HomeComplaintsBetAdonis Casino - Player is unable to withdraw his funds.

BetAdonis Casino - Player is unable to withdraw his funds.

Black points: 235

Amount: €350

BetAdonis Casino
Safety Index:Low
Submitted: 02 Jul 2020 | Unresolved : 17 Nov 2020
Unresolved Our verdict

Justified complaint

UNRESOLVED

Case summary

3 years ago

The player from Austria had his withdrawal request denied and he was informed, that it is because he can deposit a maximum of 1€, despite the fact he deposited higher amounts before. We ended up closing the complaint as ‘unresolved’ because the casino seemed to be stalling the resolving of the issue.

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4 years ago
Translation

After a deposit by bank of 150.- I am currently at just under 700 euros. A payment of 350.- was rejected 3 times in total, initially with the argument in my region, only 1.-Euro could be paid out.

Automatic translation:
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4 years ago

Dear Klaus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I must admit that this situation is strange. Did you receive any better explanation from the casino? Could you, please, forward any relevant communication to kristina.s@casino.guru (or post it here)?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

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4 years ago
Translation

Dear Kristina,


First of all, thank you for your support!


I have no idea why the payment is refused. However, there were always problems / abnormalities with Betadonis from the start, and the answers I received from Betadonis were not very helpful or incomprehensible. Some examples:


1) After a deposit of 150.- end of October 2017 by direct debit

the money was only credited to my account about 1 month later on November 21, 2017


2) 1 week later I was already limited to 32.-, which Betadonis denied.

The limitation was lifted again.


3) Finally, I was denied the option of playing a combination bet because I was supposed to have no funds.

And that despite 134.- credits were available.


4) Once a profit was paid out only after my complaint. (Can happen)


5) I have all the necessary documents (passport on both sides, current electricity bill with mine

Data, a selfie from me with the passport - this was also requested and my ATM card)

uploaded and sent. Again and again, for reasons that are incomprehensible to me

not fit. (Answer from Betadonis: The credit card sent to us was not accepted for the following reasons. Please upload the corresponding document to our system again.: Please upload a screenshot of your e-wallet containing your personal details in jpeg., Png. file.)


6) Since the payout had not worked last year, I tried to deposit via Netteller,

so that Betadonis could then make a payment via Netteller. I took from the homepage,

that there were apparently no more payments by bank transfer and Betadonis also had it

wrote to. I couldn't do anything with the answer.


I was told that I could deposit a maximum of 1 euro, which I tried. Then came the message: "below member min transfer amount"

Then I was informed that the payment was closed for my country ...


7) In the end I was informed about the payment of a maximum of 1 euro ...


I have sent you all the attachments for correspondence with Betadonis to the above email address

(kristina.s@casino.guru) sent. How many points should you rate an online provider with which you have to plague them ...?


Best Regards


Klaus


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4 years ago

Thank you very much Klaus for your reply and email. I will now transfer your complaint to my colleague Peter 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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4 years ago

Hi Klaus,

I looked at your case and the screenshots and understand your situation. It is a curious case. I will contact the casino and see what can be done.

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4 years ago
Translation

Dear Peter,


Thanks for your help. I'm really looking forward to the answer from Betadonis ...

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4 years ago

We would like to ask the BetAdonis 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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4 years ago

Hi Klaus,

I found a new contact for the casino and currently I'm waiting for a reply. You will be notified as soon as there is something new.

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4 years ago

Dear Casino Guru and Klaus,


Please be aware that Austrian customers are not allowed to make more than 1 Euro Deposit on our website due to some regulatory and technical reasons. However, customers still can and are welcome to make deposits (only 1€), play and withdraw on Betadonis.com without a limit. In order for Klaus to withdraw his winnings, he should, first of all, complete his account verification procedure, by uploading some missing documents and choose another payment method for his payout, because initially he made a deposit by credit card and it had been missed technically and we solved the issue by topping up his gambling balance on our end. Currently, he can choose Neteller or Skrill for his transactions, because of lack of bank transfer as a deposit and payout solution on the website. In order to get more information, Klaus is always welcome to contact us via Live Chat or email.


Best regards,


Betadonis.com

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4 years ago

Thank you Betadonis Team for the reply. Klaus, please finish the verification process and let me know if you received your winnings.

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4 years ago
Translation

Hi Peter,


I contacted Betadonis via live chat in English. The missing documents according to live chat (which were not really missing because I uploaded them 1 year ago) I uploaded again. It is a utility bill (electricity bill that is not older than 3 months) and another payment method (proof of deposit), for me these are now my registration details for Netteller. (I tried to deposit 1 euro via Netteller earlier) The live chat assured me that the documents would be checked within 24 hours. That was not the case. Because after more than 100 hours I am still waiting for the "Pending Approval", the end of the account verification process. After repeated inquiries, the live chat informed me that I was in the queue and should wait another 24 hours ... The whole thing seems increasingly strange ... especially since I noticed that an electricity bill uploaded in JULY 2019 I am still in the queue .....

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4 years ago

Dear Klaus and Casino Guru,


Please be aware that in order for the customer to have a verified account, he should upload a full package of document once, which he actually was not capable to do. We are not authorized to accept documents separately and without a deposit made from the customer's side. Regarding utility bill, we can accept a document only with a date not older than 3 months, which has been informed to the customer and what he did not do. We have also informed Klaus several times during live chat, that he should make a deposit via Neteller (1 Euro) in order for him to activate this payment method for his further payout. He still has not activated this payment method, which makes impossible for us to confirm his account validity. We also asked Klaus to upload a screenshot of his Neteller account containing his personal information like email address and name, but, unfortunately, he failed to do this as well.


Regards,


Betadonis Team.


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4 years ago

Dear Klaus and Casino Guru,


Please keep in mind, that we have checked the customer's newest documents provided the last weekend and we accepted all. The last step for Klaus being able to make a payout of his winnings is to activate his preferred payment method by depositing a minimum amount as 1 Euro.


Regards,


Betadonis Team.

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4 years ago

Thank you Betadonis Team for the reply. Dear Klaus, please activate the payment method and let me know if your withdrawal was successful.

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4 years ago
Translation

Hi Peter. As soon as I try to transfer the minimum (and at the same time the maximum amount according to the Betadonis website) of EUR 1 via Neteller, the Betadonis website recognizes this transfer, but keeps rejecting it with the message "Below member min transfer amount". The transfer has never worked in the past and my approx. 30 attempts in the past few days have also been unsuccessful. I am NOT able to activate my preferred payment method recommended by Betadonis. I have followed all instructions from Betadonis. However, after intensive email contact, Betadonis offered me the following:

"Moreover, regarding your case, your payout issue has been sent to our Financial Team and will be solved the next week. Please stay tune". So my withdrawal problem should be solved next week ...


Best regards


Klaus

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4 years ago

Hi Klaus,

Thanks for the update. Let's wait until next week then. If something changes in the meantime, please let me know.

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4 years ago
Translation

Hi Peter,


said week is over. When asked by Betadonis, I was put off for another week ...

If I try to activate my Neteller account by depositing 1 Euro, I get the message:

MERCHANT BLOCKED GEOLOCATION ....


Best regards


Klaus

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4 years ago

Thank you Klaus for the reply.

Dear Betadonis Team,

Has there been any progress?

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4 years ago

Hi, everyone,


The issue fixing is still in progress. As soon as we fix it, we shall contact Klaus by email.


Regards,


Betadonis Team.

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4 years ago

Hi, everyone,


Please be informed that Klaus can withdraw his current winnings via Ecopayz without making any deposit at all. Other payment methods are not active, unfortunately, at that moment.


Thank You and regards,


Betadonis Team.

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4 years ago

Thank you BetAdonis Team. Klaus, please let me know if you could withdraw your funds.

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4 years ago
Translation

Hello Peter, unfortunately no. I have set up an Ecopayz account. When I try to make a withdrawal, the message "There is no available Ecopayz account" appears. I communicated this to Betadonis.

In response I received, that I may wait until more information comes from the team .... 🙁


Best regards


Klaus

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4 years ago

Thanks for the update Klaus.

Dear Betadonis Team,

What seems to be the problem with the payment?

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4 years ago

Hi, everyone.


The problem is to open Ecopayz again for depositing as we closed it on our website for any investment. We are making everything possible to fix it as soon as possible. The customer will be informed as soon as we sort it out.


Regards,


Betadonis Team.

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4 years ago
Translation

I summarize. Betadonis offers the following withdrawal options on its website: BANK TRANSFER - NETTELLER / SKRILL - ECOPAYZ - Bitcoin. I paid by bank transfer.


A payment by bank transfer is NOT POSSIBLE according to Betadonis from July 21st.

A withdrawal via Skrill / Neteller is NOT POSSIBLE according to Betadonis from August 14th, these methods are NOT ACTIVE.

A payout via ECOPAYZ is NOT POSSIBLE according to Betadonis from August 25th, as Betadonis HAS CLOSED it.


Now I ask myself: If BETADONIS has closed ALL PAYOUT METHODS, how can other German-speaking customers make payments ....?


greetings


Klaus

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4 years ago

Dear Klaus and CasinoGuru,


Regarding what Klaus typed, we would like to say, that Klaus never made a deposit via our website, because he had some issue with bank transfer which we kindly solved by topping up his balance manually. Then he forgot about his account for a long period of time. Up to that time Klaus appeared again, we have already closed our presence in his country by leaving a possibility to play if a customer has money on his/her account. We kindly advised Klaus to use Neteller for deposit as minimum amount to invest in order to activate a payment method and withdraw. But he, unfortunately, failed to do it and then our management decided to close that option for the region. Currently, Ecopayz is available for payouts, but Klaus informed he experienced an issue with making a payout. That is why, we are working on fixing an Ecopayz deposit issue in order for the customer to top up a balance with 1 Euro and being able to withdraw the rest of his balance. We shall keep you informed as always, so stay tuned.


Regards,


Betadonis Team.

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4 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 years ago

Dear Klaus,


Please keep in mind, that you did not upload all the required documents in time, that is why we did not accept your utility bill. We have sent you a lot of requests regarding your account verification to your profile and did not get any reply from you then. Please also be aware that we are not authorised to accept documents by one, but accept only the whole documentation package provided instead. Once you uploaded all the required documents, we have confirmed your account validity.


Regarding your initial deposit, you chose a bank transfer and made a deposit, but somehow your money has not arrived to your account, that is why we added funds manually. Hence, the system shows you did not make a deposit via it at all. However, we are aware of that situation and take it into consideration.


Regards,


Betadonis Team.

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4 years ago
Translation

Hi Peter,


Brief summary: Betadonis asked me to upload my Ecopayz documents.

But that doesn't work on the Betadonis website. (I suspect because I have already uploaded all the required documents and all have been accepted), I informed Betadonis and sent the documents by email.


Furthermore, I was asked to make a small deposit on Ecopayz (on August 14th I received

communicated that this is not necessary).

This is also NOT possible because there is no option to deposit via Ecopayz on the Betadonis website. It is not activated. I communicated this to Betadonis.


Best regards


Klaus

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4 years ago

Dear Klaus,


Please be asked to show us a screenshot where the function is disabled or not active for you. As we have said before, please make a deposit via Ecopayz first in order for you to have it activated. Then, you will be asked to provide a screenshot of your account containing personal details in order for us to be assured that you are the owner of it. The document unlock will be turned on after you confirmed you did a deposit. That's how this process is going to be, not the opposite.


Regards,


Betadonis Team.

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4 years ago
Translation

I have already sent the screenshot to Betadonis, which shows that the Ecopayz deposit function is deactivated on the Betadonis website. (This mail has already been confirmed to me by Betadonis) I can therefore not activate the account or make a deposit. I have already emailed the screenshot of my personal Ecopayz account details to Betadonis.


Best regards


Klaus


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4 years ago

Hi, everyone,


We have received an email with a screenshot attached from Klaus and get back to him as soon as possible.


Regards,


Betadonis Team.

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4 years ago
Translation

Hi Peter,


7 days since the last Betadonis announcement, no one answered as soon as possible.

The status is still the same. Nothing has changed.


Best regards


Klaus

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4 years ago

Dear BetAdonis Team, has there been any news?

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4 years ago

Hi, everyone,


We shall give you an update as soon as possible. Thank You for your time and patience.


Regards,


Betadonis Team.

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4 years ago

Hello BetAdonis Team, is there any news? It's been 19 days since you received the screenshot from the player.

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4 years ago
Translation

Hello Peter, after Betadonis announced here on August 25th that it would be able to pay out via Neteller

closed for my country, I was asked again to make a payout via Neteller .... Betadonis does not seem to be informed about what they are doing themselves ...

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Automatic translation:
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4 years ago

We would like to ask the BetAdonis 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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4 years ago

Hi, CasinoGuru Team and Klaus,


Please be aware that Klaus has been kindly recommended to use any of these payment methods for his withdrawal as Ecopayz, Neteller or Skrill. The withdrawal operation time can vary from several hours to days. Thank You.


Regards,


Betadonis Team.

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4 years ago

Hi Klaus, is there any news?

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4 years ago
Translation

Hi Peter,


Betadonis claims it opened Neteller for a withdrawal. The claim is wrong, I could not make a withdrawal via Neteller and I also sent the screenshot to Betadonis.

Betadonis then said I should make a payout via Ecopayz. This option is also still blocked and does not work. I communicated this to Betadonis with a screenshot. Then I was asked to make a withdrawal via Neteller / Skrill .....

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4 years ago

Hi, CasinoGuru,


The customer lied as he did not send any screenshot. We recommended him to use Skrill or Neteller, but he refused. The customer is also telling not truth, when claiming, that Neteller is prohibited in his region. Austria is not in the list of non-serviced countries, therefore he can use it and we opened Neteller for usage. Skrill is also available. It seems, the customer does not know how to use payment method for a withdrawal.


Regards,


Betadonis Team.

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4 years ago
Translation

I sent the 1st screenshot regarding Neteller on September 26th at 7:05 pm, at 8:40 pm Betadonis confirmed the receipt of the screenshot. I sent a second screenshot showing that Ecopayz is not working (display: There is no available Ecopayz account) on September 26th at 9:15 pm. Betadonis answered at 9:50 p.m.


I can present all emails or sent screenshots to CASINO GURU at any time.


That the option Neteller was closed for my region NOT I, but Betadonis claimed on August 25th at 9.19 HERE. ("... We kindly recommended to Klaus to use Neteller as the minimum deposit amount to activate a payment method and withdraw. But unfortunately he didn't make it and then our management decided to close this option for the region. ")

Now Betadonis claims this is a lie ...


I don't think it's because of my incompetence - I have since called in an IT expert to support me in this matter - to no avail because the system does NOT allow a payout.


Best regards


Klaus

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4 years ago

Hi Klaus, please forward the emails to my email address: peter.m@casino.guru.

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4 years ago
Translation

Hi Peter,


has already happened with the two screenshots mentioned.


Best regards

Klaus

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4 years ago

Thank you Klaus for the emails.

Dear Betadonis team, the player sent me a video clearly showing he is not able to to use Neteller (Merchant blocked geolocation). Secondly, when he opens bank transfer payment method, the country of residence is Afghanistan. Do you know what that means and how it can be fixed?

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4 years ago

Hi, everyone.


Please keep in mind, that bank transfer is not working on the website and we never proposed the customer to use it. As we have said before, Skrill, Neteller and Ecopayz are options we can propose for withdrawals to the customer. He has not chosen any yet and we did not see any attempts from him to make a deposit or payout. Moreover, regarding Neteller, this payment service is available in Austria the customer is from. You can find below the list of non-serviced countries. Therefore, we ask the customer to come to Neteller support and ask why their services are locked for him.


https://www.neteller.com/en/policies/non-serviced-countries


Regards,


Betadonis Team.

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4 years ago

Klaus, have you contacted Neteller?

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4 years ago

Hallo Peter,


ja habe ich, und bereits eine Antwort erhalten: Das Problem liegt auf der Händler-Website, also bei Betadonis.

Antwort: ".... Please note that your deposit attempts at the merchant`s website have not even reached our system and are failing on the merchant`s platform, so we advise you to contact them for more information on the issue and what are their requirements to have the payment processed....."


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4 years ago

Hi, everyone.


Therefore, we shall check if there is any problem on our side regarding Neteller. However, Neteller is open for payouts on our end.


Regards,


Betadonis Team


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4 years ago

Thank you Klaus for the email.

Dear Betadonis Team,

Please find and fix the problem because everything is suggesting the issue is not on the side of the player. It's been over three months since the player submitted his complaint here so either fix the problem or find a different way to send the money to the player.

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4 years ago

We would like to ask the BetAdonis 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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4 years ago

Hi, everyone,


The technical department has been informed regarding the issue, so they will try to fix it on our end. Stay tuned.


Regards,


Betadonis Team

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4 years ago

Dear BetAdonis team,

Have you fixed the problem or sent the money to the player?

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4 years ago
Translation

Hello Peter, so far nothing has happened ... I have now also sent a video to Betadonis that shows how the deposit does not work ...

Automatic translation:
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4 years ago

Hi Klaus,

Thank you for the update. Since the complaint is open since the beginning of July and doesn't seem to move in any direction, I will mark it "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. We can keep in touch by email if something changes (peter.m@casino.guru).

Best regards,

Peter

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