The player from Japan had a withdrawal issue. His withdrawal requests had been repeatedly rejected without any reasons provided and customer support had told him to wait for the financial team. The player's account had been fully verified and he had been in touch with the casino's customer support daily. After a series of back-and-forths, the player had finally been able to successfully withdraw his remaining balance of 7000¥, albeit with a loss of 14000¥ incurred during the waiting period. We had marked the complaint as 'resolved' in our system.
BetFree Casino - Player’s withdrawal keeps getting rejected.
Amount: ¥7,000
BetFree Casino
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5.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
withdrawal keeps rejected without any reasons for more than several days
customer support keeps saying i shiuld wait until financial team gets in touch
tooooo slow tho it says instant withdrawal
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8 months ago
Dear avirex,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Is any withdrawal request currently pending in your account?
- When was the last time you were in contact with casino support regarding the issue?
Looking forward to hearing from you.
Best regards,
Tomas
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8 months ago
account is completely verified
probably not a system problem
1st request was on 4/1 and rejected on 4/3. withdrawal failed for unknown reason. the day i requested one more time.
support said my request is already sent to financial team and i should wait for update
today too i asked how it is going and had a reply from support i should wait for team’s response.
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8 months ago
now i wanna reclaim here
my withdrawal keeps rejected since 4/1
theres no solution answered customer support yet
im in toutch with them every day
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8 months ago
Could you please share screenshots of your withdrawal requests as they appear in your transaction history?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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8 months ago
today i successfully withdrew my balance
it was about 7000 ¥ i lost 14000¥ while i wait for the financial team to solve my problem
closed this thread
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8 months ago
Dear avirex,
I'm glad to hear that you were able to withdraw your remaining winnings successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
