The player from Germany has requested a withdrawal more than two weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. We made several attemts to contact the casino but it remained irresponsive, therefore we were forced to close the complaint as unresolved.
BetOriginal Casino - Player’s withdrawal has been delayed.
Black points: 12
Amount: €75
BetOriginal Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.8
BetOriginal Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
5 months ago
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1 year ago
Translation
I requested a payout on 04/09/2023. To date, the money has not been transferred. When you ask in the chat you only get the answer that the payment can take 3 to 5 days and you contact me.
I have not received an email from chat support, nor has my personal message to the support address been replied to.
Automatic translation:
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1 year ago
Dear Mwandi,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if your account was successfully verified in the past? Were your winnings accumulated with or without an active bonus?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
Hello Petronela,
the account has already been fully verified by me and payments have also been made earlier, some of which were transferred after a few hours, but mostly within 2 to 3 days.
If the account is not verified, the support should at least point out that I have to submit the relevant documents. This didn't happen. So I'm assuming the account is verified. As I said, so far every contact with the right support has come to nothing and the chat always gives the same answers without helping.
Since I have the payment on 09.04. have applied for and we today the 26.04. have now gone a good 17 days into the country.
Automatic translation:
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1 year ago
Thank you very much, Mwandi, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi Mwandi,
I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear BetOriginal Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay? When the player could await the withdrawal request to be processed from your side?
I'm looking forward to hearing from you.
Kind regards,
Natalia
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1 year 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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1 year ago
Hi Mwandi, I have tried 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 EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
