LiveCasino365 - Player's struggling to withdraw their winnings.

Dear Casino Guru!

• On 2023, Apr. 12, I deposited 360 euros onto this site in total, which I managed to turn into 1628 euros in a couple of days.

• The deposit method was Skrill, and I have not used bonus money.

• Since 2023, Apr. 15, I have been trying to withdraw various amounts from the site to my Skrill email, but my withdrawal requests are getting rejected. When I asked the chat about this problem, they said that my withdrawals were approved, then changed their mind and said they are having technical issues with the Skrill provider and are working with the necessary teams to fix this issue. Of course, you can deposit freely, so all I can see is that they are lying about this "issue".

• The chat recommended using Astropay, to withdraw my funds, but before that, I need to deposit in Astropay as well. This is something that is literally impossible to do for me, due to regulatory issues. I can not deposit from Astropay to gambling sites in my country.

• Currently, I would like my 1628 euros, which is my total account balance, to be finally withdrawn to my Skrill account.

Dear pacek_nemzetkozi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before? Is there any other alternative withdrawal method that you could use?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

How could those "several factors" have an influence, if I am ABLE to deposit through Skrill as I wish, but "sudden problems" appear when I am trying to withdraw my winnings to the same provider?

No, I have not made any successful withdrawals yet. I could only use Neteller as an additional withdrawal method, but it is "miraculously" not working also, according to their support.

The disputed amount is not 1000 euros, it is 1628 euros.

Thank you very much for your reply, pacek_nemzetkozi. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Furthermore, I will change the dispute value to €1,628, but please note the amount was set by you when submitting the complaint.

Thank you very much, pacek_nemzetkozi, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hello pacek_nemzetkozi,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betwill Casino to join the conversation and participate in the resolution of this complaint.

Dear Betwill Casino,

Can you please provide an update on the status of the player's withdrawal? Are the issues with the payment provider already fixed?

Thank you.

Kind regards,

Tomas

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 pacek_nemzetkozi,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact the Antillephone N.V. (Curacao) Gaming Authority (certria@gaminglicences.com and/or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas