BetVili Casino - Player’s struggling to withdraw his winnings.

Hallo leute !

Ich habe 150Euro bei Betvilli mit 100% Bonus (non Sticky Bonuss ) eingecasht ! nach ein paar kleinen Gewinnen alles im Raw Moeney !

hatte dann etwa 650Euro auf der uhr und habe weil ich Raw noch war den Bonuss stoniert ! Dann ging es los mit der verifizierung und das dauerte schon gefühlt ewig (ungefähr 10 Tage) obwohl ich alle Unterlagen korrekt und sofort eingereicht habe ! Betvilli hat das auf etwa 10 tage hinausgezögert und dann war ich endlich Verifiziert.

Hatte dann in dieser Zeit natürlich noch mit meinem Raw Moeney gespielt und einen dicken hit erzielt und hatte dann ca 1800 Euro !

Habe dann 1500 zur Auszahlung eingestellt , dann kam 2 Tage gar nichts ich im Chat nachgefragt und sie sagten mir ich sollte den Betrag a 500 Euro splitten was ich dann auch tat das war letzten Sonntag !

Habe leider im chat keine Antwort mehr bekommen und auch nicht bisher per Mail ! die 3 mal 500 Euro stehen in der Software immer noch unter Bearbeitung !

es währe super gut wenn ihr mir helfen könnt ich benötige dringend das Geld !

MFG Jürgen

Dear Jürgen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a question, so I can understand the whole situation completely. Could you please advise if your withdrawal has been confirmed and approved by the casino already? I have checked the general bonus terms and conditions, and this is what I found https://betvili.com/info/TermsAndConditions#2:

"Players can request a withdrawal of their deposited amount prior to meeting the wagering requirements. However, the bonus amount and winnings will be forfeited as a result. Please note that when playing with a bonus, real money gets exhausted first."

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 

Hallo Petronella !

Im status steht pending !

Ich habe mich ordnungsgemäß an alle Regeln gehalten und mir wurde die Auszahlung zugesagt ich sollte nur

den Betrag auf 3 teile splitten ! 3mal 500 Euro !

Ich habe ihnen noch den Chat angeheftet !

MFG Jürgen

Hello, thank you for contacting us. How can I assist you today?  

i still waiting for my verfication all documents are approved but i cant cash out !

Charlotte profile

Please, let me check and get back to you.

plz check it

oki thx

Charlotte profile

Dear Jurgen, You are right, all of them are approved. We have several controls and checks before any accounts will be approved. It must be double-checked. As it will be approved, get an email from our compliance team. We apologize for the delay, It happened because of the easter holidays.

hmm ok so problems i never see this by all my poker sites !

ok how long i must wait ?

Unfortunately, I have no permission to approve it, but I will inform my compliance team about your case.

Charlotte profile

Is there anything else I can do for you?

no thank i will still waiting

i hope its going fast have a nice dax

8:30 pm

y

I apologize for once again for the inconvenienvcce.

Charlotte profile

Have a great day! Goodbye

Help Charlotte understand how they’re doing:

2 says later

hello i still waiting for my pay out how long i must wait ?

Hello, thanks for contacting us. Please, let me check and get back to you.

dear Jurgen, we have sent you an email where we requested bank account details

Our payment team is kindly asking you, to provide us your bank account details to proceed your withdrawal. Please send us Screenshot or statement from bank account where the banking details like IBAN, SWIFT/BIC Code is visible. Also please split your withdrawal request per 500 euros.

Hailie profile

please, send us bank account details here and also split your withdrawal request to 500 euros, as soon as you do this, we will continue proceeding with withdrawal

Help Hailie understand how they’re doing:

Vili profile

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why i can only 500 cash out ?

its raw moeney

i read this mail

Hailie profile

you can withdraw all of your winnings but you have to split it to 500, which means that you have to request 3 withdrawals

and bet villi get my bannk details

now what i must do

split the 500 bucks and make a new cashout ?

yes, we have received your email, in this case it will be more convenient to split your withdrawal we have received your bank details and will proceed with withdrawal

Hailie profile

yes, please cancel the withdrawal of 1500 and request 3 withdrawal of 500-500 euros

ok

Hailie profile

Is there anything else I can do for you?

soweit so gut

Hailie profile

If any other questions arise, please feel free to contact us at any time. Best of luck!

ok thanks

Hailie profile

you are welcome, goodbye!

one question more is per day a pay out limit from 500 bucks ?

Hailie profile

you can request all of them at the same time, it will be granted separately, as far as I am informed, first 500 euros will be transferred within 48 hours

ok

Hailie profile

If any other questions arise, please feel free to contact us at any time. Best of luck!

Thank you very much, Jürgen, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Jürgen,

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?

Hallo !

Ich habe gestern Abend wieder eine Mail von Betvili bekommen

das sie nicht auf eine Kreditkarte überweisen können und ich sollte meine Bankdaten

mitteilen ! Dies habe ich mit gestern schon das dritte mal getan und meine Bankdaten übersendet

und nichts ist passiert !

MFG Jürgen

We would like to ask the BetVili 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license, if you need my assistance just contact me at my email: viliam.v@casino.guru.

I am very sorry I couldn't help more, 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.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

"Hello guru team!

I received the first 500 euros from betvili on Friday!

but since the broadcast break again!

chat not active! do not get any information!

Please try to get in touch with Betvilli again

maybe it will help!"

Hello,

We processed in total 1000 EUR from total amount of 1500 EUR. Client should have received the funds in his bank account. The next 500 EUR will be processed next week, we had major delays because of some technical issues that we were facing. I would ask from the player to confirm that he received 1000 EUR not 500 EUR.

Hallo Betvilli Vertreter ich habe soeben nochmal nachgeschaut bei meiner Bank 500 Euro sind am 21.05.2021

bei meiner Bank gebucht worden bis eben da ich eben nochmal reingeschaut habe ist kein weiterer cent eingegangen !

Sie haben zwar mir eine 2. Mail geschickt das nochmal 500Euro rausgehen sollten die sind bis eben MEZ 16,15 noch nicht eingegangen !

Also ich habe bis jetzt erst 500 Euro erhalten und 1000 Euro sind noch offen !

Bitte prüfen sie ihre Zahlungen !

Gruß Jürgen W*******

Hello,

Thank you for informing us, will contact our bank so we can know the status of the transaction.

Please contact us as soon as you will receive the funds.

Thank you

ich habe ihnen auch noch mal eine Mail mit Kontoauszug geschickt das sie das sehen können !

Mit freundlichen Grüßen Jürgen W*******

Hello,

Thank you for the bank statement, will check with our bank.

For anything, please contact us via email in : support@betvili.com or compliance@betvili.com

Hello,

We checked with our bank, and the amount is deducted from our bank account.

Please check your bank account in the following days.

Hallo Guru Team und Betvili

die nächsten 500 Eur sind heute am 01.06. eingegangen !

somit wurden dann 1000 Überwiesen fehlen dann noch 500 EUR !

an Betvilli wann kann ich damit rechnen ?

Hello Jurgen,

Thank you so much for informing us.

Tomorrow morning we will proceed with sending the last 500 EUR.

We wanted to wait for you to confirm us that you received the funds, so we could proceed with the last payment.

Thank you for the patience!

Dear Jürgen,

let me know when you'll receive your last payment, please.

Hello,

Your last withdrawal was just processed.

Please check your bank account in a few days, the funds should be settled.

Thank you

Hallo Guru und betvili Team leider ist bis heute 17.00 Uhr immer noch nichts auf meinem Bankkonto eingegangen!

Ich werde weiter warten !

LG jürgen

Hello,

Please update us when you will receive the funds.

Dear Jurgen,

We see in our bank account that the transfer is settled.

Please check your bank account, you should have received your funds.

Hallo Guru und betvili Team!

Das Geld ist endlich komplett angekommen !

Ein Schlusswort zur ganzen Aktion ich hätte mir von betvili eine bessere Abwicklung das heißt zu begin eine offene Korrespondenz gewünscht und nicht mit nicht antworten glänzen ! ICH spreche da auch bestimmt im Namen anderer !

Aber egal nochmal danke an das Guru Team !

LG JÜRGEN

Hello Jurgen,

We apologize for the delay in the withdraw and also for not making the situation easy. We had some issues, as we informed you previously, and it caused us to not give you the best assistance.

Thank you for the suggestion, we are back on track now and assisting our players in everything they need.

Have a nice day

Dear Jurgen,

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