Betzino Casino - Player’s withdrawal has been delayed.

I applied for a withdrawal on the 9th of July, It was authorised on the 10th of July 2024.I was told to wait 5 days. No payment had been received. I then was told that there was a problem with with the withdrawal.

Money was placed back into the account on the 19th and I made another withdrawal of the same amount 288.50 euros.

I still have not received the money. I have provided all documentation that Betzino asked from me.

Dear AhmedHussain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please clarify if your documents were verified?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

This was the first wirhdrawal

All. Documents were sent and verified and further documents were requested which were verified

I did not opt for any bonuses

Today 31 July 2024, betzino sent the money back to the betzino account and said my bank rejected it. I called my bank on the 30th and they have said they have not rejected any transactions and they can not see any transaction of 288.50 being sent.

Betzino are not providing the reference number for the aledged transaction

I have asked multiple times

They keep saying to make the withdrawal again using another bank account however this there trick of just holding on to the funds as then they will say there is a 5 working day wait for the transfer to be made and they won't provide any information till then not the transaction number

Thank you very much for your reply, AhmedHussain. Have you tried requesting a withdrawal via an alternative withdrawal method?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello

I am unable to do any other method as I am only allowed one bank account.

I don't see why I should have to do any other method.

Payment was accepted using the same card on three occasions for deposits.

Thank you very much, AhmedHussain, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi AhmedHussain,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Betzino Casino, I invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify if you provided the player with the transaction reference code so that he could check the issue with his bank? Are there any other options for a withdrawal than a bank transfer?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I have also tried ezeewallet but they automatically just rejected it even though its registered to me and uses same bank as deposit.

I have asked many times for the transaction reference but they are refusing to send.

They are a scam website

They have said they will send from a different bank account but are not providing reference

I did withdrawal again today to Monzo account. I am expecting same result. They say bank rejected when they have not.

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.

Dear AhmedHussain, I have been informed by the casino representative that your withdrawal was sent to you on 8th Aug, could you please confirm if you have received the payment?

Hello

That was the recent withdrawal attempt I made after they said they will try send from a different bank account

As you can see nothing has appeared in my bank since the date of withdrawal which was 7th August.

Also nothing has been returned to the betzino account.

They are lying and doing as much as they can to hold onto the money.

I have included screenshot as evidence

Can you get them to provide the 36 digit acquired transaction number if they did indeed send any money.

Dear AhmedHussain, I'm waiting for the updates from the casino representative at the moment. I'll post here as soon as I get more information from them.

Dear AhmedHussain, sorry for the delayed reply as I was on vacation. So, according to the casino support they provided you with the proof of payment, can you please specify what exact information you got?

Hello

They provided this number and this statement

End to End ID: 2536386-02000007090

TX ID: V-0034235023-0002536386-0200000709

I have provided both to my bank and they say they are invalid references and do not match to any transactions.

Betzino do not offer to use ezeewallet even though ezee wallet is an option on their website for withdrawals.

They keep saying to open another bank.

The issue is they are not sending the moneyust making false documents and reference numbers.

Thank you, AhmedHussain. According to the document the payment was processed on 22/8/2024, can you please provide me with a bank statement from this date until today to confirm that the payment was not received? You can send it to my email - natalia.b@casino.guru - it should be an original PDF document (not a screenshot).

Another question, have you already provided the casino with the same?

I have already provided the casino with the statement.

They keep doing this same act. Pretending to send money. Not providing the requested transaction details and then saying they sent it.

They are not sending it through a bank. They are using third parties such as crypto sites. Hence they are not sending the requested reference numberwhicj is 36 digits.

Dear AhmedHussain, my apologies for the late reply - I was on sick leave and couldn't check the complaint earlier. Unfortunately, I haven't received a bank statement from you. Could you please try to send it again?

I'll update you as soon as I have the reply from the casino representative.

Hello

A payment was made on the 11th of September

Can you confirm with casino if that was them

Thank you

Dear AhmedHussain,

Thank you for the updates, the casino sent the amount in EUR (€288.5) and it was automatically converted by your bank into GBP (£243.24).

We're glad that your issue has finally been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. Your cooperation and confirmation was very much appreciated. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru