- Joined
- Jul 9, 2011
- Location
- England
So I decided to play at Betreels Casino last weekend and I've ever had any issues there until recently regarding a £60 withdrawal.
Now I know it's only £60 but that is beyond the point, on principal I think it matters that I get my withdrawal regardless of the amount.
On the 7th August I deposited £50, later withdrawing £60 back to the same deposit method.
The withdrawal, apparently, was processed on the 8th August and this is the frustrating email communication trail so far:
Email trail so far.
8th August.
Me: Hi Betreels.
I have a £60 withdrawal that has been approved by instant bank transfer but it hasn't landed with me? Instant deposit was instant why isn't the withdrawal to bank?
My bank offers fast deposits so it's not a bank issue. Any other casino I've withdrawn to bank it's been pretty much instant on landing with me.
---------
Betreels: Dear Shane,
Thank you for your email!
We can see your withdrawal has been released on 07/08/2026 to the requested payment method Instant Bank Payment in the amount of £50
Please keep in mind that it may take 3 to 5 business days for the funds to appear in your account, depending on your bank’s processing times.
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Simon
Betreels
Customer Support
-------
12th August
Me: Hi Simon.
I still have not received my £60 withdrawal to my bank. There is no way it would or should take this long, instant withdrawal is apparently not instant with Betreels.
What account have you returned the withdrawal too? Because it should be account ending in 3333.
-------
Betreels: Dear Shane,
Thank you for your email!
The £60 withdrawal was processed as a bank transfer. It was not returned to a card, so the funds should be credited to the bank account details provided for the withdrawal.
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Tyler
Betreels
------
13th August
Me: Hi Tyler,
Yes I'm aware it was withdrawn by bank transfer and not a card withdrawal. My point is it has now been 4 buissness days and I still have not received it.
It's actually been 6 days in total now since the withdrawal was approved, let alone 4 working days since then.
My bank states there is no record of this withdrawal heading to them to be deposited into my bank account.
So if they say it hasn't been sent to them, i.e. my bank account, then where is it?
Like I've been doing this whole gambling thing a while in my life and never has a withdrawal taken more than 6 days for a bank withdrawal.
Who takes responsibility for the missing payment when it doesn't arrive in say another 4 working days? 8 working days? 12 working days?
-----
Betreels: Dear Shane,
Thank you for your email!
Could you kindly provide the bank statement in PDF format for your instant bank because, from our side, it shows that it was approved and sent? This will help us review the details more thoroughly. Thank you!
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Ben
Betreels
------
Me: Hi Ben.
I cannot tell you how frustrating this is becoming now. But I have at your request attached the bank statement that shows I have not received that withdrawal of £60 still, and today is now 5 working days.
So what happens now I've provided the proof the withdrawal hasn't been sent to me?
--------
Betreels:
Dear Shane,
Thank you for your email!
I can see you have provided us with some documents. Our Verification Team will review them as soon as possible and notify you further via email, should they require anything else.
Unfortunately, I’m unable to provide an exact timeframe for verification processing.
As we must take all necessary measures to protect your account, we do understand that our review process does take a little longer at times and we appreciate your patience and understanding.
Please note that Customer Support does not directly handle or process your documents.
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Simon
Betreels
-------
Me: Hi Simon thank you.
If you could let them know I've spoken to the bank also and they have no trace of the withdrawal as if today's follow-up.
------
Betreels: Dear Shane,
Thank you for your email!
Do not worry.
Once the team has reviewed and verified your documents , your withdrawal will be released.
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Simon
--------
17th August
Me: Hi Betreels,
Do we got an update on my missing withdrawal yet?
The £60 withdrawal you guys assured me you had processed and sent to my bank - when in fact you hadn't sent it at all?
I've supplied the proof I didn't receive it, I've been told something slightly different each time I've contacted too.
Surly it's not hard to find out what has happened here?
Can I speak with someone in the management team about this? I want them to know how ridiculous this is over £60.
-------
Betreels: Dear Shane,
Thank you for your email!
A bank statement you have provided does not show same bank account as the one you used to deposit with from before and where a withdrawal was sent.
You can try searching through a bank account using which you have deposited 10 in April 2026.
If you have not received a withdrawal request on it, please provide us with a full bank statement from April to today's date.
In regards to your last request done, our management does not provide support services for our customers.
Best Regards,
Katie
Betreels
------
Me: Hi Katie,
This is not true and incorrect - I deposited with my account ending in **** it clearly shows the transaction on page 4 of the statement I previously provided.
I sent you the bank statement from my account ending in ****. I have now again attached the same bank statement to this email, from the same account I've sent to you last time and used to deposit and withdraw.
I have also circled the transaction showing my deposit from said account.
How can someone get this so wrong?
End
----
So far they've just basically fobbed me off with misinformation, they talk about card withdrawals that I never mentioned, they got the amount wrong on my withdrawal and now they tell me they don't have any management to speak too. I've asked for the complaint procedure and been ignored.
So I am just going to take it on the chin and right off the withdrawal all together.
Worse still they are now playing some ridiculous antics about my deposit not being from the same bank as my provided bank statement I deposited with when it literally is there in black and white.
I've literally just had to reply to them with the same bank statement I had already sent with the same transactions on it and circled the deposited transaction in red - because clearly their accounts department cannot read a bank statement.
Anyway, I would avoid using bank deposits and withdrawals at Betreels, period.
Shane
Now I know it's only £60 but that is beyond the point, on principal I think it matters that I get my withdrawal regardless of the amount.
On the 7th August I deposited £50, later withdrawing £60 back to the same deposit method.
The withdrawal, apparently, was processed on the 8th August and this is the frustrating email communication trail so far:
Email trail so far.
8th August.
Me: Hi Betreels.
I have a £60 withdrawal that has been approved by instant bank transfer but it hasn't landed with me? Instant deposit was instant why isn't the withdrawal to bank?
My bank offers fast deposits so it's not a bank issue. Any other casino I've withdrawn to bank it's been pretty much instant on landing with me.
---------
Betreels: Dear Shane,
Thank you for your email!
We can see your withdrawal has been released on 07/08/2026 to the requested payment method Instant Bank Payment in the amount of £50
Please keep in mind that it may take 3 to 5 business days for the funds to appear in your account, depending on your bank’s processing times.
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Simon
Betreels
Customer Support
-------
12th August
Me: Hi Simon.
I still have not received my £60 withdrawal to my bank. There is no way it would or should take this long, instant withdrawal is apparently not instant with Betreels.
What account have you returned the withdrawal too? Because it should be account ending in 3333.
-------
Betreels: Dear Shane,
Thank you for your email!
The £60 withdrawal was processed as a bank transfer. It was not returned to a card, so the funds should be credited to the bank account details provided for the withdrawal.
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Tyler
Betreels
------
13th August
Me: Hi Tyler,
Yes I'm aware it was withdrawn by bank transfer and not a card withdrawal. My point is it has now been 4 buissness days and I still have not received it.
It's actually been 6 days in total now since the withdrawal was approved, let alone 4 working days since then.
My bank states there is no record of this withdrawal heading to them to be deposited into my bank account.
So if they say it hasn't been sent to them, i.e. my bank account, then where is it?
Like I've been doing this whole gambling thing a while in my life and never has a withdrawal taken more than 6 days for a bank withdrawal.
Who takes responsibility for the missing payment when it doesn't arrive in say another 4 working days? 8 working days? 12 working days?
-----
Betreels: Dear Shane,
Thank you for your email!
Could you kindly provide the bank statement in PDF format for your instant bank because, from our side, it shows that it was approved and sent? This will help us review the details more thoroughly. Thank you!
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Ben
Betreels
------
Me: Hi Ben.
I cannot tell you how frustrating this is becoming now. But I have at your request attached the bank statement that shows I have not received that withdrawal of £60 still, and today is now 5 working days.
So what happens now I've provided the proof the withdrawal hasn't been sent to me?
--------
Betreels:
Dear Shane,
Thank you for your email!
I can see you have provided us with some documents. Our Verification Team will review them as soon as possible and notify you further via email, should they require anything else.
Unfortunately, I’m unable to provide an exact timeframe for verification processing.
As we must take all necessary measures to protect your account, we do understand that our review process does take a little longer at times and we appreciate your patience and understanding.
Please note that Customer Support does not directly handle or process your documents.
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Simon
Betreels
-------
Me: Hi Simon thank you.
If you could let them know I've spoken to the bank also and they have no trace of the withdrawal as if today's follow-up.
------
Betreels: Dear Shane,
Thank you for your email!
Do not worry.
Once the team has reviewed and verified your documents , your withdrawal will be released.
Please contact us if you have any further inquiries. We are available 24/7!
Best Regards,
Simon
--------
17th August
Me: Hi Betreels,
Do we got an update on my missing withdrawal yet?
The £60 withdrawal you guys assured me you had processed and sent to my bank - when in fact you hadn't sent it at all?
I've supplied the proof I didn't receive it, I've been told something slightly different each time I've contacted too.
Surly it's not hard to find out what has happened here?
Can I speak with someone in the management team about this? I want them to know how ridiculous this is over £60.
-------
Betreels: Dear Shane,
Thank you for your email!
A bank statement you have provided does not show same bank account as the one you used to deposit with from before and where a withdrawal was sent.
You can try searching through a bank account using which you have deposited 10 in April 2026.
If you have not received a withdrawal request on it, please provide us with a full bank statement from April to today's date.
In regards to your last request done, our management does not provide support services for our customers.
Best Regards,
Katie
Betreels
------
Me: Hi Katie,
This is not true and incorrect - I deposited with my account ending in **** it clearly shows the transaction on page 4 of the statement I previously provided.
I sent you the bank statement from my account ending in ****. I have now again attached the same bank statement to this email, from the same account I've sent to you last time and used to deposit and withdraw.
I have also circled the transaction showing my deposit from said account.
How can someone get this so wrong?
End
----
So far they've just basically fobbed me off with misinformation, they talk about card withdrawals that I never mentioned, they got the amount wrong on my withdrawal and now they tell me they don't have any management to speak too. I've asked for the complaint procedure and been ignored.
So I am just going to take it on the chin and right off the withdrawal all together.
Worse still they are now playing some ridiculous antics about my deposit not being from the same bank as my provided bank statement I deposited with when it literally is there in black and white.
I've literally just had to reply to them with the same bank statement I had already sent with the same transactions on it and circled the deposited transaction in red - because clearly their accounts department cannot read a bank statement.
Anyway, I would avoid using bank deposits and withdrawals at Betreels, period.
Shane
