BetFlip Casino - Player’s struggling to withdraw his remaining balance.

Good afternoon,

I deposited 3 DASH (cryptocurrency) equivalent to approximately € 700 right now, from a wallet I own.

I have been able to gamble without problems since then. I already had my first conflict with them because they gave me a bonus which according to them I did not fulfill the rollover, and when I got to win a figure of about 12 DASH, they suddenly disappeared from my account. They told me it was because I had not met the conditions of the voucher. It was frustrating but I accepted it. They left me a balance of 2.98 DASH (approximately what I deposited.

My problem comes now that I try to at least get my deposited money back. They deny me withdrawals and do not give me explanations. Initially in the chat they told me that they would investigate the case and that they would contact me by email. This was weeks ago and no trace of his response. I have written several emails and they do not respond to me. In the chat, they don't even connect with me either ... It's frustrating to see how these people steal from you with impunity and nobody does anything to close their business. Now that I am in this situation, I see how I am not the only one to whom it happens and it is something common with this bookmaker.

Please, I would greatly appreciate your help. It's a lot of money and I refuse to let these people keep it.

Regards and thank you very much in advance.

Dear Alvaro,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have received any payments from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good Morning,

No. All my withdrawal attempts have been rejected without giving me any explanation or reason.

I have contacted the casino by email and by chat, but they don't answer me directly anymore.

Thank you very much, Alvaro, for your reply. Could you please advise if you have completed the KYC verification successfully in the past? Please understand, without verifying your account, you won’t be entitled to any withdrawals. 

Good Morning,

Indeed. Send the relevant documents and they confirmed it to me from BetFlip.

All the best,

Alvaro

Thank you very much, Alvaro, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alvaro,

I looked at your complaint and will do my best to help you. I would like to invite Betflip Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Betflip 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’.

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.