The player from Germany is experiencing difficulties withdrawing his winnings due to limited withdrawal payment options.
Betzest Casino - Player’s struggling to withdraw his winnings.
Amount: €4,001
Betzest Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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4 years ago
Translation
I used Klarna Sofortüberweisung to deposit and played with a bonus. After the wagering requirements were met, I wanted the money to be withdrawn.
The verification process was a bit lengthy because you wanted proof of every deposit you made (> 12 months ago). At first that gave me the impression that they wanted to make it as difficult as possible for me, in the meantime to make me play (and hopefully lose) the amount again in the meantime.
After my account was completely verified, I was asked to request payment.
Since there are unfortunately not the same payment methods as for the deposit, I faced the first problem here.
So I tried International Bank Transfer first (despite the € 25 fee). This was rejected.
The next attempt via Neteller was also rejected (I suspect since I have not yet deposited via Neteller).
ecoPayz falls out for the same reason. So I tried to make a deposit via ecoPayz so that the system knows my ecoPayz account and I can then request a payment. However, the deposit is never successful due to a system error.
So I looked for help in the live chat, where I was informed in 3 different conversations that the finance department will look at the case and will contact me via email. This has still not happened.
When I emailed the casino (since Live Chat is not available), I received the answer by email, please contact the Live Chat.
And what a surprise - the finance department will contact me via email soon (whoever believes ...)
Slowly but surely I despair at this casino. It has never been so difficult for me to make a withdrawal
Automatic translation:
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4 years ago
Dear Marcel,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please advise if you have succeeded depositing funds in to your account with any alternative method?
Meanwhile, please understand, that a variety of the payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation and contracts with the payment providers, all have a major influence. However, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela,
thank you for the fast reaction!
No, unfortunately I have not been able to transfer money from the casino to my account.
The last attempt was € 1000 on Neteller
Updated date: 11-05-2020 18:25:43
Amount: € 1000
Customer notice: -
Transaction type: Neteller payment
Admin note: DECLINED
Unfortunately, it is not really meaningful why it was rejected.
Thank you ever for the effort 🙂
VG,
Marcel
Edited
Automatic translation:
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4 years ago
Dear Marcel,
Have you been successful in depositing money in to your casino account with any other payment method than Klarna? Thank you.
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4 years ago
Translation
Yes, I made 2 deposits with a Visa credit card at the time.
I also had to prove this for the verification.
Unfortunately, payment to a Visa credit card is not possible directly, but only via Apcopay iCard. I don't use that though.
I have a Neteller account, an ecoPayz account, a Visa credit card and a normal bank account.
Edited
Automatic translation:
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4 years ago
Thank you very much Marcel for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.
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4 years ago
Hello Marcel.
Thank you very much for sharing your negative experience with the Betzest Casino. We will now try to get in touch with them.
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4 years ago
Dear Marsel,
We are sorry for the inconvenience and we understand your frustration
I investigated your case right away
We are in process of transition to MGA and thus we experienced some problems with e-wallets
Nevertheless i made sure to execute a full payment to your account as of today
Kindly let us know when the funds will hit your account
Thank you and we are sorry once again for any inconveniences
Kind regards
Casino Manager
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4 years ago
Hello there,
Dear Casino Manager,
thank you for you reply.
Dear Marcel,
could you confirm the casino statement, please?
