Betrnk Casino - 決済が遅延しているとのクレームがあります。

1. I attempted to deposit about 900,000 yen on JETON about 5 times but failed

2. When I inquired via live chat, I was told to reduce the deposit amount

3. I was successful in depositing about 500,000 yen twice on JETON

4. Playing casino games

5. When I tried to withdraw, I was told "it appears that there's a suspicion of money laundering" and my withdrawal was put on hold

6. I contacted live chat and explained, "I am not engaged in money laundering. The reason for my failed deposits is I exceeded the limit. Please refer to the content of my past inquiries."

7. I received a message stating that the content of the live chat has been conveyed to the relevant department

8. Even now, 5 days after I applied for withdrawal, I am still not allowed to withdraw. I am repeatedly told "The withdrawal request is currently still under investigation and verification by the relevant department, we ask you to wait until the confirmation is complete."

Despite their claim of being the fastest in the industry with a 30-minute payout, this is too slow. I was also told to wait 24 hours for the first withdrawal, but this is exceedingly slow

Even though I offer to submit KYC, they keep telling me to wait

This indeed causes anxiety and is very stressful. I wish they could tell me when the withdrawal will be available

The fear of being robbed led me to gamble at other casinos, but I lost 500,000 yen. I accept that this is my own fault, but I want you to understand that this situation is significantly mentally and emotionally draining me

1.JETONで、約90万円の入金を5回ほど試みたが失敗

2.ライブチャットで問い合わせると、入金額を減らしてくださいと言われた。

3.JETONで、約50万円の入金が2回成功した

4.カジノゲームで遊ぶ

5.出金しようとすると、「マネーロンダリングの疑いがある」とのことで出金を保留にされた

6.ライブチャットに問い合わせて、「マネーロンダリングはしていない。入金に失敗したのは限度額を超えていたから。過去のライブチャットへの問い合わせ内容を見てください」と伝えた。

7.ライブチャットの内容は、関連部署へ伝えましたとの連絡がきた。

8.出金申請から5日たった現在も、「出金依頼調査は現在も関連部署にて引き続き調査及び確認が行われております、恐れ入りますが引き続き確認完了までお待ち下さいませ。」との一点張りで出金されない。

業界最速30分を謳っているのにこの遅さ。初回出金は24時間からお待ちいただくとの連絡もあったが、さすがに遅すぎる。

KYCを提出しますよと伝えても、お待ちくださいの一点張り。

さすがに不安になりますし非常にストレスです。いつ出金されるかの目安ぐらい教えてほしい。

盗まれたとの不安から他カジノで取り返そうとしたが50万円負けた。自業自得だがかなり精神的に追い込まれていることは把握していただきたい。

Dear utura,

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

Withdrawal completed. it was late. . .

出金が完了しました。遅かった。。。

Thank you for your reply, utura. Do I understand correctly that you have successfully received your winnings? Can we now consider this case resolved?

Dear utura,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.