The player from Italy has requested a withdrawal two weeks ago. It has been pending since. The complaint was closed as unresolved as the casino did not respond to us within the given time.
Casinobtc.bet - Player’s withdrawal has been delayed.
Black points: 340
Amount: €5,000
Casinobtc.bet
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
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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3 years ago
Translation
I have been waiting for two weeks now to collect 5,000 euros won and not yet validated
Automatic translation:
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3 years ago
Dear gian096,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have accumulated your winnings with or without an active bonus? Do I understand correctly that your withdrawal is still pending inside the account without being processed and your chosen payment method was a bank transfer?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Good evening thank you for the prompt reply ... I signed up and validated and checked the account with the documents and a video shot of me with an identity document at the casinobtc.bet site the same day that I requested the withdrawal later having made a deposit of 50 euros with a 300% bonus (50 + 150 bonus = total 200 euros playable) which corresponded to a bet of 5250 euros to be returned in stakes to the casino before being able to make the withdrawal ... Once the requirements of bet I requested the withdrawal by bank transfer ... Since then, assistance with my request for updates on the withdrawal has asked you to wait from 7 to 21 working days for the request to be accepted and verified by the financial department which will have to check the feasibility through a game history.
Edited
Automatic translation:
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3 years ago
Thank you very much, gian096, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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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3 years ago
Translation
Thanks to you for your interest. In any case, being still in the technical times regarding the processing, I am awaiting further communications or developments from the gambling house.
With best regards
Automatic translation:
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3 years ago
Hello gian096,
I'm Nick and I'll be assisting you from now on. I would like to ask Casinobtc.bet to join us and help us resolve the player's issue.
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3 years ago
Translation
After more than 3 weeks from the request, the casino continues to be insolvent ... What can we do? Do we keep waiting or do we see other options?
Automatic translation:
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3 years ago
Dear gian096,
Unfortunately all we can do is to keep try to contact them. We will give them 7 more days to respond otherwise we will be forced to close the complaint as unresolved and may negatively affect the casino's rating.
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3 years ago
Translation
So basically they are left without paying and all you can do is close a claim? 😡
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3 years ago
Dear gian096,
Unfortunately, all we can do if the casino is not responding, is to close the complaint as unresolved and deduct their rating - based on that, more player will know about negative experiences in this casino. You can still contact the casino's licencing authority if you wish to continue resolving the issue. I'm sorry that we could not help you out more this time but please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best.
Regards,
Nick
Casino.guru
