The player from Albania had reported that a casino was refusing to pay his winnings, attributing the issue to a 'glitch' on the site. He also mentioned that the casino had not offered any alternative withdrawal methods and had not asked for any documents to verify his account. However, the issue had been later resolved as the player confirmed receiving his payment. Consequently, we had marked the complaint as 'resolved' in our system.
Betvisa Casino - Player's withdrawal is rejected due to reported 'glitch'.
Amount: 162 ₮
Betvisa Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Have a problem with this site. They are refusing to pay me saying they have a "glitch" on their site and can't pay people. This is a big international site, I think they are just avoiding to pay me. Attached screenshot of rejected withdrawals from 14th of December and also yesterday and also their reason on chat.
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10 months ago
Dear juniash2014,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings or the entire system for withdrawals seems to be down?
- Was your account verified successfully in the past?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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10 months ago
Hello!
No, they have not mentioned any alternative method of withdrawal.
And also no I haven't been asked for any document to verify my account, but that wouldn't be a problem. I even asked them on chat and they told me at this time no document is needed.
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, juniash2014, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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
