Betsolino Casino - Der Rückzug des Spielers verzögerte sich um 12 Tage.

Hello, my withdrawal request has been pending for 12 days and the casino hasn't processed it yet.

The status of my withdrawal remains 'pending'.

Live chat support keeps telling me they are experiencing a backlog and I will receive my money soon. However, I don't get any responses to my emails.

My profile is fully verified. I played without using any bonuses.

Hallo, meine Auszahlung wird seit 12 Tage vom Casino nicht bearbeitet.

Der Status meiner Auszahlung ist unverändert auf dem Status ‚pending‘.

Der Live Chat sagt nur, dass sie in einem Bearbeitungsrückstand sind und ich bald mein Geld erhalte. Allerdings erhalte ich keine Reaktionen auf meine E-Mails.

Mein Profil ist vollständig verifiziert. Ich habe ohne einen Bonus gespielt.

Dear xSerious169,

Thank you very much for submitting your complaint.

I'm sorry to hear about the delay with your withdrawal request. To help us better understand your situation and assist you effectively, could you please provide us with some additional information?

• When did you make your withdrawal request?
• Have you received any communication from the casino other than the live chat responses you mentioned? If so, could you provide details or screenshots of those communications?
• Have you experienced similar delays with this casino in the past? If so, how were they resolved?
• Could you confirm that your profile verification is complete and that no further documentation has been requested by the casino?

Additionally, you can forward any relevant communication or evidence to petronela.k@casino.guru.

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,

Petronela

Hello, I submitted my withdrawal request on June 28, 2024.

This is also my first withdrawal at the casino.

I never received a response to my emails, even though I contacted the casino several times.

my verification is complete and no further documents are required

Hallo, meine Auszahlungsanforderung habe ich am 28.06.2024 gestellt.

Das ist auch meine erste Auszahlung im Casino.

Eine Antwort auf meine E-Mails habe ich nie erhalten, obwohl ich mehrere Male das Casino kontaktiert habe.

meine Verifizierung ist vollständig abgeschlossen und es sind keine weiteren Dokumente notwendig

Hello, I requested another withdrawal of €400 today.

My first withdrawal of €700 has still not been processed.

I would like to add my second withdrawal of €400 to this complaint.

Hallo, ich habe heute noch eine weitere Auszahlung in Höhe von 400 € angefordert.

Meine erste Auszahlung über 700 € wurde noch immer nicht bearbeitet.

Ich würde meine zweite Auszahlung in Höhe von 400 € gerne dieser Beschwerde hinzufügen.

Now 14 days have passed and I still haven't received my money.

jetzt sind 14 Tage vergangen, und ich habe mein Geld noch immer nicht erhalten.

Hello xSerious169,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Can you please just contact the casino regarding my withdrawal (there are now 2)?

Three weeks have passed now.

Könnt ihr bitte einfach das Casino bezüglich meiner Auszahlung (mittlerweile sind es 2) kontaktieren?

Es sind jetzt schon 3 Wochen vergangen.

Thank you very much, xSerious169, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you xSerious169 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betsolino Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

The timer has been running for 24 hours. Why is nothing happening here?

Der Timer ist seit 24h abgelaufen. Wieso tut sich hier nichts?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, apologies for the late reply. We are looking into this issue

Seven weeks have now passed. Both transactions are still 'pending'.

I have now contacted all well-known casino sites and also reported about it in forums.

If I finally get my money this week, everything will be fine.

Otherwise I will warn everyone that no payment will be made.

Mittlerweile sind 7 Wochen vergangen. Beide Transaktionen sind noch ‚ausstehend‘.

Ich habe mich mittlerweile an alle bekannten Casino Seiten gewandt und auch in Foren darüber berichtet.

Wenn ich diese Woche endlich mein Geld erhalte, alles gut.

Ansonsten werde ich jeden warnen, dass nicht ausgezahlt wird.

Hello, your case is currently under investigation

Can you please just process my two bank transfer withdrawals?

Könnt ihr bitte einfach meine beiden BankTransfer Auszahlungen durchführen?

Dear casino guru team,

The casino has now responded twice, shortly before the timer ran out, that they are 'investigating my case'.

Apparently the casino only says that so that the timer doesn't run out.

What do you have to 'investigate'?!

My first payout has been pending since June 28th and my second since July 11th.

There's nothing to investigate...they just need to be paid out and that's it.

Currently nobody is getting their money, I have been waiting for 7 weeks now!

Can you help me in any way here?

Or can the casino simply respond for weeks on end with a short reply saying the case is being investigated, even though there is nothing to investigate and the payout just needs to be made?

Lieber casino guru team,

das casino hat nun schon zweimal kurz bevor der Timer abgelaufen ist geantwortet, dass man ‚meinen Fall untersucht‘.

Offensichtlich schreibt dass das Casino nur, damit der Timer nicht abläuft.

Was muss man da ‚untersuchen‘?!

Meine erste Auszahlung steht seit dem 28.06 und meine zweite seit dem 11.07. auf ‚pending‘.

Da gibt es nichts zu untersuchen..die müssen einfach nur ausbezahlt werden und fertig.

Aktuell bekommt keiner sein Geld, ich warte nun 7 Wochen schon!

Können Sie mich hier irgendwie unterstützen?

Oder kann das Casino einfach wochenlang einfach kurz vom Timer antworten, man untersucht den Fall, obwohl es nichts zu untersuchen gibt, sondern es muss einfach nur ausgezahlt werden?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear xSerious169, it seems like this is the casino's common response if we receive a response at all.  I'm afraid there is not much that can be achieved without cooperation from its side. The casino operates under the Costa Rica license which doesn't have an option to file an official complaint to the regulator so there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter