The player from Brazil has requested a withdrawal almost two weeks ago. It has been received after delay.
BET90 Casino - Player’s withdrawal has been delayed.
Amount: 1,950.76 R$
BET90 Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.7
BET90 Casino has a Safety Index of 2.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have submitted all the necessary documents, my account has been validated by the casino, and they just don't pay me. The deadline has expired and the chat attendant gives me vague answers, doesn't respond seriously, doesn't answer the question asked, just says things that won't compromise them. I sent ALL the necessary documentation, I try to withdraw using the same deposit method, I sent the deposit slip, I completed the necessary rollover, I deposited and bet the amount necessary to make the first withdrawal, in short, I did exactly EVERYTHING I was asked to do. I open a Brazilian website about complaints from companies in general and I only see recent complaints about the withdrawal problem. Draw your own conclusions with the chat I'm going to send.
As the attendant did not want to answer me in the private chat, I decided to seek outside help to find out what will be done in my case. I'm a person who doesn't have the funds to lose on scams, let alone take advantage of an offer and get hit next.
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3 years ago
Dear pinga51,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? Do I understand correctly that your winnings have been accumulated from a No Deposit bonus solely?
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
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3 years ago
Translation
About deadlines: my account was validated on 10/15/2021 according to the attendant, however, as you can see in the message that was officially sent to me in the site's inbox, the verification was made on 10/14/2021. The withdrawal made on 10/14/2021.
The error starts when making the withdrawal, where a message appears saying that the withdrawal takes 1 to 2 days. You will ask in the chat they give you a period of 3 to 5 days. Minimum 3, maximum 5.
At the end of the period, the chat does not inform any more days. That is, they play at infinity when they say "in the next weekdays". This generates a cycle. Tomorrow I enter the chat and the attendant tells me this again. Tuesday too, Wednesday, and so on. I can't see a bunch of complaints happening and sit idly waiting. A lot of people don't know that there are sites like you that fight for players.
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3 years ago
Thank you very much, pinga51, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello pinga51,
I looked at your complaint and will do my best to help you. I would like to invite BET90 Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Dear Viliam, dear pinga51
My name is Franzi and I am the customers support Manager for Bet90. First of all I would like to apologize for the missleading information that was given by the support team.
I have internally spoken to the relevant people and I was told that the reason for the delay is technical issues with the payment provider. Thus the delay of the withdrawal. I am not sure why this was not communicated by support.
We hope to fix these issue by next week but I have 2 alternative options in the meantime
1) We can manually pay you via NETELLER or
2) We can manually pay you via ECOPAYZ
If you have one of these wallet-accounts, please let me know and send me the details and I will take care of it. Otherwise I have to ask you for a little more patience until the issues with the payment provider have been solved. You will of course receive your money. We are not stealing your winnings and your are not being scamed. I do understand your frustration though. It´´s been a very wrong communication from the beginning.
Regards
Franzi
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3 years ago
Good morning,
User contacted Live Chat and money was paid as promised via one of the methods he had.
Regards and have a good day
Franzi
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3 years ago
Dear pinga51,
can you confirm that you've withdrawn your winnings, please?
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3 years ago
Translation
Hello Viliam, yes, I received the amount via Ecopayz.
However, I make a point of demonstrating how this was sent. There is a clear confusion between Portuguese chat agents and English chat agents. Look at this, see how far we have come to resolve this issue.
In the morning I went to ask about the loot, I was told that they would get in touch with me today, so I went to talk about everything that had happened, I even sent a message from my friend Franzi, and then I asked her to make sure that BET90 was in possession of my data necessary for the ALTERNATIVE shipment via Ecopayz. I was still hopeful with the withdrawal via bank transfer. I don't know what this lady who answered me read, because she just started skipping my messages and when I realized she had reversed my withdrawal and told me to transfer via Ecopayz, since I've never used this deposit method, and the House rules are pretty clear on this. That is, the system would automatically reject it, and I would enter it again within five working days. I was VERY CLEAR when I said that I was passing my data to make a MANUAL TRANSFER, requested by my friend Franzi. She simply started typing in capital letters that I had requested the transfer via Ecopayz, thus reversing my withdrawal, until I simply transcribed the conversation again for her. In this my withdrawal had already been reversed without my asking. Until she said she was going to talk to the manager and, IN A PASS OF MAGIC, the chat that could not get information for a week after the deadline with the casino management, contacted the sector and my deposit it was effective, she apologized, and, almost instantly, the notification appeared that Franzi had responded to that complaint.
Anyway, the BET90, through progressive errors, gross, worthy of a horror story, got rid of me, and threw me now in Ecopayz's lap, where I never had an account, never even thought of using it. In an act of desperation to receive this money I find myself now inside their bureaucracy.
Yes, BET90 paid my withdrawal. I am immensely grateful to CasinoGuru, if it weren't for you I would be at the mercy of a non-existent desire to dialogue with the casino management, with a RIDICULOUS chat service, receiving information that is not found until today.
I'm going to leave here now and leave the CasinoGuru link on every complaint I found from BET90 over the internet, along with the Maltese Alternative Dispute Resolution Entity link, which, thank God, I won't need anymore. Because you need to learn to work, you need to learn to respect Brazilian customers. You treat Brazilians as people who do not know how to defend themselves, without intellect or means to seek help. We have an expression here that maybe doesn't make sense to you, but here, with me, Gustavo, YOU'RE GOING TO TREAD YOUR MUSTACHES, NOT HERE.
And I make a point of periodically researching complaints regarding BET90 and having the same solidarity that CasinoGuru had with me in resolving this case.
Anyway, I hope you LEARN to respect customers, I'm going to create a jurisprudence for Defined Deadline Withdrawals that BET90 places.
Have a good time.
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3 years ago
Dear pinga51,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
