The player from Germany had a pending withdrawal request for 12 days, with the status still 'pending'. Despite being informed by live chat support that there was a backlog, he received no email responses. His profile was fully verified, and he played without using any bonuses. The Complaints Team had contacted the casino multiple times regarding the delays in processing his withdrawals, but the casino's responses were minimal and vague, indicating that the case was under investigation. Ultimately, the complaint was marked as 'unresolved' due to the casino's lack of cooperation.
Betsolino Casino - Player’s withdrawal delayed for 12 days.
Black points: 119
Amount: €1,100
Betsolino Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.3
Betsolino Casino has a Safety Index of 3.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Delayed payment, status unknown
UNRESOLVED
Case summary
3 months ago
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5 months ago
Translation
Hello, my withdrawal request has been pending for 12 days and the casino hasn't processed it yet.
The status of my withdrawal remains 'pending'.
Live chat support keeps telling me they are experiencing a backlog and I will receive my money soon. However, I don't get any responses to my emails.
My profile is fully verified. I played without using any bonuses.
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5 months ago
Dear xSerious169,
Thank you very much for submitting your complaint.
I'm sorry to hear about the delay with your withdrawal request. To help us better understand your situation and assist you effectively, could you please provide us with some additional information?
- When did you make your withdrawal request?
- Have you received any communication from the casino other than the live chat responses you mentioned? If so, could you provide details or screenshots of those communications?
- Have you experienced similar delays with this casino in the past? If so, how were they resolved?
- Could you confirm that your profile verification is complete and that no further documentation has been requested by the casino?
Additionally, you can forward any relevant communication or evidence to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
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Hello, I submitted my withdrawal request on June 28, 2024.
This is also my first withdrawal at the casino.
I never received a response to my emails, even though I contacted the casino several times.
my verification is complete and no further documents are required
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5 months ago
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Hello, I requested another withdrawal of €400 today.
My first withdrawal of €700 has still not been processed.
I would like to add my second withdrawal of €400 to this complaint.
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5 months ago
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Now 14 days have passed and I still haven't received my money.
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5 months ago
Hello xSerious169,
We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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5 months ago
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Can you please just contact the casino regarding my withdrawal (there are now 2)?
Three weeks have passed now.
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5 months ago
Thank you very much, xSerious169, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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5 months ago
Hello there,
Thank you xSerious169 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Betsolino Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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4 months ago
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The timer has been running for 24 hours. Why is nothing happening here?
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4 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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4 months ago
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Seven weeks have now passed. Both transactions are still 'pending'.
I have now contacted all well-known casino sites and also reported about it in forums.
If I finally get my money this week, everything will be fine.
Otherwise I will warn everyone that no payment will be made.
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4 months ago
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Can you please just process my two bank transfer withdrawals?
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4 months ago
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Dear casino guru team,
The casino has now responded twice, shortly before the timer ran out, that they are 'investigating my case'.
Apparently the casino only says that so that the timer doesn't run out.
What do you have to 'investigate'?!
My first payout has been pending since June 28th and my second since July 11th.
There's nothing to investigate...they just need to be paid out and that's it.
Currently nobody is getting their money, I have been waiting for 7 weeks now!
Can you help me in any way here?
Or can the casino simply respond for weeks on end with a short reply saying the case is being investigated, even though there is nothing to investigate and the payout just needs to be made?
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4 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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3 months ago
Dear xSerious169, it seems like this is the casino's common response if we receive a response at all. I'm afraid there is not much that can be achieved without cooperation from its side. The casino operates under the Costa Rica license which doesn't have an option to file an official complaint to the regulator so 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 that you choose casinos based on 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,
Peter
