HomeComplaintsBetclic Casino - Player’s dissatisfied with the withdrawal process.

Betclic Casino - Player’s dissatisfied with the withdrawal process.

Black points: 650

Amount: €3,496.65

Betclic Casino
Safety Index:High
Submitted: 19 Mar 2021 | Unresolved : 06 Apr 2021
Unresolved Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

3 years ago

The player from Portugal requested a withdrawal, but it hasn’t been processed yet. Casino didn't respond.

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3 years ago
Translation

Betclic.pt does not allow me to withdraw my balance.

My username at betclic.pt

Despite being a BETCLIC customer since August 2019, on March 7, 2021, I was again asked to send copies of my citizen card, bank statement and proof of address.

I sent all of these documents on the same day and was informed that I would receive an email confirming the validation.

To date, 12 days later, I have never received an email confirming this validation, despite the live chat operators informing me that the documents have been validated.

However, on the 10th of this month I made a withdrawal request for € 248 (I have € 3496.65 in my account balance). I never received that money or any email about it. This survey was canceled and I was given no explanation on the matter.


I am still unable to withdraw money from my account.


I would appreciate your intervention


Awaiting response


Compliments


Catarina D ***

Edited by a Casino Guru admin
Automatic translation:
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3 years ago

Dear catarinus,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you ever made a successful withdrawal before, please? Have you accumulated your winnings by playing with a bonus?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

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3 years ago
Translation

Dear Kristina


Sim had already successfully made a withdrawal on 10/22/2019. I didn't use any bonuses to place my bets.


Compliments


Catherine

Automatic translation:
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3 years ago

Thank you very much Catarinus for your reply. I will now transfer your complaint to my colleague Viliam 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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3 years ago

Hello Catherine,

I looked at your complaint and will do my best to help you. I would like to invite Betclic 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

We would like to ask the Betclic 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’.

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3 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

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