The player from Mexico had reported that the casino was not processing withdrawals and lacked communication channels. The player had requested the withdrawal 10 days prior to the complaint. Our team had attempted to contact the casino multiple times without success. Given the casino's lack of a valid license and absence of any Alternative Dispute Resolution (ADR) service, we were unable to escalate the issue to a gaming authority. We had marked the complaint as 'unresolved', which may have negatively affected the casino's rating. We advised the player to select casinos based on reviews and ratings in the future to avoid similar issues.
Betvistas Casino - Player's withdrawal is being delayed.
Black points: 557
Amount: Mex$20,000
Betvistas Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Translation
The casino is not processing the withdrawals and there's no way to communicate with any advisor
Automatic translation:
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2 months ago
Dear martinyanez1946,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals in the past?
- Is your account verified?
Thank you in advance for your reply.
Best regards,
Tomas
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2 months ago
Thank you very much, martinyanez1946, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Dear martinyanez1946,
I am sorry to hear that your withdrawal request has not been processed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Betvistas Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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2 months ago
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.
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1 month ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by 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,
Dominika
Casino.Guru
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