Since the beginning of August 2024, I have had €300 pending in my account, and despite sending multiple emails, there has been no resolution. The responses are always "We apologize for the delay, your issue will be resolved," but nothing has been done so far.

The chat simply doesn't work. In short, I do not intend to play at this casino anymore.

Desde o início de Agosto de 2024 que tenho pendentes na minha conta 300€ e por mais que já tenha enviado vários emails a resolu??o da situa??o n?o existe, ou seja as respostas s?o sempre "pedimos desculpa pelo atraso o seu problema será resolvido" e até agora nada.

o chat simplesmente n?o funciona, enfim, n?o tenciono jogar mais neste casino.

Dear Cellilane,

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. 

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

I've never made another withdrawal at this casino before.

All the documents were sent but there was never anyone to confirm that they were approved, on the website it does say that the account has been verified.

I didn't play with bonuses.

Nunca tinha feito outro levantamento neste casino.

Foram enviados todos os documentos mas nunca houve ninguém que confirmasse que estavam aprovados, no site sim diz que a conta foi verificada.

N?o joguei com bónus.

Thank you for your reply, Cellilane. Could you please advise us on the current status of your withdrawal request? Is it still marked as pending in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Here the day I do the withdraw.

Thank you very much, Cellilane, for your cooperation. I will now transfer your complaint to my colleague Natalia ([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.  

Hi Cellilane,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Betsolino Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected]

Kind regards,

Natalia

I hope the case is resolved, thank you very much.

Espero que o caso seja resolvido, muito obrigada.

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.

Here is the supposed license of the Betsolino casino

Aqui está a suposta licen?a do casino Betsolino

Hi Cellilane, 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 doesn't refer to any ADR service and claims to operate under Costa Rica license, which cannot be verifiable, 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,

Natalia