The player from Germany is experiencing difficulties withdrawing her winnings due to the limited availability of payment methods. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
BetWorld247 Casino - Player’s struggling to receive her winnings.
Black points: 100
Amount: €199
BetWorld247 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
Delayed payment, status unknown
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Here the email history payout is still not possible
08/26/2022
MARINAF16
Posted on: 08/26/2022 07:48:15
Why can't I cash out
SUPPORT_B
Posted on: 08/26/2022 09:10:43
what payment system do you pay with?
MARINAF16
Posted on: 08/26/2022 17:13:18
Much better they said they solved the problem
SUPPORT_B
Posted on: 08/26/2022 17:30:03
Yes, that is exactly why the system is being updated. Unfortunately we don't know how long it will take, but we will definitely let you know.
MARINAF16
Dear Marina, we are only customer support and pass on the problems for further processing.
MARINAF16
Posted on: 08/31/2022 19:49:29
Hello, even if you can't do anything about it, but how can it be that a payout via Muchbetter is not possible again today?
MARINAF16
Posted on: 09/04/2022 20:02:47
Still can't withdraw when will I get my money?
SUPPORT_B
Posted on: 09/04/2022 21:23:49
I understand, dear Marina. We have informed you that it is urgent and the problem must be solved as soon as possible in order for you to be satisfied again.
MARINAF16
Posted on: 05.09.2022 12:54:06
That's very nice of them, but it still doesn't work. Let the department know it's a scam and I'll refer all chat histories to a lawyer if the issue isn't resolved by tonight.
SUPPORT_B
Posted on: 05.09.2022 13:52:49
Dear Marina, can you use Astropay?
MARINAF16
Posted on: 05.09.2022 22:53:55
I don't know astropay what's the problem much better works in every other online casino without problems
SUPPORT_B
Posted on: 05.09.2022 22:58:03
In order to be able to withdraw via Astropay, you must have made at least one deposit via Astropay. You have this rule.
MARINAF16
Posted on: 07.09.2022 02:49:57
Nice rule but I will definitely not deposit any more money. I want to withdraw my 200 euros which still doesn't work.
MARINAF16
Posted on: 09/10/2022 18:08:25
Still no payout possible how long do I have to wait for my money
SUPPORT_B
Posted on: 09/10/2022 19:33:36
Dear Marina, we are still working on it.
MARINAF16
Posted on: 09/12/2022 02:39:30
Hi??
SUPPORT_B
Posted on: 09/12/2022 10:24:19
Dear Marina, We expect everything to be finally resolved within the week.
MARINAF16
Posted on: 09/13/2022 12:11:29
I give them time until Friday today is not possible
MARINAF16
Posted on: 09/14/2022 13:49:56
A payout is still not possible I've been waiting for my money for ages
SUPPORT_B
Posted on: 09/14/2022 14:00:40
We fight for you dear Marina, you are our top priority right now
MARINAF16
Posted on: 09/15/2022 21:31:17
that's good tomorrow is friday and so far the payout is not going
SUPPORT_B
Posted on: 09/15/2022 22:16:45
Everything is still the same Marina, we expect news at any moment, so let us update you.
MARINAF16
Posted on: 09/16/2022 20:54:56
So now it's Friday and at the end of the week I can't pay out
SUPPORT_B
Posted on: 09/16/2022 21:48:10
Still can't?
MARINAF16
Posted on: 09/17/2022 03:11:45
no
SUPPORT_B
Posted on: 09/17/2022 08:36:29
How much money do you want to raise for Marina?
MARINAF16
Posted on: 09/17/2022 13:41:44
200
SUPPORT_B
Posted on: 09/17/2022 15:23:13
Have you tried smaller numbers?
MARINAF16
Posted on: 09/17/2022 16:00:34
Yes, I've been down to 60 euros without success
SUPPORT_B
Posted on: 09/17/2022 17:13:20
Hmm, strange that it still doesn't work. We will escalate the issue to the person who is constantly responsible for this part of the marina.
MARINAF16
Posted on: 09/17/2022 17:28:09
I won't wait much longer, they always say something else
SUPPORT_B
Posted on: 09/17/2022 19:13:15
I hope it will be resolved soon.
MARINAF16
Posted on: 09/17/2022 19:55:14
I've been waiting for 22 days now and you keep making other promises. They kept putting me off and nothing happened, I want the money right away
SUPPORT_B
Posted on: 18.09.2022 11:26:00
I understand you, dear Marina, completely. We work so hard for you and pass on your complaints, we work hard to solve your problem. Unfortunately we are only customer support and that is all we can do.
MARINAF16
Posted on: 09/18/2022 13:53:10
SUPPORT_B Posted on: 09/12/2022 10:24:19 am Dear Marina, We expect everything to be finally resolved within the week. TODAY IS THE END OF THE WEEK
Today as well
Automatic translation:
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2 years ago
Dear MarinaF,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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 necessary, that it will be offered for withdrawals too.
If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Could you please advise if you are willing to create an account with the suggested payment method?
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
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2 years ago
Dear MarinaF,
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.
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2 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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2 years ago
Translation
We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.
Player's additional comments:
"Hello, I'm sorry for the late reply, I'm still trying to withdraw the money but still without success. They couldn't withdraw it to my bank account either. I declined the casino's suggestion to make another deposit using a different deposit method."
Automatic translation:
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2 years ago
Thank you very much, MarinaF, for getting back to us. 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 necessary, that it will be offered for withdrawals too.
If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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2 years ago
Translation
The casino offers a withdrawal via Muchbetter but this does not work. I have previously tried to transfer to my bank account but it was canceled after 6 weeks and returned to the player account
Automatic translation:
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2 years ago
Thank you very much, MarinaF, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of BetWorld247 Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.
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2 years ago
Translation
Many thanks for your help. Last instructions regarding my payout attempts was that I should open an Astropay account and then be able to pay out without any problems. I opened such an account but this payment also failed and since then no more reaction from Betworld247
Automatic translation:
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2 years ago
Hi MarinaF,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite BetWorld247 Casino to the conversation to participate in the resolution of this complaint.
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2 years 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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2 years ago
Translation
OK, I've tried to get in touch myself, but to no avail. Anyway, thank you very much for your effort
Automatic translation:
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2 years ago
Hi MarinaF,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you contact the eCOGRA - an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the MGA (Malta Gaming Authority) and has better options and tools to help players. The next step would be contacting the MGA itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling the form or how the ADR responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
