Betsolino Casino - Withdrawal of player's winnings has been delayed.

After having some winnings I requested a withdrawal of some of the amount on my account. The verifying procedure almost takes one week after the request. The withdrawals were pending for more than 11 days when the status of it was changed to ‘OK’. But I never received any money on my bank account. I’ve had contact with costumer support but most of the times they didn’t reply to my emails and live chats. The very less times they did react they say it should be fine and they promised me to get my money. But no, there is no money! On the casino website is a banner of casino Guru as a partner, with a link to your website. But this casino is a big scam.

Dear Boyke123,

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

Goodmorning,

today exactly 14 days ago I requested the two withdrawal. And the money still isn’t on my bank account. My account is fully verified and the status of the withdrawal is after 10 days ‘pending’ now changed to ‘OK’

with kind regards,

Johannes

Dear Boyke123,

Have you received your withdrawal from the casino yet?

Hello,

no there is still no money on my bank account!

Thank you Boyke123 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Boyke123, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Betsolino Casino representative to join this conversation. 

Dear Betsolino Casino, could you please provide more information about this case? 

Looking forward to your reply.

Okay Betsolino,

im waiting for 4 weeks now for my withdrawal to arrive in my bank account!

every time I ask you what’s the problem with paying me out you give me the same fixed answer: you’re working hard on it.

when do you pay me my money?

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.

And now the time is over for the casino to explain why they don’t pay out… Still haven’t received any money after 6 weeks!

Dear Boyke123, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.