BetFree Casino - Player’s cryptocurrency withdrawal is delayed.

On April 22, 2024, I encountered an error when attempting to withdraw funds using cryptocurrency. A few days later, I tried again, and the error persisted.

Chat support was not available in real-time, and I received a response via email a few hours later.

The email response stated that the withdrawal issue was due to a system error and that I should attempt the withdrawal again. They also mentioned that they were working urgently to resolve the issue.

Initially, I was convinced and waited for the issue to be resolved so I could make a successful withdrawal.

I attempted the withdrawal multiple times, but each time, I encountered an error.

When I tried withdrawing a smaller amount, I managed to successfully withdraw 40 XRP twice, totaling 80 XRP.

Despite this, subsequent attempts to withdraw the full amount have resulted in errors every time.

I have been in regular communication with the casino through messages, but as of now, I still have 103.488 XRP that I cannot withdraw.

I have been dealing with this issue for over a month now.

I kindly ask for your assistance to ensure I can withdraw my remaining funds from the casino.

Dear fezz,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you tried using a different payment method to withdraw your winnings?

Has the customer support advised approximately when would the issue with the payment provider be resolved?

Have you tried withdrawing the rest of your winnings in smaller amounts?

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

Best regards

Veronika

Dear fezz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Veronica,

I will answer about my situation.

・The only way to withdraw winnings is via virtual currency.

I asked support to make the withdrawal manually if the withdrawal system was not working, but they did not listen to me and told me to wait.

As for when the issue with the payment provider will be resolved, customer support says that a team of experts is running temporary maintenance and is working to resolve the issue as soon as possible.

No matter how many times I ask about withdrawing money, I am always told to wait, with different phrases.

- I try to withdraw the remaining winnings in small amounts several times each day, but I am unable to withdraw any at all.

Regarding my interactions with the casino, since June, I have not received any replies from the casino's support even when I leave messages in the chat.

I am being ignored.

Thank you very much, fezz, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello fezz,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BetFree Casino to join the conversation.

Dear BetFree Casino,

I kindly request an update regarding the unresolved withdrawal issue, which has persisted for a significant period of time. While I acknowledge that no system is flawless and occasional errors may arise, it is far from an ideal user experience to have players waiting for over a month to access their winnings. Could you please provide a timeframe for when the withdrawal option will be fully functional?

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 fezz,

I have been in communication with the casino representative, but I have not yet received a response to my latest inquiries. Have you in the meantime managed to withdraw the 103 XRP that was in dispute?

Dear Michal,

I just tried to withdraw money and it was finally successful.

The money has arrived in my cryptocurrency wallet.

I suffered for more than two months.

Thank you for your business with the casino.

I was able to withdraw my money thanks to Casino Guru.

I am very grateful.

thank you very much.

Great news, fezz. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru