I have tried to request several withdrawals, some have been rejected because I was trying to withdraw to a different account than the one I deposited, however I made a new one for my bank account and it lasted more than two weeks, I decided to cancel it to bet more, later, I tried neteller and it has been pending for days, the casino does not give me a resolution despite having contacted customer service several times, I have been like this since February 19.

He tratado de solicitar varios retiros, algunos se han rechazado porque estaba tratando de retirar a una cuenta diferente a la que deposite, sin embargo realice uno nuevo por mi cuenta de banco y duró más de dos semanas, decidí cancelarlo para apostar más, después, intenté por neteller y lleva dias pendiente, el casino no me da resolución a pesar de haber contactado varias veces a servicio al cliente, llevo así desde el 19 de febrero.

Dear maulopez00411,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have been waiting for your withdrawal via Neteller since February 19?

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

That's right, I've been waiting for it since that day.

I have never been able to withdraw, this is the first.

Do not accept any bonus, everything is without bonus.

I attach an image of my account verification.

Así es, lo he estado esperando desde ese día.

Nunca he podido retirar, este es el primero.

No acepte ningún bono, todo es sin bono.

Adjunto imagen de la verificación de mi cuenta.

Thank you very much for your reply, maulopez00411. Before we contact the casino, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I also contacted many times by live chat, however I do not have photos of that, since it is not saved like emails.

thank you

Contacte también muchísimas veces por chat en vivo, sin embargo no tengo fotos de eso, ya que no se guarda como los correos.

gracias

Thank you very much, maulopez00411, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Maulopez00411!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Mau.lpzco004 and Casino Guru.

We are very sorry about this problem. There was an issue with our payment processor, wich caused the delay.

The withdrawal was concluded last wednesday as informed by email.

We are taking measures to stop this from happening again in the future. Our goal is to give our customers the best user experience possible.

Best regards,

Betmotion Team.

Thank you for your response, Betmotion Team!

Maulopez00411, please, let me know as soon as you receive your withdrawal.

Dear maulopez00411,

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.

Maulopez00411, could you, please, inform us if you have received a withdrawal?

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.