Casinobtc.bet - Player’s dissatisfied with the withdrawal process.

Hello I am from Uruguay and I have an account at casinobtc.bet.

I made a deposit and played with bonus. I won and made sure that I finished the wagering requirements. And then I emailed the necessary documents and the site approved and verified it all. I made the withdrawal on February 5th. I emailed the site multiple times and said that the finance department is checking the request. I also asked live chat and they said the same thing. It has been more than a month and they have not paid still. Please help me.

Dear Martha,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that this was this your first attempt to withdraw? What is the status of your withdrawal, please – is it pending or processed?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Yes it is my first withdrawal. They told me that my withdrawal request is still on awaiting status.

Thank you very much Martha for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Martha,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casinobtc.bet to the conversation to participate in the resolution of this complaint.

We would like to ask Casinobtc.bet to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello? Any update?

Hi Martha,

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 their 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. I wish I could be of more help.

Best regards

Peter