BetFlip Casino - Player believes that their withdrawal has been delayed.

On 11.02.23 I played with real money in betflip . I stop with 500 € balance. I send my documents for verification, but my adress was not verified!!! My adress is on my I’d ! Ok from week I sending almost every day my bank statement, chatting with the support and all they say is WAIT , and after I have no option for chat ! No explanation no emails nothing! Today after I informed them I will take a legal action they says till end of the day your account will be verified! IS NOT ! And I’m not sure I will take my 500€ from them ! Please help me to raise complain where ? What should I do ? Should I meet a loyer ? What to do ? I will upload the last chat with them . Please give me advise 🙏🙏🙏

Dear miroslavap373,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

No, they don't verify my address! 11 days!

betflip.io

this is the casino

Today all day I'm trying to get in touch with a chat support,they fully ignoring me,is so stressed I really pray you can help me to take my money from this scammers

They just block my account! I cannot believe this can happen and still this casino working!!!! THAT IS A ROBBERY! WHEN I TOLD THEM I WILL RASE COMPLAIN THEY BLOCK ME WITH 500€ IN ! MY HOPE IS IN YOU TO RESOLVE MY PROBLEM ! THEY NEED TO BE STOPPED TO ROBBERY PEOPLE!

Thank you for your reply, miroslavap373. Did the casino advise what was wrong with your address?

Have you received any explanation from the casino regarding this issue? 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. Thank you in advance.

Without any notification they blocked my account, with 500. How is this possible??? What follows next?

Thank you very much, miroslavap373, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Should I do something or just wait for a response from you?

Hello miroslavap373,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betflip Casino to join the conversation and participate in the resolution of this complaint.

Dear Betflip Casino,

Can you please explain why the player's account has been blocked?

Kind regards,

Adam

We would like to ask the 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’ which may negatively affect its rating.

Dear miroslavap373,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Adam