The player from Austria has requested withdrawal a week ago. It has been pending since. Player’s complaint has been resolved successfully.
BetVili Casino - Player’s withdrawal has been delayed.
Amount: €504
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
Hello dear Guru team,
I requested a payment by SKRILL on January 30th, 2021.
Since I got the money on 1.02. have not yet received it, I contacted support. This meant that I would get the money the next day 02.02. because they are currently having problems with SKRILL.
I waited for the next day but unfortunately didn't receive the money, so I contacted support again.
He apologized again and said that the money would be safe on 3.02. or on 4.02 or that I will have the money on SKRILL at that time.
I did not receive it again, and today I have 4.02. Contacted the support again, and they said that they would wait for a response from the finance department and would get in touch.
Nobody has contacted us yet!
I'm just put off and put off every day!
Unfortunately for me this casino is extremely dubious at the moment!
The deposits go without any problems!
I ask you for help with the problem, and thank you very much! With best regards
Automatic translation:
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3 years ago
Dear Denys,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside the account without being processed or it has been sent but never reached you? Could you please advise if you have received any payments in the past?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello dear Guru team,
I am aware that a payout can take a little longer!
However, I was informed several times by Casino Support that the payment would be made the next day.
Unfortunately, as I said, I didn't receive the money, and that's why I filed a complaint!
For me it would be different if I was told from the beginning that the payout could take a few days, then I'll wait for the time!
I have now requested another payment from the bank and have received a confirmation by email. The money should be in my account after about 3 days, if this is not the case, I contact Casino Guru again. I will give an update if I have received my money!
Nevertheless, I would like to thank you and your team very much for the help!
With best regards
Automatic translation:
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3 years ago
I fully understand your frustration, Denys. I will set the timer for additional 3 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Translation
Hello dear Guru team,
i got my money today!
In this case I will of course rate the casino positively.
I thank still quite warm you and your team for fast using 🙂
With best regards
Automatic translation:
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3 years ago
Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Denys, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
