Betmotion Casino - プレイヤーの引き出しが遅れています。

I made two withdrawal requests one at 8 April 62$ and the other at 9 April 100$

they have rules on their website claiming all withdrawals are paid in 5 days, I waited five days then contacted them, they told me the waiting time is seven days not five, then told me again it's 5 days

waited 7 days and didn't receive the money, contacted them and told me they would contact the payment team and I'll get paid in 24 hrs

it has been 8 days now and they didn't send me my money and they keep delaying and wasting my money and lie every time

Dear emadnaeim,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals 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

My account is fully verified, I've received an email from betmotion support telling me that they have an issue the the payment provider (Skrill) and they are working on it.

I think it's not my issue that they have issues with skrill!

I've been waiting for 9 days!

I told them if they can't send money by skrill, then send in usdt or btc and I sent them my wallet but they didn't reply yet

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

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 Emadnaeim and Casino Guru.

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

Both withdrawals were 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.

I confirm that I received the money, thanks for Casino Guru and for Betmotion

Dear Emadnaeim,

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