The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.
Betsolino Casino - Player’s withdrawal has been delayed.
Amount: €1,000
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
Case opened
Current status
Waiting for a delayed payment
10d 9h 14m 28s
Case summary
1 hour ago
Public
Public
14 hours ago
Translation
Hello, on 12/14/2024, I requested two withdrawals of €500 each after I fully met the wagering requirements for my received bonus. Now, for days, the status just says "Pending" with no progress. The live chat is the worst because no matter when you come online, there's no response except being told to send an email, which also goes unanswered. I uploaded my documents, which was quite a task since it barely worked, so I also sent my ID via email and still received no response. I've played at so many online casinos, but this is anything but normal and is by far the worst casino I've ever seen. Customer service is utterly terrible, and it all seems fake.
Automatic translation:
Public
Public
14 hours ago
Dear Chrisspielt81,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Complaint is pending and will be processed in 10d 9h 14m 28s
