BetAdrian Casino - 選手の退会が遅れました。

I registered to betadrian at October of 2022. At start everything were ok.... But from 18th of December wich i made my last withdrawal request everything goes wrong. They delay the payment for 5 days and after that they take my account under review...Review finished before a weekk 29/12/2022) and everything was fine with the review. They tell me that in to 72 hours i will get paid... Unfortunately passed already a week and still i didn't get paid. The worst is that they do not answer to live chat and to my mails....i worry that they will shut down and i will lose my money (about 2000€)

Dear aofsampali,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

14 days already passed because i made the request at 18th of December. (normally takes up to 72 hours). The problem is the excuses wich they said. They put under review my account on 27th of December this review finished before a week and everything was fine now they put my withdrawal on hold because i stopped.... Gambling they refuse to pay me because i do not gambling.... Is my first time wich i heard something like that. I attacked screenshots of my conversation with betadrian

Update

I made a review to trustpilot and today i receive this mail wich attached l. They are rediculus they blackmail me to remove the review

Thank you very much, aofsampali, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear aofsampali,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a BetAdrian Casino representative to join this conversation and participate in the resolution of this complaint.

Dear BetAdrian Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi i want to close this case today i get paid the first withdrawal request. Everything is ok

Dear aofsampali,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan

Dear aofsampali,

I have reopened the complaint on your request.

I can see that the casino is not supporting your country anymore, and they have confiscated 2300€ from you. From our point of view, you should be paid in full. The problem is that the casino does not intend to communicate with us in any way, but I will try to contact them again.

Did you manage to contact the casino in the meanwhile, or do you have any news regarding this matter?

I am looking forward to your response.

Kind regards,

Stefan

I communicate many times with them but they do not answer anymore. The name of employment who handle my Case is Mr Logan. Try to talk with him. Could you guide me to find a way to communicate with their license authority? Their license is from Antillephone N.V.

A member here advice me to send a mail to certria@gaminglicences.com

Is there are any other option to try?

Dear aofsampali,

The casino is claiming they have an e-gaming Curacao license, not Anillephone N.V.

To file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. However, please note the casino's license is unverifiable, which means that the casino may operate without any valid gaming license and in that case, the regulator will not help you with the issue.

Please let me know if you have managed to file a complaint. In the meanwhile, I will try to contact the casino.

Kind regards,

Stefan

Here is the license details wich presented by them an it says Antillephone NV

Dear aofsampali,

They mention both of them on their site. I would say they don't have an e-gaming license so you can try Antillephone N.V.

Contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

I will close the complaint as "waiting for regulator", and you can reopen the case once you have received a response from them.

Kind regards,

Stefan

We’ve reopened this complaint at the request of aofsampali. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear aofsampali,

I have received your email claiming you have received an amount of 1024€ from the casino and that you are still waiting for the remaining withdrawal of 1300€.

Could you please let me know once you receive the remaining amount?

Thank you very much in advance and I am looking forward to your response.

Kind regards,

Stefan

Yes i will inform you....

Dear aofsampali,

Do you have any news regarding the remaining withdrawal of 1300€?

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Hi i am waiting they get in touch with the previus ownership to check if it is true that they never sent me the money. They inform about the end of this week. By the way i made a withdrawal request of 700€ (a part of the amount of 1025€ wich returned to my account) and i received to my crypto wallet less from 24 hours. I think they have good intentions to solve it

Dear aofsampali,

Due to the absence of my colleague, I'm now taking over your complaint. Can you please keep us updated on any payment developments? What is the current outstanding amount?

Thank you.

Kind regards,

Tomas

There is an amount of 1300€ wich is under review from the new ownership i will keep you in touch

Dear aofsampali,

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.

Dear aofsampali,

I've decided to extend the timer once again to see if there are any updates. Have you already received the funds?

Thank you.

Kind regards,

Tomas

No we are still searching the old owner

Dear aofsampali,

Thank you for the information. I will now extend the timer for 14 days to see if there is any progress. However, if nothing is changed until the timeframe runs out, I'm afraid there will be nothing more to do, and we will be forced to close the complaint as unresolved since we're not able to reach the casino's representatives.

Kind regards,

Tomas

Ok lets see in next 14 days

Dear aofsampali,

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.

Well i get paid from the new owners of betadrian. I want to close the case as resolve

Dear aofsampali,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas