Betspino Casino - Player’s withdrawal is delayed.

I just applied for a withdrawal of 500 EUR at this casino,

I was logged in, but for some reason was asked to register anew and could not use the casino.

I have successfully KYC'd and withdrawn money many times in the past.

The casino support says they are investigating the cause of the problem, but it has already been over a month and there is no hope of recovery.

The 500EUR I applied for has also not been paid for a long time.

I would like to pay the 500 EUR and be allowed to recreate my account.

Hello andandjonnyx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betspino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account was verified several months ago.

The prize money is actual money.

I have been talking with the casino about errors all along.

I have lost patience and filed a complaint because the errors have not been resolved and withdrawals have been stopped for a long time.

Submit actual images.

I am logged in, but I am prompted to register for a new account, and what's more, this pop-up cannot be turned off, making the casino virtually unusable.

Hello andandjonnyx,

Did you try to clear the cookies or a different browser to access the casino?

Yes. I have tried everything: clearing the cache, deleting cookies, changing browsers, incognito mode, etc.

Hello andandjonnyx,

Before we would try to get in touch with the casino, can you please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Forwarded on the 18th.

Hello andandjonnyx,

You did not forward the communication as it is a simple sentence from the casino not relatable to this case at all.

What I want you to see is the entire thread of forwarded emails.

There are dozens of emails.

Hello andandjonnyx,

Please forward the most important ones and related to the case only as the one you forwarded gives zero context regarding this complaint.

I need you to check the tree of emails you sent.

If you can't view it because of a problem with your mail tool settings, there is nothing we can do about it.

I previously sent you a tree of 70 email exchanges with the casino.

You should be able to view them if you set up your environment there properly.

If this does not work, please contact the casino directly.

I am pasting part of the tree just in case.

Hello andandjonnyx,

Unfortunately, only 1 e-mail from the tree is visible. Is it possible to somehow forward the full one?

Impossible. I am sending the whole thing in the first place. Your mail system doesn't support it, so it probably doesn't show up.

The only way to find out more is to get a casino representative here to confirm the details.

Hello andandjonnyx,

Please try to send it again as we can't move forward without the evidence.

forwarded.

However, I cannot hack your email system and change your settings.

If you don't see it, give up and call a casino representative here for more information.

Thank you andandjonnyx for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betspino Casino for their help in resolving this complaint. We would like to know what is the issue with the account and what can we do to help the player withdraw their winnings.

Thank you!

Dear andandjonnyx,

We are writing to sincerely apologize for the recent inconvenience you have experienced with accessing your account and processing withdrawals at Betspino Casino.

We understand that this situation has been frustrating and disruptive to your gaming experience. Please know that your satisfaction is our top priority, and we are committed to resolving these issues as swiftly as possible.

To expedite the resolution of your account and withdrawal concerns, we kindly ask that you contact our VIP support team directly at vip@betspino.com. Our dedicated team is on standby to assist you and ensure that your issues are addressed in the shortest possible time.

Thank you for your patience and understanding as we work to improve our services. We deeply value your loyalty and look forward to providing you with a seamless and enjoyable gaming experience moving forward.

Warm regards,

Betspino Casino

I'm submitting this complaint because that VIP support has been refusing to answer for a long time?

The unavailability of the account could be explained by a glitch in the system, though,

The fact that withdrawals have been stopped for so long should be a financial problem and not a system problem.

Why haven't you been making withdrawals all along?

Dear Betspino Casino representative, if the player is unable to get in contact with your VIP support team directly I would appreciate if you could try resolving this issue by using our service. Let us know what the player needs to do or provide to be able to withdraw their winnings. Thank you in advance!

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.

Dear andandjonnyx,

We noticed that you have successfully logged into your account recently, and we're pleased to inform you that all of your latest pay-outs have been processed successfully on our end.

Additionally, we wanted to mention that we haven't received any emails or messages from you regarding any issues. If everything is running smoothly, that’s great! However, if you do have any concerns or if there’s anything we can assist you with, please don’t hesitate to reach out to us. Our VIP team is here to help, and you can contact us directly at vip@betspino.com.

Best regards,

Betspino Casino

Thank you for the update Betspino Casino representative.

Dear andandjonnyx, let us know if your issue has been resolved or if you require any further assistance. Thank you in advance!

I cannot log into my account and have not received any withdrawals.

VIP support has been ignoring me the whole time.

If you say you have received payment, please submit a transaction ID.

Dear andandjonnyx,

We are writing to inform you that the resolution of your ongoing case has been delayed due to a lack of communication on your end. We understand that unforeseen circumstances can arise, but in order to expedite the process and provide you with the best possible service, we kindly request that you get in touch with us at your earliest convenience.

Additionally, according to our records, your most recent withdrawal was successfully processed on the 16th of May. If you have any concerns or questions regarding this transaction or any other matter, we are here to assist you.

Please contact us at your earliest convenience via email at vip@betspino.com. Your prompt response will help us resolve your case as quickly and efficiently as possible.

Best regards,

Betspino Casino

Why can't you understand that I am submitting this complaint because you have been ignoring me since I contacted you via email?

Are you kidding me?

If the problem doesn't get better, I'll just create a new account. Is that clear?

Dear andandjonnyx, can you provide screenshots of the emails you sent to the VIP team so the casino can see you tried to get in touch with them as they request? Thank you in advance!

This is exactly the same email I sent to you earlier.

I have been waiting for a response from the VIP team ever since.

Dear andandjonnyx, I'm not saying you should provide me with the emails again, although I can't read the conversation from them anyway as my colleague Nick has kindly let you know before. I requested you post the screenshots of the date and times when you sent the emails to the casino VIP team here in the complaint so the Casino Representative can see you have tried to contact them to no avail. If you refuse once again I will take that as a noncooperation from your side and will be forced to reject your complaint. Thank you in advance for your cooperation!

Thank you for providing me with the screenshot andandjonnyx.

Dear Betspino Casino representative, as you can see the player contacted your VIP team on 23/7 and had no response thereafter. Can you now assist the player here in the complaint or are you gonna direct them again to your VIP team even though it didn't work until now? Thank you in advance!

Perhaps the problem has been solved.

I will make deposits and withdrawals next week and check them, and if that is OK, the claim should be closed.

Thank you for the update andandjonnyx, we will keep this complaint open until you confirm your issue has been resolved. Please keep me updated about any new developments. Thank you in advance!

Dear all,

We are writing to confirm that we have successfully communicated with user regarding the recent concerns which were raised. We are pleased to hear that the issues have been resolved to customer's satisfaction.

Thank you for your cooperation and for taking the time to work with us in addressing the matter. Your feedback is valuable to us, and we remain committed to providing you with the best possible gaming experience.

Should you have any further questions or require additional assistance, please do not hesitate to contact your VIP manager.

Thank you for choosing Betspino Casino.

Perhaps the problem has been solved. But it took too long and my loss was enormous. I have found that this casino has no operational or technical skills, and I hope they will revise their reputation.

Dear andandjonnyx,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

We would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter