Betspino Casino - Player’s withdrawal has been delayed.

Did a request on 28 december its now 10 january still nothing on my bankaccount. Kyc is done, already before took 2 withdrawels with succes

Dear Reiziger30,

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

Its getting really funny now, first they said payment is sendet and now something else

Thank you for your reply, Reiziger30. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Have you tried contacting the casino regarding the blocked account? 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.

Made before on 22th december 2 withdrawals with the same method and received on 28th december.

i contacted the casino when they blocked my account, and they ask now passport pictures, like i said before already i sendet and received my funds. So no problem i sendet again. Now is my account re-opened en they say now we working on the passport verifiying after we sent the money.

but it was already sendet the money they told me on whatsapp everyday. Very strange

Could you please clarify when the casino started reviewing this document(s)?

On December 27 I received an email asking me to upload my ID, this was approved and I received another payment on December 28, later that evening on December 28 I requested another payment, I assumed everything was fine. with KYC because I had already done that, but on January 10 I received a request to upload my passport, so I did so, and I suspect that it has been under assessment since January 10. but the strange thing is that the amount has already been sent since December 29, so from December 29 to January 10 I was told that there is a delay, holidays, etc., but it is not until January 10 that they say we need your passport again. while they previously said from December 29 to January 10, the amount has been sent from our side, you just have to be patient.

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.

Email is sended, thanks for the help!

Received the funds! Thank you

Dear Reiziger30,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru