The player from Germany had been waiting for a €350 withdrawal since July 23, 2024. Despite her account being verified and no bonus usage, numerous emails had gone unanswered, and live chat had repeatedly cited a processing backlog. The Complaints Team had attempted to contact the casino multiple times but had received no response. Due to the casino's lack of cooperation and absence of a valid license, the complaint had been marked as 'unresolved', with the hope that this might prompt a change in the casino's approach.
Betsolino Casino - Player's payout has been delayed.
Black points: 101
Amount: €350
Betsolino Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello,
I have been waiting for a withdrawal of 350 euros since July 23rd, 2024. I understand it hasn't been an extremely long time. However, I noticed on the Casino Guru website that several complaints have already been submitted about this casino not processing payouts. In the discussions on Casino Guru's site, there are even more players claiming they haven't received their payouts. Everyone receives the same responses, month after month. Now, I am receiving these same replies daily. I have sent multiple emails, but not a single one has been answered, none at all. The live chat always says there's a backlog in processing. In the live chat, there also only seems to be one employee named Irina. I am now filing this complaint because I am experiencing the same issues that other players have been dealing with for weeks. My account is verified and I played without a bonus.
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3 months ago
Dear Gretche70,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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3 months ago
Translation
Hello,
Yes, of course I can wait those 14 days. But as you can read from other players here, I'm not the only one waiting for their money. Above all, I write an email to the casino every day and have had no response to date. Everything the people write here is correct. If you contact the casino, perhaps through another complaint, I'm dead certain that you won't get a response. Just as I'm sure that my complaint won't achieve anything anyway.
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3 months ago
I fully understand your frustration and concerns Gretche70. However, I will set the timer for an additional 7 days to allow the casino two full weeks to process the payment. If there’s no development by Tuesday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.
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3 months ago
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Ok, let's wait until Tuesday, but I think you know as well as I do that nothing is happening. Just like other players here, we are all being cheated
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3 months ago
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Today is Tuesday and nothing has happened
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2 months ago
Thank you very much, Gretche70, for your patience. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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2 months ago
Dear Gretche70,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betsolino Casino representative to join this conversation.
Dear Betsolino Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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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
Translation
I don't think anything will come of the casino. They've already proven enough that they're just ripping people off.
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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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Mirka
Casino.Guru
