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I have been wanting to withdraw my money since May 6 and it simply cannot be done, the page says that it is an error from their provider and they sent me to request a solution with them since they only really have one option to withdraw in my case, well, all The others do not work for them, when trying to withdraw the error it says that it is because the account is wrong, however I know that the account number is correct since only with them have I had problems receiving transfers.

Llevo desde el dia 6 de mayo queriendo retirar mi dinero y simplemente no se puede, la pagina dice que es error de su proveedor y me mandaron a solicitar solucion con ellos ya que solo cuentan realmente con una opcion para retirar en mi caso, pues todas las demas no les funcionan, al intentar retirar el error dice que es por que la cuenta esta mal sin embargo yo se que el numero de cuenta es correcto ya que solo con ellos he tenido problemas para recibir transferencias.

Hello Pretoriano,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BET90 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick

Of course, my account was verified on April 14 and the earnings were with bonuses and with real money, the last time I talked to them that they told me to ask their provider was yesterday but I still haven't received any response from the provider which in this case is Directa24.

Hola Nick

Claro, mi cuenta fue verificada el dia 14 de abril y las ganancias fueron con bonos y con dinero real, la ultima vez que hable con ellos que me cometaron que preguntara con su proveedor fue el dia de ayer pero aun no recibo ninguna respuesta del proveedor que en este caso es Directa24.

I update the case, they already answered me from Directa24, however the answer was that they are going to review it with Bet90 and that I keep waiting for Bet90 to give me an answer, although I have been waiting for almost a month since my first withdrawal attempt.

Actualizo el caso, ya me respondieron de Directa24 sin embargo la respuesta fue que lo van a revisar con Bet90 y que siga esperando mas a que desde Bet90 me den una respuesta, aunque ya llevo casi un mes esperando desde mi primer intento de retiro.

Thank you Pretoriano for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Pretoriano,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just so you know, we have received more complaints about long withdrawal delays before and it seems that it is nothing unusual for BET90 Casino to take more than the appropriate time to process withdrawals, however, so far we were able to sort almost all complaints, so I hope we will be able to sort yours as well.

We would like to invite BET90 Casino to join the conversation.

Dear BET90 Casino,

Can you please provide some information regarding the player's withdrawal delay?

Well, updating the topic a bit, Michal, the provider that is Directa24, already told me that they do not communicate to provide support or any type of information to the users of the pages and that they only have communication with the page directly, that is, with Bet90, so They did not solve me and they said that they contacted Bet90 to tell them the problem that according to it is something technical, at Bet90 they told me that they already know what the problem is but that they do not know when they will solve it, that is, it is impossible to withdraw normally with them because their page doesn't work, so I decided to try the last option I have left, which is through cryptocurrencies, I made a first withdrawal 2 weeks ago more or less but this was only for $10 to test that it worked and effectively It worked, however when I tried to withdraw the remaining $780 magically the Bet90 system no longer worked and they told me that the withdrawals were going to be delayed, I've been waiting since last week for this last withdrawal to take place and it still hasn't In fact, they told me that the withdrawal request would be processed no later than this week, but the truth is that I see that at Bet90 they like to lie a lot and do not comply with the deadlines they say, in addition to this behavior that Your system fails when trying to withdraw a larger amount makes me suspect that they do it intentionally to retain our money. Finally, I would like to comment that support does not provide any solution, I have spoken with the agent Vinicius on multiple occasions and I asked him to give me some alternative means of withdrawal so that I do not have to use the cryptocurrency method and he told me that he could not give none and that I could only create another bank account or withdraw the cryptos by that means, so the support people do not really help and only serve to give you excuses and make you wait longer for your money.

Bueno actualizando un poco el tema Michal el proveedor que es Directa24 ya me dijo que ellos no se comunican para dar soporte ni ningun tipo de informacion a los usuarios de las paginas y que solo tienen comunicacion con la pagina directamente es decir con Bet90, asi que no me resolvieron y dijeron que se comunicaron con Bet90 para decirles el problema que segun es algo tecnico, en Bet90 me dijeron a mi que segun ya saben cual es el problema pero que no saben cuando lo solucionaran, osea que es imposible retirar de manera normal con ellos por que su pagina no sirve, asi que decidi intentar por la ultima opcion que me queda que es por medio de criptomonedas, hice un primer retiro hace 2 semanas mas o menos pero este fue solo de 10$ para probar que funcionara y efectivamente funciono, sin embargo cuando intente retirar los 780$ restantes magicamente el sistema de Bet90 ya no funcionaba y me dijeron que los retiros se iban a retrasar, llevo desde la semana pasada esperando a que este ultimo retiro se lleve a cabo y aun no lo ha hecho, me comentaron que a mas tardar en el lapso de esta semana quedaria ya procesada las solicitud de retiro pero la verdad es que veo que en Bet90 les gusta mucho mentir y no cumplen con los plazos que dicen, ademas de que este comportamiento de que falla su sistema al intentar retirar una cantidad mas grande me hace sospechar que lo hacen de manera intencionada para retener nuestro dinero. Por ultimo me gustaria comentar que en soporte no dan ninguna solucion, yo he hablado con el agente Vinicius en multiples ocasiones y le pedi que me diera algun medio de retiro alternativo para no tener que usar el de las criptomonedas y me dijo que no me podia dar ninguno y que solo podia o creer otra cuenta bancaria yo o retirar por ese medio de las criptos asi que los de soporte realmente no ayudan y solo sirven para darte excusas y hacerte esperar mas tiempo por tu dinero.

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 Pretoriano,

I was informed by the casino team, that the Customer Support Manager who usually helps us to solve player complaints was out of the office, but should be back in the office tomorrow (23.6.2023)

I am aware that your case hasn't moved much yet, but I have my fingers crossed 🤞 that this will soon change once we get the right person involved.

I will extend the timer for additional 7 days

Thank you very much Michal, don't worry, I understand and I hope this is the case and it will be resolved as soon as possible since my withdrawal, as expected, was not paid last week as promised on the support of the page, now they tell me that this week they expect it to remain but as has been seen, they almost never meet the deadlines they mention, so I keep waiting.

Muchas gracias Michal no te preocupes entiendo y espero que asi sea y se resuelva lo antes posible ya que mi retiro como era de esperar no fue pagado la semana pasada como prometieron en el soporte de la pagina, ahora me dicen que esta semana esperan que quede pero como se ha visto pues casi nunca cumplen con los plazos que mencionan asi que yo sigo esperando.

Hi guys,

sorry for the late reply, I just came back from vacation.

I will have a look at this case and see what is going on here.

I will update the thread asap.

Regards

Franzi

Hi guys,

so here is a first update from our payments team and the provider. This is the error message from the payment provider: "bankAccount: Invalid or missing Bank account". That means, the user is entering wrong details and thus the provider is not able to proceed the payment. Nevertheles, the user sais he is entereing the correct details, the payment provider is saying something else. So unless the correct details are being entered, our payments team wont be able to proceed the payment via this method.

Can you please try again but instead of having empty spaces, write the number without any space.

Due to security reasons I will remove the last 6 digits now, but this is how it should look

bank_account:012180015217******

The way you entered it was either

1) bank_account:012 180 015217***** *

or

2) bank_account:1521******

I double checked with the team and noone else has issues in Mexico using this method, so it is not a technical issue 🙂

/Franzi

Hi Franzi, I'm telling you that then either Directa24 or your payment team are lying because when I contacted Directa24 through their Facebook page they told me the following.

And when I communicated it to support, the agent Vinicius confirmed that it was a technical problem and attached the capture where he says that this problem had not yet been resolved.

I also tell you that I already did the thing to put my account without spaces before and yet the result was the same, my request was rejected.

Lastly, I would like to tell you that as I mentioned earlier, I am currently waiting for them to pay me through cryptocurrencies since it was the only option they left me, so I am no longer trying through my bank account, so I would appreciate it if you would rather Can you verify my last withdrawal request please since I've been waiting for it since the 6th of this month.

Hola Franzi te comento que entonces o estan mintiendo en Directa24 o en tu equipo de pagos por que a mi cuando me comunique con Directa24 por su pagina de facebook me comentaron lo siguiente.

y cuando lo comunique a soporte el agente Vinicius me confirmo que si era un problema tecnico y adjunto la captura en donde dice que ese problema aun no se habia resuelto.

Tambien te comento que ya hice lo de poner mi cuenta sin espacios anteriormente y sin embargo el resultado fue el mismo mi solicitud fue rechazada.

Ya por ultimo decirte que como comente anteriormente actualmente estoy esperando mas bien que me paguen por medio de criptomonedas ya que fue la unica opcion que me dejaron por lo que ya no estoy intentando por medio de mi cuenta bancaria, asi que te agradeceria si mas bien puedes verificar mi ultima solicitud de retiro por favor ya que la estoy esperando desde el dia 6 de este mes.

Hi there,

The last Screenshot you send, shows that you are not putting in the number correctly 🙂

It needs to start with: 012180015217***** * and not with 15217*****

You tried 3x to request the Withdrawal. The first time you entered the correct number starting with 01... but you used it with spaces. The other 2 times you entered the number without spaces but starting at 152....

Crypto Payout will not be possible quick atm, I am afraid. I cannot give any eta for that. So there is 2 options right now: Wait for Crypto to work or cancel the WD and enter the correct details 🙂

/Franzi

Hello Franzi, so your page in that part is badly written since it requests the account number, not the CLABE number, which is the one you are telling me that starts with 012 and not only that, but your support agents are already poorly trained Just to be sure, I asked them about this issue and first one told me that it was the CLABE which was my first withdrawal but when they rejected it I asked again and another agent told me that it was the account number and confirmed it as shown in the next image.

And I know that my payment in crypto will not be on time because I have been waiting for it for practically 20 days but how do I know that if I cancel this and make one by bank account it will not be rejected again or it will take me another month to pay as I am in this moment?

Hola Franzi, entonces su pagina en esa parte esta mal escrita ya que solicita el numero de cuenta no el numero de la CLABE que es la que me estas diciendo que comienza con 012 y no solo eso sino que sus agentes de soporte estan mal capacitados ya que yo por asegurarme les pregunte sobre este tema y primero me dijo uno que era la CLABE que fue mi primer retiro pero cuando me lo rechazaron volvi a preguntar y otro agente me dijo que era el numero de cuenta y me lo confirmo como se ve en la siguiente imagen.

Y ya se que mi pago en crypto no estara a tiempo por que llevo 20 dias esperandolo practicamente pero como se que si cancelo este y hago uno por cuenta bancaria no me sera rechazado de nuevo o me van a tardar otro mes en pagarme como estoy en este momento?

Hi Carlos,

the integration of the payment windows does not come from us directly, but from the operator we use. But thank you for your Feedback, I will forward this to the relevant team and see, if it can be changed to CLABE. The reason why it was rejected the first time, was because of the spaces.

I will speak to the support team to make sure they are aware of it being CLABE and not the account number. We are all just humans and sometimes, mistakes or misunderstandings can happen 🙂 Specially in support, where the team needs to know a million things, but thats the same for all companies, I guess.

Anyway, please try again with CLABE and without any space and then it should work fine. If Directa is again making problems for whatever reason, you can still go back to crypto and I promise you, that even if the request would end up in the end of the queue again, I will make sure it will be paid first, once the Crypto has been fixed. But I am optimistic, that if you use the correct format of the number, it will work fine. We really checked all withdrawal requests from players from Mexico and all of them went through with the correct format.

/Franzi

Thank you all for your responses.

Dear Pretoriano,

I fully understand your frustration, but as Frazi mentioned please try again with your CLABE number without any spaces between the numbers and hopefully, it will go finally through.

Hello, thank you both very much, the truth is that I feel frustrated because I have been wanting to withdraw for 2 months now and due to multiple errors it has been impossible for me until now, so I am sorry if I have come to see myself as disrespectful at some point, however I hope That this time it works without a problem and I can withdraw, I have just made my request again but this time without spaces and with my CLABE account number.

Hola muchas gracias a ambos, lo cierto es que si me siento frustrado por que llevo ya 2 meses queriendo retirar y por multiples errores me ha sido imposible hasta ahora asi que lo siento si me he llegado a ver irrespetuoso en algun momento, sin embargo espero que esta ocasion ya funcione sin problema y pueda retirar, acabo de hacer mi peticion de nuevo pero esta vez sin espacios y con mi numero de cuenta CLABE.

Hi Carlos,

Thank you for trying it again using CLABE. As far as I can see it worked and the money was already processed and sent to you 🙂

Have a good day

Franzi

I update, I already received my payment and quite quickly as you can see, so I thank Franzi and Michal for the attention they gave me, I hope to be able to use the page without inconveniences.

Actualizo, ya recibi mi pago y de manera bastante rapida como se puede ver, asi que agradezco a Franzi y Michal por la atencion que me brindaron, espero y poder usar la pagina ya sin incoveninetes.

Great news, Pretoriano. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru