The player from the United Kingdom had won 1100 euros which he had tried to withdraw. Due to a technical error, the payout had been delayed for 4 days. The player's bank hadn't recognized any matching payments despite Betzino Casino having provided documentation of the transaction. The player had confirmed completion of KYC verification and provided bank statements to prove the non-receipt of funds. However, the issue was resolved when the player's bank identified the payment and put it on hold for further checks. The player then requested to close the case. We had rejected the complaint as per the player's request.
Betzino Casino - Player's withdrawal was delayed due to a technical error.
Amount: €1,100
Betzino Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
Betzino Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
I won 1100 euros a few weeks ago, I requested the withdrawal to my bank and the next day it was "sent" days went by and I didn't receive it, so I contacted them and they told me due to an "exceptional technical error", the funds weren't actually sent until 4 days later than betzino originally claimed. Fast forward now many emails and phone calls between myself, betzino and my bank and betzino claim they have sent the money and shown a document that shows payment references etc but my bank are saying that there are no payments matching the description of that document and betzino need to contact their bank and back trace the payment. Betzino say they've sent it, my bank says no they haven't. I don't know what else to do, I just want my winnings.
Public
Public
8 months ago
Dear Jaydeelemon24,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Betzino Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you kindly advise when exactly the casino sent the winnings to your account? Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
Have you received any payslip from the casino proving that the money was sent to your bank account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
8 months ago
Hi there. The casino have provided a pdf file that shows the funds were sent to my bank on the 5th march with a transaction ID but i have not received them, I have spoken to my bank many times and they have reiterated that there are no pending payments, no blocks on my account that would prevent the payment from incoming. My bank says that due to it being an international payment, only the sender can back trace the payment to see where the money actually is. I have fully completed KYC with the casino so verification isn't an issue. My withdrawal was "sent" by the casino on march 1st but then the casino claimed that due to an ''exceptional technical error'' the funds weren't actually sent until the 5th march, so the withdrawal was marked as "successful" for 4 days despite no money actually being sent. It's now been 14 days since the withdrawal was supposedly sent originally, I've provided them with many bank statements to prove i haven't received the funds.
