The player from Portugal requested a withdrawal, but it hasn’t been processed yet. Casino didn't respond.
Betclic Casino - Player’s dissatisfied with the withdrawal process.
Black points: 650
Amount: €3,496.65
Betclic Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
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.
