BET90 Casino - プレイヤーの撤退が遅れています。

Hello, I have an outstanding withdraw with Bet90 they say the withdraw has been escalated but I have not received any information on it, furthermore they say that interac is down but have not given any alternatives.

I have attached some documentation to help.

Thanks

Dear danielp15013,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino?

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. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise if there's any alternative payment method that you could use to withdraw your winnings?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi,

This is my first withdrawal with the casino. Currently, although there appear to many options for withdrawal, mifinity is the only one that is actually available.

Thanks

Thank you very much, danielp15013, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Hello danielp15013

I'm Michal and I have taken over your complaint. Before I can go any further with your complaint, can you please confirm that you have successfully completed the KYC check?

Yes I have completed the KYC check.

Thank you danielp15013 for confirming that you have successfully the KYC check.

We would like to invite BET90 Casino to join the conversation.

Dear BET90 Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal? Can you please specify which withdrawal options are available for the player to use?

Best regards,

Michal

Hello Michal,

I would like to apologize for the delay of the withdrawal times; we have some technical challenges with some integrations and we are depending on 3rd parties to solve them. We will of course try and get things done as quickly as possible. Right now I am not in the position to give any Eta. but we are doing our best to fix things as quick as possible.

Regards

Franzi

Hello Franzi,

thank you for the response. We understand that sometimes several factors impact the processing of a withdrawal which you as a casino can't really influence, but the player is waiting over a month and has contacted you more times and as we are aware is happy to accept the payment via various payment methods, so we do believe you should be able to find a way how to process the payment to the player. We are extending the timer to 7+7 days and hope you will be able to resolve this complaint as soon as possible, otherwise, we will have no other choice but to close the complaint as unresolved.

Best regards,

Michal

Hello danielp15013

Can you provide any update please?

Hello Michal,

The withdrawal has still not been processed. In addition, when I checked the withdrawal status the withdrawal is no longer there. Besides that no changes/updates.

Thanks

Thank you for the reply danielp15013. So the funds were still not received on your side?

Dear BET90 Casino, Dear Franzi

Can you please provide any updates regarding the player's withdrawal?

No the funds have not been received.

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’.

Hello, most of the issues were solved and as far as I can see, the player was paid on the 15th.

Regards

Franzi

Hi,

I can confirm the funds have been deposited to my mifinity account.

This case can be considered resolved.

Thanks,

Great news, danielp15013. As the complainant confirmed that the funds were successfully received, 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