Betmotion Casino - プレイヤーが賞金を受け取れずにいます。

Betmotion refuses to pay me.

I made a withdrawal on March 13, the portal says that it takes 3 business days to make said withdrawal, 3 business days have passed and I did not get anything, I contacted the casino and they tell me that since it is an international shipment I must wait 5 days business days, I thought ok very well, I'll wait the 5 business days, when the time is up I still haven't received my money, once again I contact the casino and they tell me that they are going to check with the financial department and they give me a period of 24 hours to receive a response by email, today at 11 in the morning the 24 hours passed and I did not receive any communication by email, I contacted them again by chat and they only tell me "there is a problem with the withdrawals" and that is all.

I really feel very frustrated with this situation, it is the worst experience with casinos I have ever had and I am afraid that they will not return my money.

Betmotion se niega a pagarme.

Hice un retiro el día 13 de marzo, el portal dice que toma 3 días hábiles para realizar dicho retiro, pasaron los 3 días hábiles y no obtuve nada, me comunique con el casino y me dicen que al ser un envío internacional debo esperar 5 días hábiles, pensé ok muy bien, esperare los 5 días hábiles, cumplido el tiempo sigo sin recibir mi dinero, una vez más me vuelvo a comunicar con el casino y me dicen que van a verificar con el departamento financiero y me dan un plazo de 24 horas para recibir una respuesta por email, hoy a las 11 de la mañana se cumplieron las 24 horas y no recibí ninguna comunicación por email, nuevamente me comunique con ellos por chat y solo me dicen "hay un problema con los retiros" y eso es todo.

Realmente me siento muy frustrado con esta situación, es la peor experiencia con casinos qué he tenido y temo qué no me devuelvan mi dinero.

Dear benjibautista,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good morning, the 14 days have passed and the withdrawal has not yet been made.

Buen día, ya pasaron los 14 días y el retiro aun no de ha efectuado.

Dear benjibautista,

Have you received your withdrawal from the casino yet?

I still do not receive.

Aun no lo recibo.

Thank you for your reply, benjibautista. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Hello, I have not had any successful withdrawal so far, my account is already verified and I have never played with a bonus or have any assets.

Hola, no he tenido ningún retiro exitoso hasta el momento, mi cuenta ya esta verificada y nunca jugué con un bono ni tengo activo alguno.

Thank you very much, benjibautista, for your cooperation. 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, Benjibautista!

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!

Dear Benjibautista and Casino Guru.

We are very sorry about this problem. There was an issue with our payment processor, wich caused the delay.

The withdrawal was concluded yesterday as informed by email.

We are taking measures to stop this from happening again in the future. Our goal is to give our customers the best user experience possible.

Best regards,

Betmotion Team.

Thank you for your response, Betmotion Team!

Benjibautista, please, inform us as soon as you will receive your money.

Dear benjibautista,

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, I confirm that the withdrawal was made successfully on April 10, that is, 28 days after requesting it.

Hola, confirmo qué el retiro se ha efectuado con éxito el pasado 10 de abril, esto es, 28 días después de haberlo solicitado.

Benjibautista, and have you received your funds as well?

Dear benjibautista,

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.

if i received the funds

Si recibí los fondos

Dear benjibautista,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team