BET90 Casino - プレイヤーの撤退が遅れています。

Hello, I have been a customer of bet90 for over a year and around the time I created the account I won big and since then I have been able to withdraw some of the money but then the site closed down for a while and once it opened I have not been able to withdraw for months. I will attach a pdf of my conversations with the support of the site. The reoccurring theme is that they always have "technical issues" and that it will be paid out as soon as possible but now it has almost been 2 months since I asked for this withdrawal (18/12) and I have not received any time frame of when this "technical issue" will be solved.

Dear tobbeseitern1,

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 may better understand the situation.

Did you accumulate your win using bonus money or not? Is your current withdrawal attempt using the same payment method as your previous, successful attempts? Has the casino offered an alternative way for you to withdraw your winnings?

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,

Tomas

Hello Tomas, if I remember correctly the win was accumulated with a bonus. No it is not the same as my previous account (Revolut) as it was closed down so I had to use a new one and the new one has been verified by the casino aswell. No they have not offered any alternative method of withdrawal. Thank you very much for taking your time and helping me out. 🙂

Thank you very much, tobbeseitern1, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, Tobbeseitern1!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

I know it is a very frustrating situation. 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

Franzi, thank you for your response!

Do you have any approximate timeframe within which the money will be paid out (in a few days/a week/a month)?

And also, is there a possibility to make a payout in installments, but sooner?

Hi guys, there is no eta I can give atm. I wish I could, trust me. But I will keep track of your case and I am in daily contant contact with the responsible people asking for updates.

Really sorry I cannot be of more help at this point.

/Franzi

Thank you once more, Franzi!

Tobbeseitern1, all I can suggest is to wait, so, please, let me know as soon as you will get funds.

Okay, thank you Pavel.

Dear tobbeseitern1,

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.

Hello, Franzi!

Is there any progress on the issue?

Tobbeseitern1, have you received the withdrawal yet?

I have received one withdrawal of 20k nok but I have requested another 27/2 and I have still not received it. So it seems to be the same thing all over again

Franzi, please, could you let us know, why is there such delay with the player's withdrawals?

Hi guys,

all withdrawals are still undergoing the delays, I am afraid. They will be processed, but with a delay. So the current one the user is waiting for, will be processed asap. Once this is done, he can request a new one, but there will be a delay for the processing as well.

Unfortunately I am not able to give you any other information. I am really sorry

Regards

Franzi

Thank you, Franzi!

Tobbeseitern1, I will set a timer for 14 days, and I hope that your funds will be withdrawn by the end of this period. Meanwhile, I recommend you to withhold from playing in the casino in order to save money and have a possibility to withdraw them later.

Thank you Pavel!

Hi Tobias,

I was just informed, that your latest withdrawel was sent for processing and the bank already approved it. So the funds should be with you pretty soon.

If I remember correctly, you have some more balance, so please go ahead and request the new one. I cant promise it will be processed super soon but I will keep an eye on it and update you once it was sent for processing

Regards

Franzi

Super good news. I received it. I requested a new one as well, I hope this one takes less then a month to get though 🙂

Hello, Tobias! I am happy to hear that you have received your withdrawal! Could you, please, specify - have you withdrawn the entire disputed amount from the casino apart from the 20K NOK that you have already got into your bank account?

No, I can only withdraw 20k per withdrawal. If I could, I would withdraw more.

Thank you, Tobias!

Hello, Franzi, is there any way for the player to withdraw all money at once? I am not asking about delays, but making 1 withdrawal instead of 6 could be very helpful for the player.

Yes, that would be great! Thanks Pavel

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,

This is not possible, I am sorry.

There is nothing else I can do at the moment. Like I said, the withdrawals will be paid with a delay and once done, the user can request a new one.

Regards

Franzi

Hello, Franzi and Tobias!

In view the fact that it has been almost two months from the opening of the complaint I would like to make a few statements.

Here is the excerpt from the BET90 Casinos Terms and conditions: "6.11. The Maximum total withdrawal amount from all available products within a 30-day time period is €10,000 (or currency equivalent), and the maximum per day (24 hours) is €2,000 (or currency equivalent)." It is clear that according to it the entire disputed amount should have been able to be withdrawn a time ago.

Therefore, I am suggesting that if after this message there will be no clear and fast progress on the withdrawal, the complaint will be closed as "Justified", which will affect the casino rating in the negative way.

Hi guys,

as explained a couple of times already, there is delays with all withdrawals. Not only this player.

Feel free to close the thread, there is nothing else I can do at this point. The player will get his money, but with delays

/Franzi

I would like to thank both sides for their cooperation in this complaint. I will be now closing it as I have mentioned above.

Tobias, when you will receive your funds you can reopen this complaint or just let me know through my e-mail: pavel.k@casino.guru . I hope money will get to you as soon as possible!