Betmotion Casino - Player has not received his withdrawal.

I've been attempting to withdraw my money from the Bet Motion Casino:

https://www.betmotion.com/es/apuestas-deportivas#/prelive

since October 11th, and my withdrawal requests have not been fulfilled. I have simply been given excuses about issues with their payment providers for nearly the entire month without receiving any payment of the money that I have in my account. Each time I am provided with a new excuse including issues with their payment provider, and now bureaucratic matters. They continue to provide different excuses to avoid making the payment and, at the end of the day, no payment is made. They commit through chat that they will respond to my registered email but never actually send anything. They only say this to try to appease me, but for the whole month, I've been dealing with their customer service trying to get a response about my withdrawals and to this date, they haven't provided a specific day on which they will make the withdraw. They only provide excuses. I was able to withdraw three times before, but every other withdrawal attempt is when the problems start, which shows that they are the ones who do not want to make the withdrawal.

Dear skar97,

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. Approximately how many days did the last withdrawal take to be processed? Did you use the same withdrawal method in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

1. The last withdrawal they made took approximately 7 days from when it was requested. It was requested on October 11 and they authorized and deposited it until October 17.
2. The casino only allows you 1 withdrawal method, which is only by bank transfer, therefore the same one has always been used.
3. I confirm that my account is already verified and in fact I have already made withdrawals previously
4. Regarding the bonuses in my account I already had a balance, then I tried to take advantage of a birthday bonus and I made another deposit and I was credited with a bonus with a considerable rollover which I fulfilled and released the bonus only with the money that I had deposited without need. of using the bonus balance consequently released the amount which was approximately $10,000.

Thank you very much, skar97, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear skar97,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betmotion Casino representative to join this conversation and participate in resolving this complaint.

Dear Betmotion Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear skar97 and Casino Guru.

We are very sorry about this problem. There was an issue with our payment processor, which caused the delay.

Both withdrawals opened on October 11 were concluded last friday. The other pending withdrawal you had, from November 3rd, was released today.

We are taking measures to stop these delays from happening again in the future. Our goal is to give our customers the best user experience possible.

Best regards,

Betmotion Team.

Dear Betmotion Casino,

Thank you for your response and the information provided.

Dear skar97,

Could you let me know here once you receive the payment?

I am looking forward to your response.

Kind regards,

Stefan

I confirm that the requested withdrawals that were pending have already been received, thank you for your intervention

Dear skar97,

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 this or any other casino in the future. We are here to help.

Best regards,

Stefan