Betsolino Casino - Player's withdrawal of winnings has been delayed.

I deposited £50 with a bonus and won a little money. Then deposited a further £25 and won over £10,000, I currently have 3 withdrawals pending, two for £250 and one for £2000. But from what I am seeing it doesn’t appear I will ever receive this. My account was confirmed as verified by the live chat. This is life changing money for me and I will be disappointed if this turns out to be a scam.

Dear broganjohnson33,

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 make sure I understand your situation completely.

Could you please specify when exactly you submitted your withdrawal requests?

Have you sent any identity documents to the casino for verification?

Could you kindly send me the screenshot or the link to the bonus you took? Did you take just one bonus, or did you activate a bonus with each of your deposits?

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

Hello,

i have submitted 3 withdrawal requests so far as per below screenshot, the earliest being on the 25th of July.

i have sent identity documents yes and bank statements and utility bills.

The bonus i took was the first deposit bonus, i didn't take a bonus on my second deposit.

Thank you very much, broganjohnson33, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear broganjohnson33,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betsolino Casino representative to join this conversation.

Dear Betsolino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

What happens if they do not respond please?

Hello, your case is currently under investigation

can you provide anymore info? a timeframe of how long this might take? My withdrawal has been pending since the 25th of July

Please can someone respond as this is nowhere near enough information for me to be satisfied yet

Dear Betsolino Casino,

Would you be able to provide us with the results of the investigation?

Thank you

What happens if we don’t get a response please?

i assume all that will happen is that this will close as unresolved and nothing will come of it...

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.

we're not going to resolve this are we and i am going to lose out on over £8000!

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,

Mirka

Casino.Guru