Betinia Casino SE - Player’s withdrawal delayed and account shut down.

I have previously encountered issues with Betinia. Their verification process never seems to end. Eventually, I gambled away all my money. After a month, they contacted me stating my account had been verified. So, I cautiously deposited 100, won a few hundred, and withdrew it. It went through, showing up in my account within minutes. That was the last time.

On January 11, I made a withdrawal of 5625 krona. Given that my account is fully verified and they claim to have fast withdrawals, I was surprised when the money was not in my account the next day. I contacted the chat support the next morning (a Saturday), and they said it was pending. No issues, sometimes it can take a bit longer.

Sunday: Still, no money in my account. I contacted the chat support again. The chat team seemed indifferent; they kept pasting the same information over and over, stating they sent it to the finance department, and that "it's coming".

Monday: Same situation, same indifferent chat. At this point, I was beginning to get frustrated. Getting a response to a question could take up to 15 minutes.

But Tuesday was the real shocker. It was straight out of a mafia film; I could scarcely believe that this could occur in a Swedish licensed company. I reached out to the chat support and they initiated the verification process once again!!! I was fuming.

I told the chat support that I wanted my money now and that I was not going to gamble away another penny if they thought delaying the process would lead to that. I asked them to clarify what needs to be verified this time around. Suddenly, the chat agent started asking about my mental health (in a snide way), suggesting I speak with a family member, and began sending links to suicide prevention websites. I asked them to maintain professionalism and answer my question, to which they replied "now we are escalating this...", followed by deleting my account and blocking my IP so that I couldn't reach chat support again.

I changed my IP and asked why they had done that, at which point they exited the chat and blocked my "new" IP.

Now, here I am, unable to contact them with my account closed. I am determined to take this all the way but I'm starting here. I have attached the chat logs and all documentation from our last chat.

Just because I insisted on getting my money, the chat agent started to ridicule my mental health (totally unwarranted excuse to delete the account), then proceeded to delete my account. Now I am also blocked from the chat support, left with no way to contact them.

I couldn't attach all the screenshots, there are many, nor the videos I recorded. Is there some other way I can submit them?

Dear Jaroman,

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. Do I understand correctly that your account was closed with the remaining funds still in it? Have you accumulated your winnings with or without an active bonus?

Additionally, you can forward any other screenshot or communication between you and the casino 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 again. Thanks for your help.

Yes, the money is still in the account. My money is also not from any bonus. And that my account is fully verified (so it's strange that they keep jidding and wanting it again). I also have proof of this. I will send everything to the address you wrote.

Should also add that when I try to log in, it says "account closed at own request", you can clearly see in the chat in connection with the suspension that it is pure fabrication by them.

Thank you very much, Jaroman, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi Jaroman,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Betinia Casino to join this conversation and share more information regarding the case.

Can you provide more information about why the player's account has been blocked? As there is no indication of any mental health issues, withholding the winnings seems unjustified.

Thank you.

Best regards,

Tomas

Casino.Guru

Dear all,

Thank you for contacting us.

We would like to inform you that the customer's account was closed in accordance with the procedures that we are obliged to comply with.

The customer's balance can be paid out to his Skrill account. In order for us to proceed with the payment, we would like to request the customer to provide us with a screenshot of his Skrill account details with email and contact details visible. We will make sure to prioritise the payment when the information is provided.

Best regards,

Betinia.se

Hello Jaroman,

Please provide a screenshot of your Skrill account details that clearly shows your email and contact information. It's important to note that the casino reserves the right to close your account at any time as per the terms and conditions. However, we will only consider this case resolved once your funds have been returned to you.

Thanks for your cooperation and understanding.

Hi, can you tell me what skrill data is? And where should I send them to?

Checked a bit what skrill data is because I've never used it or been in contact with it. So why should I verify something I don't have?

Jaroman, the casino means your payment method - Skrill (e-wallet). Have you ever used this provider to deposit into your gaming account?

I have not used skrill. They are welcome to send proof of this.

now I don't really know what skrill is, but I haven't registered with anything with "skrill". My deposits have been directly from my card on their site where you enter your social security number and confirm with Bank Id

Dear Betinia Casino,

Can you explain why you chose Skrill, even though the player has never used this method before?

Thank you.

Dear Tomas,

Skrill is where we have a technical possibility to make a manual withdrawal of customer's balance. Considering the fact that the customer's account is closed, we can only make a manual withdrawal.

Best regards,

Betinia.se

So you close my account (saying that I asked you to do so, which is not true). And now you say that you only have the option to make withdrawals through skrill which I don't have? So you are the ones who deliberately put me in a situation where I can't withdraw money. Are you reading this casino guru?

Why not just unlock the account you closed and pay out the money normally?

Is it possible to fix skrill afterwards and make withdrawals with it?

Hi, I have now fixed a skrill account.

Attached with screenshot

Dear Betinia Casino,

If the player now has a Skrill account, can you proceed with the payment?

Thank you.

Dear Customer,

Thank you for providing us with the screenshot.

We would like to inform you that your balance was paid out to your Skrill account today.

Best regards,

Betinia.se

Thanks for the help casinoguru.

And to betinia, you are a real bum page, h***

Dear Jaroman,

I'm glad to hear that your issue has been resolved 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 any other casino in the future.

We are here to help.

Best regards,

Tomas

Casino.Guru