Betco.ag software provider carrying out audit/review

[blade922]

Hello,

I have won $29.8k USD at betco.ag

I have deposited and withdrawn alot from this casino before over the last couple of years. They have paid me on my last withdrawal $10k usd just weeks ago.

Now my recent biggest win of $29.8k they are telling me the software provider is carrying out a routine audit / review of my win due to my activity.

I have not used any bonus, it was all won with my money on live roulette.

It has now been 10 days since I instructed them to withdraw my money and then them telling me its now under review.

Im getting nowhere with their live chat they just keep telling me no updates and nobody is responding to my support emails either.

Usually withdrawals are same day it's requested within hours processed and recieved.

Any suggestions or help welcome?

Thanks

 

[MarkDon]

Hi,

That sounds like a frustrating situation, especially considering you are not a new player and they have already processed significant withdrawals for you in the past. The fact that they paid you $10k only a few weeks ago does make the sudden “routine audit/review” explanation a bit unusual, although it’s not completely unheard of for casinos or providers to review larger wins.

A couple of things stand out here. First, 10 days is not an extremely long time in casino terms when it comes to a bigger withdrawal, but the lack of communication is the worrying part. If the software provider is genuinely reviewing the win, the casino should at least be able to provide some basic information — what provider is involved, whether the review is still ongoing, and an estimated timeframe. Just telling you “no updates” repeatedly without anyone addressing your emails is not great customer service.

Since you played live roulette with your own deposited funds and there were no bonuses involved, hopefully this is just a verification/review process and not something more serious. Have they mentioned what exactly triggered the review? For example, unusual betting patterns, a game/provider issue, or just the size of the win?

I would suggest keeping everything documented — screenshots of your balance, withdrawal request, chat transcripts, and any emails you have sent. If they continue to ignore you, you could consider opening a complaint with their licensing body or posting a formal complaint through Casinomeister’s PAB system if the casino is eligible. Sometimes a public thread also helps get the right people involved.

Hopefully they simply need more time and you get your $29.8k paid without further issues. Please keep the thread updated, as I’m sure many people will be interested in how Betco handles this.

 

[teckiwi]

Wait it out, don't cancel the withdrawal/play down balance.

Ask to escalate the process to a manager etc to see if they can speed things up