Bet2U Casino - プレイヤーの撤退が遅れています。

I requested a withdrawal and it was approved in casino. I even received a confirmation per email that I should get the money soon. But more than a month has passt and I am still waiting for the money. I contacted casino many times. They replied that they have some "technical issue" and I should wait. But how a simple bank transfer can be an issue? I hope you can help me.

Dear Macha,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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,

Petronela

I can not see the status in casino. At first I received this email from casino on July 23:

"Your withdrawal request has been approved. You will receive your funds in the near future. If you have any queries regarding the waiting time or any other aspect of the transaction , please feel free to write to us at support@bet2u.com or via the live chat button on the bottom right corner of our site." In one week I contacted casino again and received that answer - "Thank you for contacting us. The withdrawal is being processed by our financial team and the funds will be sent as soon as the processing is completed. We apologize for the delay in the processing of the withdrawal." After I contacted them again and received this reply on August 5 - "Your query had been forwarded to the relevant department and it was reported that while processing your withdrawal request, our finance department ran into a technical issue which is causing delays in the payment." And another reply August 10 - "Thank you for contacting us. Your query was forwarded to the relevant department and we have received an update that the withdrawal is delayed due to a technical issue while processing the withdrawal. The funds will be paid as soon as the processing is completed."

I contacted the casino again after but there was no reply. I don't understand what is goin on

Thank you very much, Macha, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Macha,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Bet2U Casino to join this conversation.

Dear Bet2U Casino,

Can you please indicate the current status of Macha’s withdrawal and the time range in which they can expect their withdrawal to be processed?

We would like to ask Bet2U 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’.

Dear Macha,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority (Curacao Antillephone).

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.