HomeComplaintsBetinia Casino SE - Player's withdrawal has been delayed.

Betinia Casino SE - Player's withdrawal has been delayed.

Amount: 33,000 kr

Betinia Casino SE
Safety Index:High
Submitted: 27 Aug 2024 | Case closed : 10 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from Sweden had requested a withdrawal via Swish but had not received the funds. Initially told to wait two hours, when he followed up, the support team could not provide a timeframe for the withdrawal. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.

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2 months ago
Translation

I requested a withdrawal via Swish but still haven’t received my money. The support agent asked me to wait 2 hours for my withdrawal. If nothing comes within 2 hours, I should contact them again. When I did, they responded they couldn't provide any timeframe regarding my withdrawal.

Automatic translation:
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2 months ago

Dear 2qnq9w58m4,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

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1 month ago

Dear 2qnq9w58m4,

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.

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1 month ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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