BetGem Casino - 플레이어의 출금이 지연되었습니다.

Hey,

Today I joined the mentioned website (appears to belong to the Betnuvo,7bets,Winsmania group which isn’t comforting) and deposited twice.

i used the first and second deposit bonuses and on the second I hit a crazy bonus round on Gates of Olympus where I hit the Max Win (€6,000).

I proceeded to fulfill the rest of the second deposit bonus wagering requirements, sent documents to support for KYC and requested the max daily deposit to my bitcoin wallet (€2,500).

I half expected the balance to dip extremely when I fulfilled the wagering requirements but I didn’t. Support have said KYC can take 1-3 days and it’s the weekend…

I’ve been down this road before and I know the reputation of this branch of casinos so I’m well prepared to never get this money.

i checked their Terms and there’s a vague clause about bonuses cannot be played on the following games and they basically list an exhaustive list of slots that means you can probably play barely any games with a bonus. I suspect this will be what they reply with when they reject or void my balance lol

I’ve also read the testimonies of other players who have had trouble getting money out of these casinos and it doesn’t fill me with hope! What does is I saw a few resolved cases of players being paid out.

so I’ll wait it out and see what happens . I also have screenshots of everything incase they just kick me out of my account.

Dear Helterskelter22,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

theyre currently reviewing my play history and I cannot play at the casino until it’s done.

i checked their general terms and conditions and the game I won the money in is listed as restricted, that potentially may be ground for them to void my winnings which I’m anticipating.

the actual bonus terms itself just says "some games may be excluded from wagering"

not verified yet either, time will tell but it’s not looking good. Is there anything that can be done if they void my winnings?

They emailed me and removed my winnings due to the restricted game

Dear Helterskelter22,

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 Helterskelter22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.