The player from Italy is probably having problems with withdrawals. The player sent all the documents required for verification but is still waiting for the payment to be processed. The complaint was closed as 'unresolved' as the casino failed to respond.
Bet2U Casino - The player is having trouble with their withdrawal.
Black points: 61
Amount: €226.78
Bet2U Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Dear Varenne,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Could you please provide more details?
Are you experiencing issues with withdrawals?
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Dear good morning, I made a withdrawal on January 28 of € 226.78 and today it is always impending the emails no longer respond and the live chat is a copy-paste of waiting and bla bla bla usual futile words. I had received a € 20 bonus I played I deposited because I had won I played the deposit and then I withdrew as they had told me by sending all the documents, selfies, electricity bill, IBAN of the bank with the coordinates in short everything but to date the withdrawal null 😩😩😩
Automatic translation:
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2 years ago
Thank you for your reply, Varenne. Do I understand correctly that this was your first withdrawal attempt? Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Thank you in advance.
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2 years ago
Translation
Hi, I answered your email in pv.
Thank you
Automatic translation:
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2 years ago
Thank you very much Varenne for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.
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2 years ago
Hello Varenne,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Bet2U Casino to join the conversation and to aid in the resolution of this complaint.
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2 years ago
Translation
Hi Adam,
Maybe you can help me because they have disappeared they have not sent me anything and the live chat is a continuous mockery of me😞
Thanks for everything we hope well👍
Automatic translation:
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2 years ago
We would like to ask Bet2U 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Translation
Hi, thanks for the help you are trying to give me. To date nothing has changed I hope I can have my winnings from these disreputable "gentlemen" .....
Thanks Adam
I await news.
Greetings
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2 years ago
Dear Varenne,
I have tried to contact the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from their side.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.
In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). I wish I could be of more help.
Best regards
Adam
