The player from Germany has encountered issues with Betnomi Casino, where their account has been temporarily limited for payouts but still allows deposits and play. Meanwhile, there is no communication through live chat or email. Since we have not received any response from the casino, we were forced to close this complaint as 'unresolved'.
Betnomi Casino - Player faces payout refusal and unresponsive support.
Black points: 141
Amount: €150
Betnomi Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello, betnomi refuses my payout, the account is temporarily limited for payouts, means deposits and play but no payouts. Live chat has stopped working and I'm not getting a response via email. The site has problems...
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10 months ago
Dear zIPiico,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, without verifying your account, you won’t be entitled to any withdrawals.
However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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10 months ago
Translation
Hello, the chat and support have informed me that the KYC verification is pending. But I don't get any feedback here... When asked how long it takes, neither does it.
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10 months ago
Dear zIPiico,
Could you please advise if you submitted any personal documents for the verification? How long ago was your account restricted?
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10 months ago
Translation
Hello, my account was activated after 1 week but now I've been waiting for an answer from support for 5 days, I've written several e-mails. It's about my money still not being paid out. First drag out verification and then I'm not getting any reply regarding my payout now! This is really the worst part!
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No replies, not even via email!
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10 months ago
Translation
Also, I got kicked out of the Telegram group for complaining! So this is really the last.
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10 months ago
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In my opinion, there is no answer on purpose so that they don't have to pay out my money. Is it really bad how betnomi treat their players?
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10 months ago
Thank you very much, zIPiico, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Translation
Ok thanks I hope a solution will be found soon
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also very interesting
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10 months ago
Hi zIPiico,
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 Betnomi Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player is not able to request a withdrawal?
Thank you.
Best regards,
Tomas
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10 months ago
Translation
Hello Thomas,
thanks and I was able to request my withdrawal but it is not being processed. Also, I haven't received an answer for a week.
Best regards
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10 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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9 months ago
Dear zIPiico,
We have been trying to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Gaming Curacao Authority. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.
Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
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