Betinia Casino - Player’s withdrawal has been delayed.

I have been trying to withdrawal my funds since June 22nd. I completed the verification, i am using the same withdrawal method as my deposit (interac etransfer). I have made many attempts but my withdrawals keep being cancelled with no explanation. I contacted live chat and was told to deposit more money using a different method so that I can register a new payment method and i can try to withdrawal using that method. I decided to contact support by email on July 30 who answered me within 12 minutes asking questions about my account to which i replied and have not received any response since despite my follow up emails.

Dear sjgullsfund,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do you currently have a pending withdrawal?
• Did you accumulate your winnings with or without an active bonus?

Additionally, 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. 

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

Best regards,

Kristina

Hello,

No I have not made a successful withdrawal before.

No, my most recent withdrawal was cancelled yesterday. This is the 8th withdrawal that has been cancelled without reason. No error message, no email or reason posted for why they are cancelled.

No, i created an account and received a bonus which i lost. I then made a 2nd deposit for $88 which had no bonus attached to it. This deposit was where winnings came from. Under my bonus section it also states "no active bonus"

The only communication from their end was in the original docs. i sent which read the following. They confirmed my account is verified, but said there is an issue with the details I am providing however, I do not provide any details for withdrawal. Interac E transfer simply sends funds to the registered email address so withdrawing is as simple as entering the amount and hitting withdrawal. My registered email address is correct as they have emailed me during registration and verification. I have followed up several times but receive no response. I did try live chat but their solution was to deposit more money using a 2nd method which i was not willing to do.

"Ante (Betinia)

30 Jul 2024, 20:52 EEST

Dear Samantha,

Thank you for contacting our Customer Support Team.

I have checked your account and I can see that you are verified and you are having problems with withdrawal, from what I can see that there is some issues with the details you are providing for withdrawal. Could you please tell me which withdrawal method are you using for withdrawal and also do you receive any error message back?

If you have any additional questions, please, do not hesitate to contact us via email support@betinia.com or via Live Chat. 

Take a moment to rate our services [Here]

Best Wishes, 

Customer service"

Thank you very much, sjgullsfund, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you sjgullsfund for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betinia Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear All,

Thank you for contacting us.

Please be informed, that the customer's withdrawal request was processed yesterday from our side and at the moment there is no active balance or other pending withdrawal requests at her account.

Best regards,

Betinia team

Thank you very much for the update Betinia Casino representative.

Dear sjgullsfund, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear sjgullsfund,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.