Betsolino Casino - Player's withdrawal requests are delayed.

Hello,

A couple of weeks ago, I played at this online casino using a first deposit bonus. I won a total of 42,763 euros, which I decided to withdraw. I asked the casino if they have a maximum withdrawal limit, and I was told that they do not. I can provide screenshots of these messages as proof.

The website was poorly designed, so I couldn't upload my documents there. Instead, I sent them to the casino via email as instructed in the live chat. However, I haven't received any response to my emails at all. I've also inquired about the status of my withdrawal via email. I've been in contact with the live chat almost every day, but they only tell me that there's a long queue for withdrawals and that the employees in the live chat can't process withdrawals. It's always the same response, but nothing seems to happen, and there's no progress on my issue.

It has now been two weeks since I requested my withdrawals. Because the casino only allows withdrawals of up to 2000 euros at a time, I made a total of 21 withdrawals (20 x 2000 euros and 1 x 763 euros). I can provide screenshots of my withdrawal requests and deposits. There haven't been any issues with the deposits.

In conclusion, I have done everything I can, but the online casino doesn't seem to be doing anything about it. I have been cooperative with the casino, sent all the necessary documents for the KYC process, and played according to the casino's rules.

Dear temppa9,

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 which games you played with your active bonus?

Could you kindly advise if you passed the full KYC verification? Have you received any notification from the casino if any of your documents have been verified?

When was the last time you communicated with the casino customer support regarding the delay in your verification and payment?

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

Hi and thanks for the quick reply!

With an active bonus, I only played traditional slot games from three different manufacturers. I had previously read the bonus terms and there was no prohibition to play these games. Recycling also progressed while playing the games in question.

I have sent all the required documents for Kyc confirmation, but I have not received any response from the casino about the confirmation. I also sent the documents two weeks ago.

I last communicated with them today in live chat, where I got the same answer as always before.

Hi,

has there been any kind of update on the case?

Thank you very much, temppa9, 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 temppa9,

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

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,

Mirka

Casino.Guru