The player from Germany is experiencing difficulties with incorrect bonus wagering count. The issue was resolved, the player eventually received his winnings.
BetVili Casino - Player’s bonus wagering has not been counted correctly.
Amount: €3,000
BetVili Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Good day,
it is best to start at the beginning of the problem. On 06/11/21, I deposited 100 euros with an exclusive 300% bonus. After a few minutes I received the € 300 bonus.
After playing for a while, I noticed that my wagerbar cannot be right at all. (Well noticed, I have completely adhered to all guidelines and rules). I only bet about 10% per spin. This has always varied. At some point I was at a point where my wager from € 1,600 per spin kept going down instead of up. At the latest then it was clear to me that what was going wrong there. At the time, I already had € 2000.
Without clarifying the problem, I didn't want to continue playing for the time being and waited for the next day to visit the live chat.
In order to shorten the whole thing a bit, I was assured the next day that the wager is completely incorrect (it should have already weighed about 4k) and that it is still being processed, now I've been waiting for this to happen for 5 days. Every day I asked several times in the chat. I was always put off that this was still being processed. Meanwhile I have to assume that I will be deliberately delayed. My bonus expires on 06/17/21. After that, I have no more chance of taking my winnings as long as the wager is not adjusted.
For information ! I was informed that this problem has occurred with some customers and the team is still consulting.
I am very desperate because I am already at € 3,200 and I have little hope of success. I hope I can be helped by your help so that I may still get my winnings, as these are absolutely mine. I have read the guidelines several times and carefully.
With best regards,
Louis B ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Dear Louis,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you activated any promotional offers in the past from this casino? Have you been advised when the problem should be fixed? I would assume that the validity of the bonus will automatically be prolonged due to this technical issue.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Thank you very much, Louis, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Hi Louis,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BetVili Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Translation
Betvili just wrote to me in the chat that they would like to give me back my € 100 deposit. Due to the technical error, they do not want to pay me my 2500 €.
I won the money fairly and without violations. I can't help it that the wager was flawed. This is due to the operator of the site.
Now I'm being punished for it because their site didn't work properly? For me this is a scam!
I urgently ask for help!
Automatic translation:
Public
Public
3 years ago
Translation
Based on some feedback from various streamers, I am now sure that this casino is acting fraudulently. In any case, extremely dubious. I was told that the team has now almost been changed. Old employees terminated, new employees hired. Since then a lot of dubious things have been going on on this site. All the streamers I spoke to have broken off the partnership (affiliate) with Betvili because they did not get their money themselves. I will do a lot more research and publish an article in the future. With my experiences and those of the other players.
I haven't even seen the 100 € that should be refunded to me.
All history was deleted in the chat. In addition, I am no longer answered.
Edited
Automatic translation:
Public
Public
3 years ago
Hi Louis,
I'm sorry to hear that. We still haven't heard from the casino. It's a pity because we really need them to get involved to sort the issue out.
Public
Public
3 years ago
Hello,
First of all we would like to apologize for the delay at responding. Issue with the wager is fixed and client proceeded with sending the withdraws.
As soon as we will finish with our checking, we will proceed with sending the funds. We are in contact with the client all the time, so he can confirm to you that the issue is fixed.
Public
Public
3 years ago
And we also want to answer to our dear player regarding the claim that he made about the streamers. None of the streamers has broke any relation with us, we are proceeding as usual.
About the payments with affiliates, it is a matter of the casino and we do not understand why it is related to the case.
Public
Public
3 years ago
Translation
Dear Betvili team and Casino Guro team,
As already described, I am in close contact with the casino. The chat activity has improved significantly and we have agreed on a payout of € 2200. I made the payout. Now I am waiting for this to be processed and for the next few days to be on my account.
I will be happy to keep you up to date on whether everything has worked.
Automatic translation:
Public
Public
3 years ago
Hi all,
Thank you for your replies. I'm glad to hear that there has been progress.
Dear Loius,
Please let me know when you receive your winnings.
Public
Public
3 years ago
Translation
Update
After we agreed on the amount and I was finally able to pay out the money, nothing has happened since then. The payout is already in progress. I was informed yesterday that my game history was checked and approved. However, no payout has been processed repeatedly as promised. If there is no processing today, I can wait for the entire weekend. Would I find anything but fair after all the hustle and bustle.
I don't think it's okay that appointments are not kept as promised over and over again.
Automatic translation:
Public
Public
3 years ago
Hi Louis,
I understand how frustrating this is, but it's good news that your gameplay was approved. Let's wait a few more days, hopefully, you will receive your funds soon.
Public
Public
3 years ago
Translation
So,
now I have been informed that the gameplay has not yet been checked. That should have happened the day before yesterday.
Automatic translation:
Public
Public
3 years ago
Hello,
Gameplay to be checked is not just depended on us. We are waiting from our provider to confirm it , so we can proceed with the payment.
Public
Public
3 years ago
Translation
Even if the provider supposedly depends on it, I find it very dubious that you have to wait weeks for your money. As you could see from other contributions here, this is not uncommon. I honestly don't understand. Furthermore, my gameplay was checked a few days ago when it came to the payout. There was talk of an error when I opened a game and immediately closed it again. There I supposedly would have made € 1998.49 in one turn. (Which of course is not possible at all). But this was also flagged as a bug.
So I can't understand why my gameplay is being checked repeatedly.
Since there is no support available on the weekend, I hope that the money will finally be paid out on Monday. I'm really running out of patience.
Automatic translation:
Public
Public
3 years ago
Dear Betvili Casino team,
Please keep us updated on the status of the verification by the provider.
Public
Public
3 years ago
Hello,
The gameplay is checked in the moment when you proceed with the withdrawal. We proceed with our checks and in case of high amounts our game provider proceeds with the checking.
We are just waiting for a confirmation from them.
Public
Public
3 years ago
So you're telling me that after the weekend no one checked the gameplay yet? After more than 6 days? I was told that the process takes a maximum of 2 days.
Public
Public
3 years ago
Hello,
We got confirmation from our game provider. We will proceed with sending the funds now.
Thank you for the patience!
Public
Public
3 years ago
Hi all, thanks for the update.
Dear Louis,
Please let me know when you receive the rest of your winnings.
Public
Public
3 years ago
Translation
With pleasure
Until now I have NOT received the remaining winnings.
Automatic translation:
Public
Public
3 years ago
Alright, I will set the timer to 7 days, and we'll see if you receive the funds by then.
Public
Public
3 years ago
Translation
The specified 5 days have already passed. The chat has been offline for everyone since Monday. It is no longer possible to contact the casino. What's going on there ? Could Betvili comment on that too? I strongly doubt that the rest of the money will come. If the money is not there next week, I will also contact the licensors. I got a contact a few days ago.
Automatic translation:
Public
Public
3 years ago
Translation
As expected, the money did NOT come today! That should have been there long ago. The chat has also been offline for 8 days. No response via chat, email or Casino Guru. Suddenly they all seem to have disappeared!
Automatic translation:
Public
Public
3 years ago
Hello,
We were not available last week. We sent the funds on Monday, usually for bank transfers it takes from 1-7 business days ( at least for our bank). Please check your account in the next days
Public
Public
3 years ago
Translation
A transfer to my bank takes one working day, a maximum of 2 working days. It's been 7 days now.
Do you have a receipt for this transfer that you can send me? So that I can check the data?
Many Thanks
Automatic translation:
Public
Public
3 years ago
Hello,
Yes, it depends on the bank actually. We can send you the receipt tomorrow
Public
Public
3 years ago
Hi all,
Thank you for your replies.
Dear Betvili Casino,
Could you please send the confirmation of the transaction also to my email address (peter.m@casino.guru)?
Public
Public
3 years ago
Translation
I haven't received any evidence yet. For information. According to my bank, there is also no transaction that could be the missing € 1000! So either a mistake was made with the data or the money was never sent.
Automatic translation:
Public
Public
3 years ago
I've just contacted my bank by phone. My bank informed me that no transfer was received under this transaction number.
So what's wrong here?
Public
Public
3 years ago
Hello,
Our bank confirmed that the funds are settled since yesterday.
Can you check if you received?
Public
Public
3 years ago
Translation
Yes
Thank you very much to Casino Guru. Without their help, it might not have worked.
So thank you very much.
I would like to thank Betvili that they managed to withdraw the money after more than a month. Really. I had reasonable doubts. Now it worked.
Nevertheless, I would not make a recommendation here at the moment. I'm sorry.
There were numerous complications and technical errors. I don't want to go into the details, you can see them in the dialogue. In any case, I had many sleepless nights and depressing days thanks to the complications. I can only hope that something will change there.
Have a nice day everyone!
Edited
Automatic translation:
Public
Public
3 years ago
Thank you Louis for the update. I completely understand your frustration. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
