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I made a deposit at Casino Crypto and got a sports betting bonus. After I fulfilled the wagering requirements of the bonus I had 1508.94 euros lying around. On 02/14/2023 I requested a payout of 1000 euros with LTC. On February 19, 2023, the payout was approved and the cryptos were promptly in my Exodus wallet. Then I applied for a payout of the remaining money (508.94 euros) in LTC on February 21, 2023. According to the transaction history at Betadrian, this payout was approved on 03/06/2023. However, the LTC never arrived. I tried emailing support several times to ask what was going on and asked them to send me the transaction ID of the payout if the payout actually took place. No answer so far. I also contacted the live chat support several times: usually I wait there forever and no employee is connected to me. In the rare cases that an employee connects with me, he disappears from the chat as soon as I describe my request to him.

That means I can't reach support. According to the transaction history, the payout was approved but the money never arrived. Betadrian has not commented on this despite the many emails and inquiries on their contact form.

Attached you can see my transaction history at Betadrian and the email I sent to support. I also contacted Betadrian 3-4 times with their contact form, unfortunately there is no evidence of this because it is not saved anywhere.

Ich habe bei dem Casino Crypto eingezahlt und einen Sportwettenbonus bekommen. Nachdem ich die Umsatzbedingungen von dem Bonus erfüllt habe hatte ich 1508.94 Euro da liegen. Ich habe am 14.02.2023 eine Auszahlung in Höhe von 1000 Euro mit LTC beantragt. Am 19.02.2023 wurde die Auszahlung genehmigt und die Cryptos waren prompt in meinem Exodus Wallet. Dann habe ich am 21.02.2023 eine Auszahlung von dem restlichen Geld (508.94 euro) in LTC beantragt. Laut der Transaction History bei Betadrian wurde diese Auszahlung am 06.03.2023 genehmigt. Die LTC kamen allerdings nie an. Ich habe mehrmals versucht den Support per Email zu erreichen um zu fragen was los ist und habe sie gebeten mir die Transaction ID von der Auszahlung zu senden, falls die Auszahlung überhaupt stattgefunden hat. Keine Antwort bisher. Den Live-Chat-Support habe ich auch mehrmals kontaktiert: meistens warte ich da ewig und kein Mitarbeiter wird mit mir verbunden. In den seltenen Fällen, dass ein Mitarbeiter sich mit mir verbindet, verschwindet er aus dem Chat, sobald ich ihm mein Anliegen beschreibe.

Das heißt ich kann den Support nicht erreichen. Laut der Transaction History wurde die Auszahlung genehmigt, das Geld kam allerdings nie an. Betadrian hat sich trotz der vielen Emails und Anfragen bei ihren Kontaktformular nicht dazu geäußert.

Im Anhang sehen Sie meine Transaction History bei Betadrian und die Email die ich dem Support geschickt habe. Außerdem habe ich 3-4 mal Betadrian mit ihrem Kontakformular kontaktiert, dafür gibt es leider keine Nachweise, weil das nirgendwso gespeichert wird.

Dear jeffbezos12452,

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. Do I understand correctly that you used the same withdrawal method for both withdrawals? Could you please confirm that you have passed the KYC verification?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Hello Kristina, I confirm that I used the same withdrawal method both times, namely LTC (Litecoin). I didn't pass KYC in that sense because BetAdrian didn't even ask me to send them my documents. I have never received an email from them asking me to send them documents. Neither have I seen an ad on their website that says I should verify myself.

Hallo Kristina, ich bestätige, dass ich beide Male die selbe Auszahlungmethode benutzt habe und zwar LTC (Litecoin). KYC habe ich in dem Sinne nicht bestanden, weil BetAdrian mich gar nicht drum gebeten hat, ihnen meine Dokumente zu senden. Ich habe noch nie eine Email von ihnen bekommen, die besagt, ich soll ihnen Dokumente senden. Weder habe ich eine Anzeige auf ihrer Website gesehen, wo steht dass ich mich verifizieren soll.

Thank you very much, jeffbezos12452, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Thanks!

Danke!

Hello, Jeffbezos12452!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

As well

Ebenso

Jeffbezos12452, hello once more!

I have received a response from the casino. They claim that your funds have been paid out. Please, let me know as soon as you will receive them!

Did the casino mean the money was already withdrawn or did they start a withdrawal now?

Haben der Casino gemeint, dass das Geld bereits ausgezahlt war, oder haben sie jetzt eine Auszahlung gestartet?

They meant that the withdrawal was processed yesterday. Usually, there is a timeframe before withdrawal lands players' accounts, which can be up to 14 days, but, I hope that it is not your case and you will receive your funds as soon as possible.

i received the money!thank you very much!!

Dear jeffbezos12452,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team