BetOnline Casino - プレイヤーの撤退が遅れ、拒否されました。

Hello

I requested a withdrawal of 2494$ which I won without using any bonuses, only my own money.

The payment got on hold, meanwhile I contacted live support what is up with that and if I have to do anything to unlock it.

Support told me that everything is alright and I have to just wait untill they approve it.

On the next day they declined and refunded payment, I asked support why, I was told that they tried to call me 6 times and I have to call some unknown number myself to verify my payment.

However nobody called me and I can't call this number either.

There is nothing about such a verification like that in their ToS, there is only a casual KYC process described which they don't even want to from me.

This is very weird for me as I never met anything like that in any casino.

Dear mckjbet,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BetOnline Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you passed the KYC verification process at this casino?
• Have you had any successful withdrawals with this casino?
• Can you access your player's account?

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

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello

1.No I explained the status exactly in my complain.

2. No, it was 1st one.

3. Yes, account is fully accessible.

Dear mckjbet,

thank you for your message.

• Could you please provide the exact date of your registration at this casino?
• Is your phone number up to date in your casino profile?
• Could you please forward any communication you had with casino to my email [email protected]. Kindly include emails, live chat transcripts and any screenshots.

Looking forward to your reply.

Katarina

Dear mckjbet,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru