The player from Chile experienced issues when trying to withdraw his winnings via an international bank transfer. The situation was resolved a the player confirmed he had received his funds a few days later. The complaint was closed as 'resolved'.
Mr Bet Casino - Player’s withdrawal has been delayed.
Amount: $60,000 CLP
Mr Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I enter the withdrawal request and they ask for a bank code, I asked my bank that corresponds to the state bank and they point out that the code for international transactions is only one and corresponds to the swift code BECHCLRM, but this was not valid, consult the operator and they point out to me that it must be with numbers in parentheses (interbank account) but when pointing this out to my bank they tell me that they don't understand and that most likely I should find out what they refer to but from the application they point out what contrary to finding out with my bank that it is the state bank of Chile
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3 years ago
Dear jonathanmorenom1487,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you made any successful withdrawals before?
Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
I can't attach the emails unless I copy and paste them
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3 years ago
Translation
Onyx
2021-09-08 18:33:25
Hello Jonathan, It is a pleasure to have you as part of our game club. Following up on the conversation we had earlier, you mentioned that you have some trouble creating a retreat. Could you please send the screenshot of the withdrawal page so that we can check it and help you? Feel free to contact us if you have any further questions, we can help you. Have a nice day!
Jonathanmorenom
2021-09-08 18:39:53
I'm still waiting for an answer
Klaus
2021-09-08 18:40:01
Hi Jonathan!
Klaus
2021-09-08 18:41:12
Can you send me a screenshot of when you try to make a withdrawal?
Jonathanmorenom
2021-09-08 18:46:21
Klaus
2021-09-08 18:47:57
You must enter your bank code, request it from your bank for international transactions.
Jonathanmorenom
2021-09-08 18:50:31
I asked the key for my transactions in the previous question. Bank is the one that appears in the BECHCLRM box but you ask for something else and it is not clear because they either cannot send a photo of how a bank code should go and what it consists of.
Klaus
2021-09-08 18:54:05
Can you tell me the name of your bank and your city?
Klaus
2021-09-08 18:54:35
Are you sure the bank code you entered is correct?
Jonathanmorenom
2021-09-08 18:54:41
My bank is the state bank of Chile
Klaus
2021-09-08 18:54:58
Your city?
Jonathanmorenom
2021-09-08 18:55:11
Valparaiso
Klaus
2021-09-08 18:56:56
I will transfer this information to our corresponding department to verify this problem, we will inform you when we receive a response from them.
Jonathanmorenom
2021-09-08 18:58:27
Yes, but you request a bank code, I am correct, then because another of his colleagues later told me that I had to enter something else corresponding to an interbank account that is something other than what he says in his request
Jonathanmorenom
2021-09-08 18:58:39
You are not clear and confuse people
Klaus
2021-09-08 18:59:40
There it shows the bank code, it must be the bank code for international transfers. However, I will transfer all the information to our appropriate department for verification and we will tell you exactly what the problem is.
Jonathanmorenom
2021-09-08 19:00:11
I hope answer thank you
Jonathanmorenom
2021-09-08 19:00:16
3
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3 years ago
Thank you very much jonathanmorenom1487 for your reply. I will now transfer your complaint to my colleague Andrej 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.
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3 years ago
Translation
If in these moments one of the executives of the game is telling me what I should do again and see the process of the transaction, since in previous events with the old method I made the request but it was rejected, not indicating what the problem was, now there are new steps in which a cod. Bank, then my account, the type of account and finally the amount to withdraw, but now my request was accepted after several attempts, I hope my money will be deposited if I will not try again
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3 years ago
Dear Jonathan,
From now on, I’ll be taking care of your complaint.
I’m glad to hear there’s been some progress. I’m setting the timer for 7 days. Please keep us posted on any news regarding your withdrawal request. If there’s no news by September 17, 2021, we will intervene.
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3 years ago
Translation
Ok, thanks, I'll be telling you about anything
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3 years ago
Dear Jonathan,
Have there been any new developments regarding your case? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.
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3 years ago
Thank you, Jonathan, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
