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

Hej, har fått mitt konto verifierat, har också skickat in alla mina uppgifter till casinot så de kan göra överföringen. Däremot har de slutat svara mig helt efter att jag skickat in mina bankuppgifter. De svarar varken på mail som de tidigare svarat på inom bara några få minuter och inte heller via chatten som också bara gått på några minuter.

Dear Exero,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Hallå.

Grejen är att mitt konto ÄR VERIFIERAT och det är först när jag begärt uttag som de slutat svara mig helt.

Det har snart gått 1 vecka sedan jag begärde mitt uttag och de slutat svara mig.

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

Dear Exero,

I’m sorry to hear that your withdrawal has been delayed. I’ll try my best to resolve the issue as soon as possible.

I would like to invite BetVili Casino team to join this discussion and comment on Exero’s complaint.

We would like to ask 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’.

Dear Exero,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parts (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the casino’s Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

We’ve reopened this complaint as per the casino'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.

Hello,

Firstly we would like to apologize for the delay in the responses, especially to our players.

In this specific case, we contacted the client via email, so he could provide to us once again the bank details. We are saying once again, because we had major technical issues in almost 2 weeks. Client did not respond to us, so it was impossible to proceed with sending the funds. On 24th of May we received the bank details and we also informed the client, that in a few days he should receive the funds in his bank account. Since 24th of May we did not have any communication with him, so we suppose that he received the funds and did not inform you 🙂

Har inte fått några pengar och jag har hört av mig till er angående det men ni svarar inte. Uruselt beteende från er sida. Ni ljuger i detta meddelandet hela vägen. Jag skickade in alla uppgifter både första gången ni frågade om de och andra gången. Så säg inget annat och jag kommer meddela Casino Guru när jag fått mina pengar men inte en sekund innan och det är inte upp till er att "anta" att jag fått mina pengar, det är upp till er att se till att jag får mina pengar!!

Hello,

First of all, as we specified in the previous response we had major issues, that is why we did not respond not just to your emails but to all the players.

Secondly we have not received any email from your side! The last email was sent from us in 24th of May, so please do not write in this section, that we are not responding to you, because after the issue that we had, we have responded to every email that you sent to us.

We are not assuming that you received the funds, we processed the withdrawal and usually in the cases, when the funds are not available in your account, you are contacting us.

Thank you!

Thank you, BetVili Casino, for your reply.

Dear Exero,

Since the payment was released on May 24, 2021, which was 4 days ago, I’d like to kindly ask you to allow a few more days for the payment to reach your account. I’m setting the timer for 7 days. Please keep us posted.

Hello,

We checked our bank account and the money is settled. Player should have received the funds, can the player please confirm?

He has not contacted us yet.

Thank you, BetVili Casino, for letting us know.

Dear Exero,

Could you please confirm that you have received the payment?

Hello,

Client is not also responding to our emails regarding the withdrawal.

Fått pengarna, men skulle inte rekommendera någon att spela på Betvili någonsin, då de ljuger och bedrar fram och tillbaka. Det syns bara i denna konversationen.

Tack för hjälpen med mitt ärende Casino Guru!

Hello,

First of all this comment is not appropriate, since you received the money, we do not see any deceiving anyone here, especially in your case.

We do not know how many times, do we have to explain to you that for 2 weeks we had some major issues, and it is not that we did not respond just to you but to also our other players.

Withdrawal was processed, you received the funds ( a bit late, we explained why and we apologised) so do not continue in giving offensive comments.

Case is closed, and if you are not satisfied with our casino, you can contact us and we will close your account.

Have a nice day

Thank you, BetVili Casino, for your cooperation.

Thank you, Exero, for confirming and for using the Casino Guru complaint resolution center. I’m sorry that your withdrawal process was more complicated than usual, but I’m glad the issue has now been successfully resolved. We will now mark your complaint 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.

Best regards,

Andrej, Casino.guru