Betsolino Casino - Player’s withdrawal has been delayed.

Dear cool3r,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please advise which payment method to withdraw your winnings have you opted for?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

First withdrawal. Skrill payment method and active bonus.

Thank you very much for your reply, cool3r. Have you tried contacting the casino regarding the delayed payment? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hey,

I sent the information to your email.

I have contacted you via email, which has never been answered. Chat yes answers (We Apologize for the delay in processing your payment and any inconvenience this may have caused. Please rest assured that we are taking additional steps to resolve this matter promptly and appreciate your patience. I will escalate your complaint to the finance department for immediate resolution.)

The withdrawal is still pending

My withdrawal is still waiting to be processed. I asked about the withdrawal situation on Live-Chat today (We apologize for the delay in processing your payment. We're aware of the situation and are committed to Addressing it. Your payment will be resolved in the coming days)

Thank you very much, cool3r, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

You are surprised that I received the last message from you 5 days ago. What is really going on here...

Dear cool3r,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betsolino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betsolino Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

The situation is still the same

2024-07-08 20:18:55 pending

Thank you for your inquiry. Please be advised that the matter is currently under investigation. We will update you with the findings and any further information as soon as the investigation is concluded.

Thank you for your patience and understanding.

Dear Betsolino Casino,

Could you please provide an update on the ongoing investigation? What are the reasons for the withdrawal being delayed for over a month?

Thank you for your prompt response.

my withdrawal is still waiting for processing

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.

Dear cool3r,

Aside from the casino's last message regarding the ongoing investigation, we haven’t received any substantial information to advance the resolution process. Although the casino responded to this complaint, they have not provided any useful details that could help resolve your issue. Unfortunately, without their cooperation, there is little we can do.

Since the casino is licensed and registered by the Government of Costa Rica, which lacks specific laws and regulations concerning online gambling and does not mandate any Alternative Dispute Resolution (ADR) services, there is no gaming authority available to escalate this matter.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing 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,

Kubo