The player from Austria had deposited €35 and won €330 but faced issues with the casino, as they were not responding to multiple emails regarding the withdrawal request. Despite having successfully passed the KYC verification a week prior, the payout was delayed, and the player had not received any updates on the status of the withdrawal. The Complaints Team had extended the response time but ultimately rejected the complaint due to the player's lack of response to inquiries, which prevented further investigation.
Betsolino Casino - Player’s winnings are being delayed.
Amount: €3,000
Betsolino 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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Hello, I deposited €35 and won €330, but now the casino is not responding.
I have already sent several emails, and they are ignoring my withdrawal request.
Automatic translation:
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1 month ago
Dear can_fuerlinger,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please specify when exactly you submitted your withdrawal request?
Have you accumulated your winnings with or without an active bonus?
Could you please confirm if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
I played with a bonus and completed the wager successfully.
The withdrawal request was made more than 48 hours ago.
And the verification has not yet been confirmed. I have already submitted the documents via email and have not received a response.
Automatic translation:
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1 month ago
Thank you for your reply. Usually, we recommend players wait up to 14 days for their winnings to appear in their bank account. Moreover, for your first withdrawal request to be approved, you have to pass the verification first. The KYC verification is an essential process during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your documents been approved in the meantime?
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3 weeks ago
Dear can_fuerlinger,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
Translation
To this day I still have not received my money.
I successfully passed the KYC verification 1 week ago.
The payout is delayed by weeks, I don't understand that!
Automatic translation:
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3 weeks ago
Thank you for your response. Please send me the screenshot of your transaction history showing your most recent withdrawal request. Could you please specify what its current status is? Is it pending or has it already been processed by the casino?
