Betalright Casino - プレイヤーの撤退が遅れています。

Hello,

I have won about 11,000 euros from slots and betting at this casino. I have been waiting for my withdrawals for 2 weeks now. The live chat doesn't tell me anything. I haven't been asked for any KYC documents and I haven't used any bonuses. I would need your help,

Hei,

Olen voittanut tällä kasinolla noin 11000 euroa sloteista ja vedonlyönnistä. Olen odottanut nostojani nyt 2 viikkoa. Live chat ei kerro minulle mitään. Minulta ei vaadita KYC dokumentteja enkä ole käyttänyt bonuksia. Tarvitsisin teidän apuanne,

Dear niclasbodypitkanen,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Could you please specify how much of your winnings were generated from slot games and how much from sports betting?

When was the last time you communicated with customer support regarding the delay in your payment and what was their explanation?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Winnings are the same from casino and betting. These are my first withdrawals from here. I communicate daily with customer service and they don't know what the reason is. Last time it was said that these should have already been paid for. Can we contact the casino? Thanks!

Voitot ovat yhtalailla kasinolta sekä vedonlyönnista. Nämä ovat ensimmäiset kotiutukseni täältä. Kommunikoin päivittäin asiakaspalvelun kanssa eivätkä he tiedä mikä on syy. Viimeksi kerrottiin että nämä olisi jo pitänyt mennä maksuun. Voimmeko ottaa kasinoon yhteyttä? Kiitos!

Thank you very much, niclasbodypitkanen, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you niclasbodypitkanen for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betalright Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter