The player from North Rhine-Westphalia has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
BetSofa Casino - Player’s winnings haven’t been received yet.
Amount: €4,000
BetSofa Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Yesterday I requested several payments, which have still not been transferred, although a payment should be made within 24 hours.
Today another withdrawal request of 1000 euros was allegedly canceled due to technical issues.
My VIP manager has assured me that he will fix the problem.
Nothing has happened so far.
The support is now acting stupid.
To be on the safe side, I have set up an account lock for 24 hours.
I ask to negotiate with the casino.
I would like my full balance refunded as soon as possible, please.
I don't want to play at a casino like this anymore in the future.
Just looking for excuses.
Now you even just end the chat.
Automatic translation:
Public
Public
1 year ago
Dear MatzeHe,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 year ago
Translation
I don't accept the statement that it can take days and weeks! This is a stalling tactic and sad that CasinoGuru does not support its users!
Automatic translation:
Public
Public
1 year ago
Dear MatzeHe,
I see that you informed our Forum team that you received your winnings. 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,
Kristina
Casino.Guru
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