The player from Germany had not received his withdrawal. After confirmation from the casino that the funds had been sent out, player responded that money has been received.
BetAdrian Casino - Player's withdrawal has been delayed.
Amount: €508
BetAdrian Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I made a deposit at Casino Crypto and got a sports betting bonus. After I fulfilled the wagering requirements of the bonus I had 1508.94 euros lying around. On 02/14/2023 I requested a payout of 1000 euros with LTC. On February 19, 2023, the payout was approved and the cryptos were promptly in my Exodus wallet. Then I applied for a payout of the remaining money (508.94 euros) in LTC on February 21, 2023. According to the transaction history at Betadrian, this payout was approved on 03/06/2023. However, the LTC never arrived. I tried emailing support several times to ask what was going on and asked them to send me the transaction ID of the payout if the payout actually took place. No answer so far. I also contacted the live chat support several times: usually I wait there forever and no employee is connected to me. In the rare cases that an employee connects with me, he disappears from the chat as soon as I describe my request to him.
That means I can't reach support. According to the transaction history, the payout was approved but the money never arrived. Betadrian has not commented on this despite the many emails and inquiries on their contact form.
Attached you can see my transaction history at Betadrian and the email I sent to support. I also contacted Betadrian 3-4 times with their contact form, unfortunately there is no evidence of this because it is not saved anywhere.
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1 year ago
Dear jeffbezos12452,
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. Do I understand correctly that you used the same withdrawal method for both withdrawals? Could you please confirm that you have passed the KYC verification?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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
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1 year ago
Translation
Hello Kristina, I confirm that I used the same withdrawal method both times, namely LTC (Litecoin). I didn't pass KYC in that sense because BetAdrian didn't even ask me to send them my documents. I have never received an email from them asking me to send them documents. Neither have I seen an ad on their website that says I should verify myself.
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1 year ago
Thank you very much, jeffbezos12452, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.
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1 year ago
Hello, Jeffbezos12452!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 year ago
Jeffbezos12452, hello once more!
I have received a response from the casino. They claim that your funds have been paid out. Please, let me know as soon as you will receive them!
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1 year ago
Translation
Did the casino mean the money was already withdrawn or did they start a withdrawal now?
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1 year ago
They meant that the withdrawal was processed yesterday. Usually, there is a timeframe before withdrawal lands players' accounts, which can be up to 14 days, but, I hope that it is not your case and you will receive your funds as soon as possible.
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1 year ago
Dear jeffbezos12452,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Pavel K
Casino Guru Team
