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

My problem has been on going for 2 years. I played with welcome bonus, won money and did everything according to the bonus rules. After bonus, i had won 300€, i tried to withdraw the money but there was somekind of bug that said im only able to withdraw 18.50€ i contacted customer support multiple times and they assured me it would get fixed, it never did and they started to ignore all my messages and never received any help or my money

Dear Vilpe,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Have you deposited any funds into your account when activating the bonus, or were your winnings accumulated from a free promotional offer?

Please understand, without verifying your account, you won’t be entitled to any withdrawals moreover, two years is quite a considerable amount of time and I can't promise that we will be able to help you.

Looking forward to hearing from you.

Best regards,

Petronela

Hello!

Yes i did verify my account i think twice or 3 times, send lot of extra documents and verifications they asked to make me wait longer. And yes i did deposit money when playing with the bonus money, and did everything according to the rules.

Dear Vilpe,

Could you please forward any supporting evidence along with relevant communication to petronela.k@casino.guru? Thank you very much in advance.

Dear Vilpe,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello! Sorry for late response, i will send some documents to the email addres

Could you please advise how much was your deposit that activated the bonus? Have you withdrawn any funds from the casino, or not even the €18,50 was paid off?

Hello! I deposit 50€, and no i havent got any money from the casino

Have you been in contact with the casino recently or was your last conversation back in 2021 as the forwarded screenshots suggest, please?

Last email i got from Betvili was 27.4.2022 and I have responded to them on 28.4.2022, Betvili didnt get back to me after that. I still emailed them in 7.6.2022 but didnt get anything back. I send screenshots of these emails to your earlier provided email addres

Thank you very much, Vilpe, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Thank you for assistance!

Hello Vilpe,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite BetVili Casino to join the conversation.

Dear BetVili Casino,

Can you please provide information regarding the player's long withdrawal delay?

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 Vilpe,

I have tried to contact the casino but had no success. All the "old" contacts we had are not reachable, and I'm afraid there is not much that can be achieved since the casino is not operating anymore. I was unable to confirm if the casino had a valid license before the casino closed its business altogether, so unfortunately there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand that this isn't a satisfactory solution to your problem, but there's nothing else we can do in this case.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal