Betsolino Casino - Player’s winnings are delayed.

Hello! I got bonus money 50e to betsolino casino and it gave me a low wager too. I played and got 200e on 4th July. I sent documents on 5th July and on 6th July by email. I have tried to contact there and ask about documents but I haven't got any answer. I am 100% sure that 200e was withrawable. I have read other reviews of the betsolino casino and doesn't look good. Can I still do something so I could get my money? Luckily I didn't play my own money. But still sad that I may loose 200e

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Dear hannali84,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the link or the screenshot of the bonus you activated and played with?

Could you kindly specify which documents you provided and when exactly you sent the last one? Have you submitted all the requested documents on time and in the correct format?

Has any of your documents been approved by the casino?

When was the last time you communicated with the casino and what was it about?

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

Dear hannalii84,

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.

Hei! Minulla ei ole enää tallessa mailia, jolla sain bonuksen. En olettanut sitä tarvitsevani. Minun tilini on vahvistettu chatin mukaan muutama viikko takaperin, mutta silti 200e on yhä vain odottaa tilassa. Olen kommunikoinut chatin välityksellä, aina sana henkilö ja aina samanlaisen vastauksen saan. Laitan kuvakaappaukset. 23.7 ja 25.7 kyselin viimeksi. Aiemmin sanoi, että ilmoittaa talousosastolle, että tapaukseni käsittely nopeutuisi, mutta mitään ei tapahdu. Maileihin ei vastata

Thank you for your response. Was the €50 bonus you received a free, no-deposit bonus?

Have you made any deposits to this casino at all?

Could you please send me a screenshot of your transaction history?

Olen tehnyt talletuksia kasinolle, mutta niillä en voittanut mitään. Tämä 50e oli ilmainen, ei tarvinnut tehdä talletusta. Laitan kuvakaappauksen maksuista. 4.7 200e on edelleen odottaa tilassa

Thank you very much, hannalii84, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello hannalii84,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betsolino Casino representative to join this conversation and participate in resolving this complaint.

Dear Betsolino Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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.

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,

Stefan, Casino.Guru