The player from Italy is struggling to contact casino support regarding delayed withdrawal. It was received by the player.
BetVili Casino - Player’s having difficulties withdrawing winnings.
Amount: €1,250
BetVili Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.9
BetVili Casino has a Safety Index of 0.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Although I had already encountered problems with another casino that I filed a complaint about, I decided to play on Betvili. I was lucky enough to win and then I asked to make a withdrawal by also sending my current account data, as agreed with the support it should have arrived in a week. The problem is that 20 days have passed and I have not received any replies from them for 1 week either via chat or email.
Automatic translation:
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3 years ago
Dear Balducci,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly that this was your first attempt at a withdrawal? Are you currently waiting for confirmation from the casino regarding successful KYC verification?
Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
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,
Kristina
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3 years ago
Translation
No, the verification of the documents was successful about 20 days ago. I am just waiting for the payment but I am not even receiving any more answers from the assistance both in chat and by email. As if I have become uncomfortable and annoying.
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3 years ago
Thank you very much Balducci for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello balducci,
I looked at your complaint and will do my best to help you. I would like to invite Betvili Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Hello,
We apologize for the delay, but we have to do our checks and also our game provider in case of big winnings.
We are expecting an answer from them this week, so we can send the funds.
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3 years ago
Translation
Do these checks last 20 days or more? Sounds like an excuse to me.
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3 years ago
Hello,
Funds have been sent today also we sent wire confirmation to the player.
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3 years ago
Dear balducci,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
