их проверить прежде чем я сделаю депозит.

На что мне прислали ответ на емайл, что "ВЕРИФИКАЦИЯ НЕ ТРЕБУЕТСЯ".

Тогда сделал депозит 500 евро и начал играть без бонуса.

Однако, проблемы начались практически сразу же. Когда создал запрос на вывод средств на 228 евро, они его отменили, и попросили пройти верификацию.

Но я уже заранее отправил им все документы. Мне сказали, что верификация проходит в течении одного дня.

Но вот уже прошло 3 дня, они до сих пор не верифицировали мой аккаунт и даже не посмотрели мои документы. Хотя обещали проверить в течении дня.

На следующий день, онин убрали все методы оплаты из кассы моего аккаунта. Хотя, когда я делал депозит, там было множество методов пополнения и снятия средств - электронные кошельки, криптовалюта, карты.

Сейчас этого ничего нет, а есть только способ ввода/вывода денежных средств "банковский перевод".

За время игры, я достиг 4 уровня (профессионал) по программе лояльности. Я заработал более чем 16000 очков лояльности.

И за это мне полагались бонусы, за достижения каждого уровня.

И вот сегодня я обнаружил, что все мои бонусы лояльности исчезли.

Это очень тревожная ситуация, и я боюсь как бы они не конфисковали мой баланс.

Сейчас на моем аккаунт 2200 евро. И я хочу зафиксировать этот момент. Я сделал скриншот моего аккаунта.

Я перестал играть, и хочу вывести все средства. Это очень плохое казино.

Kasino-Azov прошу вас помочь мне с этим казино, поскольку я зарегистрировался по вашей реферальной ссылке и играл без бонусов

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

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.

I presented my ID (both sides) and a selfie with this document.

I did not use the bonus to play. I intentionally refused bonuses.

Before making my first deposit, I sent them all the documents.

Then they did not accept them, saying that "verification is not required."

And now they have started an investigation, referring to their internal rules, they said that they will check my documents for 14 days!!!

Ask them why they removed all payment methods from my checkout?

Я представил удостоверение личности (обе стороны) и селфи с данным документом.

Я не использовал бонус для игры. Намеренно отказался от бонусов.

Перед тем как сделать первый депозит, я отправил им все документы.

Тогда они их не приняли, сказав что "проверка не требуется".

А теперь они начали проверку, ссылаясь на свои внутренние правила сказали что будут проверять мои документы 14 дней!!!

Спросите их, почему они удалили все методы оплаты из моей кассы?

Dominika, how is our business going? Have you forgotten about me?

Dominika как продвигается наше дело? Вы про меня не забыли?

Dear player, could you please tell me exactly when you sent your documents for verification?

I also haven’t received any emails from you with communication between you and the casino—could you kindly forward that to dominika.l@casino.guru or upload screenshots here in the complaint thread?

Can you also let me know which games you played?

Are you not able or willing to withdraw via bank transfer?

I noticed in the screenshot of your transaction history that there appears to be a bonus listed. Could you clarify what this bonus is and how it got there, especially since you mentioned you didn’t use any bonuses?

• I sent the documents for verification on August 16th, as soon as they requested them.
• I sent you the correspondence with Betunlim by email
• I mostly played live dealer games, table games, Craps, etc.
• I can't withdraw via bank transfer. In our country, accounts are blocked for such transfers from foreign casinos. That's why I use e-wallets
• I won bonuses for reaching levels. And I played one of them. But then all bonuses for reaching levels were removed from me.
• I didn't use deposit bonuses. I only played with my own money. But the Bonus for reaching the level is very small money. You see that it didn't give out 2 euros... I think it was free spins. That's all. I lost them quickly, and didn't get any winnings from these free spins.

• Документы на проверку я отправил 16-го августа, сразу как они запросили
• отправил вам на почту переписку с Betunlim
• В основном я играл лайв игры с живыми дилерами, игры за столом, Крэпс и прочее
• Я не могу вывести банковким переводом. У нас в стране блокируют счета за такие переводы из зарубежных казино. Поэтому я использую электронные кошельки
• я выиграл бонусы за достижения уровней. И один из них я сыграл. Но затем все бонусы за достижения уровней у меня удалили.
• Я не использовал бонусы на депозиты. Я играл только на свои деньги. Но Бонус за достижения уровня, это очень маленькие деньги. Вы видите, что там не выдало 2 евро... По-моему это были фриспины. Вот и все. Я их быстро проиграл, и не получил с этих фриспинов никакого выигрыша

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Betunlim Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good evening. The documents were checked yesterday (08/27/2025). The player can withdraw funds.

As for the terms of document verification, we try to carry out the verification as soon as possible. But according to paragraph 4.2 of the rules, verification of each document may take up to 14 business days from the moment it is uploaded to the site.

As for the bonus system.

According to paragraph 29.2 of the rules, BETUNLIM may limit or deny specific users the opportunity to receive certain bonuses and participate in promotions.

Betunlim Casino I logged into my account and found that my documents had been verified and all methods of depositing/withdrawing funds appeared in the cash register.

Today I created a withdrawal request.

Betunlim Casino , tell me, how long does it take to withdraw money to the Jeton e-wallet?

Betunlim Casino я зашел к себе на аккаунт, и обнаружил что мои документы проверены и в кассе появились все методы ввода/вывода средств.

Сегодня я создал заявку на вывод средств.

Betunlim Casino скажите, как долго выводите деньги на электронный кошелек Jeton?

Dear player, I have found this in the casino's terms:

"6.4 All withdrawal requests are processed 24/7. The request processing time may take up to 72 hours if the requested amount does not exceed 1,000 EUR, and up to 7 days if the requested amount exceeds 1,000 EUR."

However, speaking from experience, withdrawals may take up to 14 days, so I would be ready to wait that long. If money will not arrive in that timeframe, please, let us know. Meanwhile, I will set a timer for 14 days here.

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

Dear MARKKKK,

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,

Pavel