BET90 Casino - プレイヤーのアカウントがブロックされました。

Hi,

My last withdraw was end of 2021, after this one i had left about EUR 1,705.00 on my account. Then they were doing some maintenance on the website / they made a new interface or so...before they started this procedure i requested withdraw of EUR 800. Once new website from bet90 was online I was able to log in and requested another withdraw of the rest of the money EUR 905 ( that was appr. April / May 2022 ). Since then i cannot log in into my account any more and when i ask on thier chat what is going on with my withdraws they are always telling me the same "my money is on the way / next week / they solving some technical issues...".

This meant that i am still waiting for my money to final withdraw of outstanding money

I look forward to your prompt response on this matter. 

KR,

Lana

Dear Lana20,

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 received the last successful withdrawal in 2021? Could you please advise if you used the same payment method to withdraw all your winnings?

Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino 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

Hallo Kristina,

thank you so much for your quick reply and taking a time for my issue with Bet90.

But just to add, I am not from Australia, I am from Austria.

Do I understand correctly that you received the last successful withdrawal in 2021? - yes, the last one was end of 2021.

Could you please advise if you used the same payment method to withdraw all your winnings? yes, i used only my bank account ("sofort") for deposits and withdraws.

Please find below some of my last conversations with bet90 via chat:

18.07.2022

Name:

LANA

E-mail:

l***@yahoo.com

Amanda 18:10

Hello from Bet90. How may I help you today?

LANA 18:10

Hello

i just wanted to be on the safe side, u told me that my withdraw will be instructed last week, i just want to confirm

could you please check?

u can see above all conversation...

Amanda 18:12

Would you mind to wait a few minutes?

LANA 18:13

sure, thanks

Amanda 18:17

I'm checking

LANA 18:20

thanks

Amanda 18:21

Lana, they told me that hopefully next few days the money will be on your bank account.

LANA 18:21

oh gosh...stil nothing :(

Amanda 18:22

Sorry aboutt that

LANA 18:22

i am going on vacation in 3 week and i am really need that money :(

it lasts from beginning of the year

you are telling me every time in

the next few days u will get the money

Amanda 18:24

We are working to do our best to our costumers.

LANA 18:26

no dabt about that but please instruct that payment its unbelievable that if you do want to with draw it takes so long

Amanda 18:27

Lana, can we help you with something else?

LANA 18:28

of course not

Amanda 18:29

Thank you in advance for your contact and we remain at your disposal, see you later. 🙂

Amanda has closed the chat.

24.12.2022

Henry 14:37

Hello from Bet90. How may I help you today?

lana 14:37

Hi, since appr. 10 months i am tring to find out thats heppening with my withdraw

i am still waiting

no reply from your side

Henry 14:40

Will check, i can see you have one wd from 02.04

lana 14:40

yes

there are 2 of them one before your home page update and one after

all together 1705e

Henry 14:42

Ok. I will look into it and check with our payment team and come back to you with an email

Its christmas now, so its possible it will take some time since it is not so many at work at the time 🙂 But im understanding your frustration

lana 14:42

ok, thanks a lot, i am realy desparate because of all situation

Henry 14:43

Understand. I will do my best to solve this for you

lana 14:43

thanks a lot one more time

03.01.2023

Henry 14:37

Hello from Bet90. How may I help you today?

lana 14:37

Hi, since appr. 10 months i am tring to find out thats heppening with my withdraw

i am still waiting

no reply from your side

Henry 14:40

Will check, i can see you have one wd from 02.04

lana 14:40

yes

there are 2 of them one before your home page update and one after

all together 1705e

Henry 14:42

Ok. I will look into it and check with our payment team and come back to you with an email

Its christmas now, so its possible it will take some time since it is not so many at work at the time 🙂 But im understanding your frustration

lana 14:42

ok, thanks a lot, i am realy desparate because of all situation

Henry 14:43

Understand. I will do my best to solve this for you

lana 14:44

thanks a lot one more time

______________________________________________________________________________

Every time almost the same story 🙁

Regards,

Lana

P.S. sorry copied conversation with Henry twice 🙂

some other conversations... :

13.06.2022

Name:

LANA

E-mail:

l***@yahoo.com

any update on my ongoing withdraw??

Ingrid 18:45

Hello! 👋

Give me a moment, I'll check on that for you.

From what we have seen, your withdrawal request is being taken as a priority by the responsible sector, and soon the amount will be in your account. Sorry for the delay.

Ingrid 18:54

Can I help you with anything else?

LANA 18:58

thats it but u are telling me it since beginning of the year

Ingrid 18:59

We understand your dissatisfaction, but for the moment this is the information we have to give you. We guarantee that the shipment will be completed as soon as possible.

Thanks for visiting 😊 See you around!

Ingrid has closed the chat.

09.07.2022

Name:

LANA

E-mail:

l***@yahoo.com

Marin 19:52

Hello from Bet90. How may I help you today?

LANA 19:52

Hallo

any update on my withdraw?

Marin 19:52

one moment please, i will check.

LANA 19:52

thanks

LANA 19:59

...its not normal that it takes 6 months

Marin 20:00

please excuse the long waiting time, I have sent a reminder to our payments department and hope this will be resolved next week.

LANA 20:00

it was told me also last time i got in touch via chat

i can even not loggin anymore in your website

i dont care btw i just want my money withdrow

Marin 20:03

the finance department have confirmed that they will do their best to be paid next week.

Marin has closed the chat.

Thank you very much, Lana20, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 Lana20,

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.

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?

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.

Hello everyone,

Please note that we still experience some delays in withdrawals. Rest assured you will receive your money, our payments team is working with priority on it.

There has been a lot of company changes recently, with the old Managment. Now the new management is doing it´s best to fix all the issues, that also includes paying withdrawels that are waiting for way to long. Things will get fixed, it just takes a little time.

Lana, I know it is a very frustrating situation. I totally understand and I am on your side. There is absolutely no excuse for this long waiting time but at least I hope you understand why it currently takes so long. I cannot promise you any eta at this point, but please be assured, you will get the money asap and I will also send a reminder to the team in charge.

Best Regards

Franzi

Thank you for your response, Franzi / BET90 Casino.

Dear Lana20,

I understand your frustration about this situation, but because of the above-mentioned reasons, we can only ask for your patience at this point. I'm in contact with Franzi in the "background" as well, and we are working on resolving your long withdrawal delay as soon as possible. We will of course update you on any progress. We appreciate your understanding.

Dear Michal, Franzi,

unfortunately I am hearing this story again and again since beginning of 2022 ( as you can see from my chat transcripts ). Because of that, I wrote here in hope to get some garantee that my money will finally be transfered to my bank account.

Ok, I really appreciate your effort and hope this issue will be fixed asap.

Please keep me posted with ongoing progress.

Regards,

Lana

Thank you for the response, Lana20.

Again, I fully understand your frustration and I agree with you that the withdrawal delay is really too long, but as mentioned above I'm in contact with Franzi in the "background" as well, and we are working on resolving your long withdrawal delay as soon as possible. Unfortunately, we can only ask for your patience at the moment. So far we were able to sort out almost every complaint regarding BET90 Casino, so I have my fingers crossed we can sort yours out as well. 

Hi Michal, Franzi,

thank you for the promissing words, I am looking forward to hear positive output from your side.

Regards,

Lana

Hey Lana,

I´ve sent you an email yesterday afternoon about your pending withdrawal.

Kind Regards

Franzi

Hi Franzi,

yes, I got the good news via email about pending withdraw! Thank you very much for yoour support, I will let you know once the money is on my account 😉

Regards,

Lana

That's good news, Lana.

I have my fingers crossed that the funds will hit your account asap. 🤞🙂

Hi guys,

so, i comfirm that I got first 800e last week on my bank account, now I am expecting to get the rest of 904e , Franzi can I expect in next days this amount to reach my bank account or?

Thanks a lot for your support.

Regards,

Lana

Hey Lana,

to be honest I didnt even know there was 2 split withdrawels. I just checked with the team and they confirmed only 1 was paid. The other one is in pending in our new system. They also told me, they will send you an email regarding the 2nd payout with some more info they need from you. I am not sure what exactly, but apparently the bank, where the 2nd WD will be paid from, is requesting some information.

So please expect an email from our payments team soon.

I am here, if you need anything and please be assured, I will keep an eye on your progress, so you get the remaining funds soon as well.

/Franzi

Thank you for your response, Franzi / BET90 Casino.

That's good news, Lana.

I'm glad to hear that you received your money, at least some. 

I'm sorry for the further little complication with the 2nd withdrawal, but sometimes the banks or financial institutions can request the same or some additional documents again (sometimes it appears to me that even the banks themselves don't know why are they requesting it). But as your documents were all OK before and you did receive the first withdrawal, I don't expect any issues with this.

I have my fingers crossed🤞 that this will be done smoothly and all the remaining funds will hit your account asap🙂

Dear Lana20,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi guys,

sorry for my a bit later response, I had a pretty busy week and saw the bet90 request first on Friday. I have managed to reply providing requested documents today. So, I hope after verification I will finally be able to thank you for your comprehensive support. 🙂

Regards,

Lana

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.

Hi guys,

today I got confirmation from Bet90 support that my account is fully verified ( although it was already verified back then in 2021 ). Therefore nothing stays in the way for the rest of the funds to be transfered on my bank account.

Regards,

Lana

Dear Lana20,

Have you received the remaining funds yet?

Hello guys,

sorry for the late reply but I was not in the office. As far as I can see the 2nd WD was not paid yet but the payments team told me, it shoud be processed this week, latest next week.

I do understand if you need to close this thread as unresolved, but this wont mean I will not look after the status of your withdrawal Lana.

Regards

Franzi

Thank you for your response, Franzi / BET90 Casino.

Although we would like to see this complaint to be resolved a long time ago, we always try to give the involved parties enough chances to resolve every complaint if possible.

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

If the payment won't be processed in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Hi Lana,

I just got the confirmation, that your 2nd withdrawal will be sent for processing today. So you should have the money by mid next week latest.

Regards

Franzi 🙂

Thank you for your response, Franzi / BET90 Casino.

Dear Lana, 

Please let us know once the funds successfully hit your account.

Hi,

unfortunately still nothing 🙁

Regards,

Lana

Hi Lana,

I double checked and the payment was sent for processing on Friday. The bank is currently reviewing all payments that were sent so we as well, wait for their approval. It´s not up to us at this point anymore. Usually they are pretty quick (72hours) with approving them, so I am sure it will soon be approved.

/Franzi

Thank you for your response, Franzi / BET90 Casino.

Dear Lana20,

I have my fingers crossed that the funds will hit your account asap 🤞🙂

Hi guys,

i am happy to announce that money has arrived and the case is succesfully resolved! Thank you very much for your effort!!

Regards,

Lana

Great news, Lana20. I'm so glad to hear that you finally successfully received all your winnings🙂

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.

Best regards,

Michal