The player from Austria had deposited a total of €600 to BetiBet, but the transactions were not reflected in his casino account. Both deposits were deducted from his bank account, and he had provided all necessary proofs to the casino but had only received vague responses. The player forwarded deposit confirmations to the casino and waited for the issue to be resolved. After the Complaints Team contacted the casino, the issue was resolved, and the player confirmed receiving a resolution via email.
BetiBet Casino - Player faced deposit issue at BetiBet.
Amount: €600
BetiBet 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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6 months ago
Translation
Dear Sir/Madam,
I have deposited €300 into the online casino 'BetiBet'. This was my first deposit with this casino. The deposit did not go through. So, I tried again with another €300, but unfortunately, this deposit also failed. However, the problem is that both deposits were deducted from my account.
In both the live chat and from the support, I'm simply given vague responses such as "The transactions are still being processed by the payment provider. We will keep you updated via email."
I have provided the support team with all the screenshots, but I am afraid that nothing more will happen.
Can you advise me on how I should proceed in this matter?
Best regards,
Automatic translation:
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6 months ago
Dear Dzekson69,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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6 months ago
Translation
Dear Nick,
Thank you very much for the quick answer and clarification. 🙂
Automatic translation:
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6 months ago
Dear Dzekson69,
Please be sure to forward the deposit confirmation from your provider to the casino as soon as possible. After, that it might take a few weeks until the casino locate the lost funds and add them to your account.
Let us know in case of any update.
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6 months ago
Translation
Dear Nick,
I did that the day after the failed deposit. I'm just afraid that nothing will come of it...
Automatic translation:
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5 months ago
Thank you Dzekson69 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
Hello, Dzekson69,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear BetiBet Casino team,
Could you please look into the player's issue and provide us with the results of your investigation?
The user should have shared the details of the transactions with the casino. Can you confirm that, and let us know if anything else is needed from the player to speed up the process?
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5 months ago
Translation
Hello Branislav,
Unfortunately, I'm still only getting the same answers from support. Unfortunately, nothing is progressing at all. Is there another way to contact Betibet other than via the AI chat and support?
Best regards,
Dzekson
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5 months ago
Hello, Dzekson69,
Yes, if no one comments on the thread until the current timer expires, it will be extended by another 7 days, and I will try to contact them in other ways outside the thread.
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5 months ago
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.
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5 months ago
Dear Dzekson69,
Thank you for your patience and understanding. We sincerely apologize for the long wait.
We would like to inform you that your issue has been resolved.
We have also sent you a confirmation email to your email address.
Please check it on your side.
Best regards,
BetiBet Team
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5 months ago
Thank you very much for your response and clarification, BetiBet Casino Team.
Dear Dzekson69,
Can you please check the email from the casino and provide us with an update on your issue? Is there any progress?
Has your issue already been resolved? If yes, can I consider it sorted out and close the case, or is there anything else I can help you with?
Looking forward to hearing from you.
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5 months ago
Translation
Hello everyone,
Many thanks to everyone involved - the problem has been solved 🙂
Automatic translation:
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5 months ago
Great news, Dzekson69!
Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, BetBet Casino Team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
