The player from Germany had successfully completed the KYC process at Betoriginal and had requested a €150 withdrawal. Since then, he had not received any response despite emailing the casino multiple times to change his email address and process the withdrawal. Attempts to get help from sister casinos via live chat had also been unsuccessful. The Complaints Team had made several attempts to engage the casino for a resolution but had received no cooperation. As a result, the complaint was marked as 'unresolved', and the player was advised to contact alternative dispute resolution services for further assistance.
BetOriginal Casino - Player's withdrawal has been delayed at Betoriginal.
Black points: 17
Amount: €150
BetOriginal 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 policy, good regulator
UNRESOLVED
Case summary
2 months ago
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3 months ago
Translation
Good day,
I received a bonus drop of €30 at Betoriginal, which I used and subsequently withdrew the highest possible amount (5x bonus value), resulting in a €150 bank transfer. According to the site, the KYC process was successfully completed. Usually, casinos in this group require an additional KYC via email and link. Since I no longer have access to my old email address, I have already emailed the casino over six times requesting them to change my email and process my withdrawal. Unfortunately, I haven't received a single response. I even contacted the sister casinos via live chat, but none were willing to help. They merely replied that they could only assist with issues pertaining to their own casino and made no effort to help.
Automatic translation:
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3 months ago
Dear Axelone94,
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.
- Could you please clarify how the email address influences the current withdrawal?
- Do I understand correctly that you requested this withdrawal on July 18?
- Have you made any successful withdrawals before?
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
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3 months ago
Translation
Good day,
Often they want other documents and in order to verify these, you receive a link via email that you can then upload! For example, in my case, they could ask for proof from the bank I want to pay out to!
No, I have never paid out there
Automatic translation:
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3 months ago
Thank you very much for your reply, Axelone94. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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3 months ago
Translation
Yes, I can do that, but as I said, I never received a single answer! A few days ago I cancelled the withdrawal via bank transfer and made it via token, hoping that something would happen, but unfortunately nothing! The casino is offering new deposit bonuses, which means that someone has to run the site, but probably just to keep money
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3 months ago
Thank you very much, Axelone94, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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3 months ago
Hello, Axelone94!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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2 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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2 months ago
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 Kahnawake Gaming Authority itself (complaints@gamingcommission.ca). 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 (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Pavel K
Casino Guru Team
