BetVili Casino - Player’s withdrawals have been discontinued.

Hi!

I have some problems with Betvili casino.

They have stopped paying me out and stop answering me text to them for a very long time.

We had an agreement that i would get out 1000 euro per week since it was a big amount of money and they hadnt the money do send it all directly.

The first 4 weeks it wasnt a problem and i got the money.

But after that (26-04-2021) it have been only problems with them.

They first said that they had have tecnical issues with their software and processor and thats why they hadnt sent out the money as they should have.

Some month later they blamed the delayed withdrawals on Covid and that they hadnt enough staff to keep up with everyone playing on their site.

They are currently behind with a total of 12 payments of 1000euro each and they wont answer me when i try to contact them!

Regards Johan

Dear Johan,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of €48,600 has been approved by the casino and subsequently split into several installments? Do I understand correctly that the first €36,000 has been received successfully but later payments stopped without further explanation?

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

Hej!

Tack så mycket!

Jag fick godkännande på hela beloppet men det var kanske runt 30 000 euro i början.

Sedan har jag vunnit lite i efterhand!

Totalt har jag fått 5000 euro och det kvarstår fortfarande 48 600 euro som jag ska ha.

Hoppas ni kan hjälpa mig 🙂

Mvh Johan

Thank you very much, me_jez, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Johan!

From now on, I will take care of your complaint. Let me please invite representatives of BetVili Casino into this complaint's thread in order to help us sort this out.

Hej Martin!

Tack för försök att hjälpa mig!

Får hoppas dem svarar genom er då dem aldrig svarar när jag försöker få kontakt med dem!

Mvh Johan

Dear Johan, first of all, thank you for your patience and we are deeply sorry for this inconvenience. As you know we have a new management team, that thoroughly discussed your case, reviewed your gameplay and credit-in. Unfortunately, we do not have information on the basis of which funds were deposited on your account and also a transfer of 8858 Euro when the maximum transfer limit is 3000 Euro ( we do not have visibility why this error has occurred). We would like to inform you that based on the above fact, at this stage we will accrue 3000 Euro which should have been actually transferred to your account and thus close this case. One more time, we apologize for the delay.

Hej!

Tack för ett svar, överföringen på 8858 euro är korrekt då det inte var någon max överföring när jag spelade.

Jag både frågade och kollade upp i avtalet innan.

Börjar tröttna på dessa ursäkter och utdragningar nu.

Håll er del av avtalet och betala ut som ni lovat!

Mvh Johan

Hello Johan!

As the casino representatives seem to be pretty adamant when it comes to the max cash out of the bonuses, do you have any screenshot, transcript or any other documentation of no restriction for the particular bonus you took? If you do have, please forward said documentation to my email address: 'martin.d@casino.guru'.

Hej!

Har skickat över ett meddeande till dig på mailen martin!

Mvh Johan

Dear BetVili Casino representatives,

I would like to point out the fact that the aforementioned amount from bonus in question does not solve the whole issue at all. As the player mentioned his outstanding balance should have been payed in installments which ceased to work already a long time ago.

My question for you is, what about the rest of the outstanding balance and when the player may anticipate the next installment to come?

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’, which will have negative impact on the casino's rating.

Hi Martin, me_jez

I'm new Casino Product Owner in BetVili and therefore we will require some additional time to go through the case internally. Please do not consider the case closed until my reply. Thanks for understanding and I'll come back to you shortly.

Hej!

Du kan ju börja med att betala ut 1000euro direkt som avtalat varje vecka, då jag väntat alldeles för lång tid nu!

Mvh Johan

Hi

We have reviewed the case internally, facts, reports, logs files and game play and based on this, we consider that no further payments will be done to user. furthermore, we will require the justification from the user on any previous communication from Betvili Management side on any obligations or commitment taken on payment of 1000 EUR/week.

FYI, deposit of the client were 335 EUR, withdrawal completed - 5000EUR

Please note that we also consider a skype call between client, Betvili and casino guru for further clarification of the case.

Thanks

Hej!

Vad håller ni på med egentligen?

1000euro per vecka var vi överrens med sedan länge tillbaka, innan ni började ljuga om massa saker.

Ni säger först i meddelandet här att maxgränsen var 3000euro men ni har endå skickat ut 5000euro redan, vilket skulle vara väldigt ologiskt.

Säg i ^^teorin att maxgränsen var 3000euro^^, då är jag fortfarande berättigad runt 43 000euro som jag vunnit efter bonusen.

Hur svårt ska det vara att vara ärliga?

Hälsningar Johan

Dear Customer

As I described, please provide a written proof on following:

1. agreement with betvili on dept recognition from casino side
2. agreement with Betvili on payments 1000 EUR/week
3. any proof on Credit In case of 6250 EUR

Hope for your cooperation on solving the case.

Thanks

Regards,

Hej!

Jag missförstod nog vad du menade först, förlåt för det!

Ska lösa detta!

Hälsningar Johan

Dear all!

Please be acknowledged, that we are now working towards making an conference call with both the player and the casino representatives to resolve this case.

Hej!

Det stämmer bra, jag är tillgänglig nästa vecka för samtal efter jag kommit hem från semestern!

Mvh Johan

Dear all!

I would like to present a short summary of our joint call. The player is now gathering more information regarding the contested case of the credit-ins of the previous management of BetVili Casino, therefore we will wait until the evidence is gathered and we will further discuss the case together with the casino representative and the player.

Dear representatives of BetVili Casino,

It seems that the communication outside this complaint's thread between all three sides has reached it's full potential. Therefore I would like to continue via this thread to communicate the following resolution.

Since you did not ask any further questions nor did you provide us with any statement, therefore it would be greatly appreciated if we could continue with the conclusion of this case.

In our opinion there is no further obstacle which would prevent you to pay out any winnings to the player. According to the player and the supporting evidence, you were able to answer your concerns about the actions of the previous management of BetVili Casino. A fair solution would be to continue paying the player with the installments as it was already made this way by the previous management.

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’, which will have negative impact on the casino's rating.

Dear me_jez,

According to all information gathered throughout the whole process of trying to resolve this complaint, it seems that BetVili Casino have no intention to pay their players their respective winnings, therefore it leaves us with no other choice than to close this complaint as 'unresolved' which will have a significantly negative impact on the casino's rating. As it was mentioned earlier, we believe that there is no particular reason not to pay the player his winnings.

In this situation I would like to strongly recommend you to contact the licensing authority, if you decide to do so, please let us know about this step and feel free to contact me for more information on how to do so, in case it is necessary.