Hello,

I have been waiting for a withdrawal of 350 euros since July 23rd, 2024. I understand it hasn't been an extremely long time. However, I noticed on the Casino Guru website that several complaints have already been submitted about this casino not processing payouts. In the discussions on Casino Guru's site, there are even more players claiming they haven't received their payouts. Everyone receives the same responses, month after month. Now, I am receiving these same replies daily. I have sent multiple emails, but not a single one has been answered, none at all. The live chat always says there's a backlog in processing. In the live chat, there also only seems to be one employee named Irina. I am now filing this complaint because I am experiencing the same issues that other players have been dealing with for weeks. My account is verified and I played without a bonus.

Hallo

Ich habe seit 23.7.24 eine Auszahlung von 350 Euro offen. Ich wei? nicht lange zeit genug. Aber ich hab auf der seite casino guru gesehen das schon einige beschwerden über das casino eingereicht wurden weil sie nicht auszahlen. In den diskussionen auf der seite von casino guru sind es noch mehr spieler die sagen sie werden nicht ausgezahlt. Alle bekommen die gleichen aussagen, seit monaten. Nun bekomme ich auch t?glich diese antworten. Ich hab mehrere emails gesendet,aber es kommt keine einzige antwort, keine. Es hei?t im live chat immer nur, sie haben einen bearbeitungsrückstand. Es gibt weil im live chat auch nur 1 Mitarbeiterin namens Irina? Ich reiche jetzt schon die beschwerde ein weil es mir nun so geht wie anderen spielern schon seit wochen. Mein Konto ist verifiziert und ich habe ohne Bonus gespielt.

Dear Gretche70,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello,

Yes, of course I can wait those 14 days. But as you can read from other players here, I'm not the only one waiting for their money. Above all, I write an email to the casino every day and have had no response to date. Everything the people write here is correct. If you contact the casino, perhaps through another complaint, I'm dead certain that you won't get a response. Just as I'm sure that my complaint won't achieve anything anyway.

Hallo,

Ja natürlich kann ich auch diese 14 tage warten. Aber wie ihr hier von anderen spieler lesen k?nnt, bin ich nicht die einzige die auf ihr Geld wartet. Vor allem schreibe ich jeden tag eine email an das casino und bis heute keine reaktion. Passt alles was die leute hier schreiben. Wenn ihr euch mit dem casino in verbindung setzt, vielleicht durch eine andere beschwerde, bin ich mir tot sicher das ihr keine antwort bekommt. So wie ich mir sicher bin das meine beschwerde sowieso nichts bringt.

I fully understand your frustration and concerns Gretche70. However, I will set the timer for an additional 7 days to allow the casino two full weeks to process the payment. If there’s no development by Tuesday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

Ok, let's wait until Tuesday, but I think you know as well as I do that nothing is happening. Just like other players here, we are all being cheated

Ok warten wir bis Dienstag, aber ich denke ihr wisst genauso wie ich das eben nichts passiert. So wie bei anderen Spielern hier auch, wir werden alle betrogen

Today is Tuesday and nothing has happened

Heute ist Dienstag und nichts ist passiert

Why is nothing happening here anymore?

Warum passiert hier nun nichts mehr?

Thank you very much, Gretche70, for your patience. I will now transfer your complaint to my colleague Mirka ([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.  

Dear Gretche70,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betsolino Casino representative to join this conversation.

Dear Betsolino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

I don't think anything will come of the casino. They've already proven enough that they're just ripping people off.

Ich denke mal das von dem Casino nichts kommen wird. Sie haben auch schon genug bewiesen das sie die Leute hier einfach nur verarschen.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, 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 you choose casinos by 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,

Mirka

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