BetOriginal Casino - 選手の退会が遅れました。

I requested a payout on 04/09/2023. To date, the money has not been transferred. When you ask in the chat you only get the answer that the payment can take 3 to 5 days and you contact me.

I have not received an email from chat support, nor has my personal message to the support address been replied to.

Ich habe am 09.04.2023 eine Auszahlung beantragt. Das Geld ist bis heute nicht überwiesen worden. Auf Nachfrage im Chat bekommt man lediglich die Antwort, dass die Auszahlung 3 bis 5 Tage dauern kann und man sich bei mir meldet.

Ich habe weder eine E-Mail vom Chat-Support bekommen, noch wurde auf meine persönliche Nachricht an die Support-Adresse geantwortet.

Dear Mwandi,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if your account was successfully verified in the past? Were your winnings accumulated with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela,

the account has already been fully verified by me and payments have also been made earlier, some of which were transferred after a few hours, but mostly within 2 to 3 days.

If the account is not verified, the support should at least point out that I have to submit the relevant documents. This didn't happen. So I'm assuming the account is verified. As I said, so far every contact with the right support has come to nothing and the chat always gives the same answers without helping.

Since I have the payment on 09.04. have applied for and we today the 26.04. have now gone a good 17 days into the country.

Hallo Petronela,

der Account wurde von mir bereits vollständig verifiziert und es wurden auch früher Auszahlungen getätigt, die teils nach einigen Stunden, zumeist aber innerhalb von 2 bis 3 Tagen überwiesen wurden.

Sollte der Account nicht verifiziert sein, müsste der Support mich ja wenigstens darauf hinweisen, dass ich entsprechende Dokumente einreichen muss. Dies ist nicht geschehen. Ergo gehe ich davon aus, dass der Account verifiziert ist. Wie gesagt, bisher ist jede Kontaktaufnahme mit dem richtigen Support ins leere gelaufen und der Chat gibt immer die selben Antworten ohne zu helfen.

Da ich die Auszahlung am 09.04. beantragt habe und wir heute den 26.04. haben, sind jetzt gut 17 Tage ins Land gegangen.

Thank you very much, Mwandi, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Mwandi,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BetOriginal Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay? When the player could await the withdrawal request to be processed from your side?

I'm looking forward to hearing from you.

Kind regards,

Natalia

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.

Hi Mwandi, 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 EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia