Two weeks ago, I deposited 6,000 HUF into my casino account and activated a bonus. I fulfilled all the bonus requirements and kept playing until I accumulated 59,150 HUF (147 EUR), which was clearly in my "real money" balance. The next day, I initiated a withdrawal. I entered all the details correctly, and there should have been no obstacles. According to the policy, my withdrawal was supposed to arrive within 24 hours.
However, by the next day, the money had not arrived. I contacted customer support, who told me that there was some technical issue, that a specialist colleague would take over my case, and that they had informed the finance team. They assured me that the money would be in my account within a maximum of five business days.
After waiting for a week and a half, the system marked the transaction as successful, but the money was returned to my casino balance.
After proving that the money never arrived in my account, a casino representative asked me to restart the withdrawal process, assuring me that everything was now fine and that the money would arrive within 24 hours.
The next day, 24 hours had passed, and the transaction had not even reached the verification stage. I contacted customer support again, and they once more forwarded my case to a specialist who, according to them, would resolve it within an hour. They asked for one more hour of patience.
After 30 minutes, I received an email stating that my withdrawal had been canceled. I contacted customer support again, and they once again asked me to initiate the withdrawal process. They could not explain what the issue was or how long it would take to resolve it.
After another 24 hours, my withdrawal failed again. The Betonred support team then emailed me, asking me to use a different payment method.
The issue with this request is that their policy explicitly states that I must withdraw using the same method I used for my deposit. However, I still complied and attempted to withdraw via Skrill.
Meanwhile, two other support agents told me that this wouldn’t work because I didn’t deposit using Skrill. When I showed them the email from their own team, they started stammering and said the back-office team would notify me.
Of course, today I received yet another email stating that my fourth withdrawal attempt failed due to their policy.
This is my first withdrawal, and I have successfully completed all verification processes. It simply seems like they have no intention of paying out players' winnings.
