BetOnline Casino - Player's withdrawal of $2,000 is delayed.

I want to report the refusal of payment by the bank Betonline.ag, I have made dozens of reports, it has been 1 month and 1 week since the withdrawal from the account to my bank account was made, they do not give me a solution, the withdrawal was for 2,000 dollars, my account is B3245336

Dear Simon29,

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 from the casino 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?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Have you made successful casino withdrawals in the past?

Yes, a few years ago I made bets, around 2016, 2017, they normally paid me. I don't remember well, I stopped betting there, I resumed betting on it in 2024.

Could you please confirm that you have passed the KYC verification?

My documents were verified correctly.

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

Without bonus, I have accumulated with my deposited money.

Could you share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru , or post screenshots here

Thank you very much, Simon29, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of BetOnline Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction", we keep on trying.

Hello Simon29,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite BetOnline Casino’s representatives to join this discussion in order to resolve this issue.

Dear BetOnline Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Almost solved, the casino paid, thanks

Dear Simon29,

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 patience, 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,

Jakub