Bets.io Casino - プレイヤーの撤退が遅れています。

At this casino, I used the first deposit bonus to play and won a prize. I cleared the wagering requirements for the bonus, so it was converted to cash. I then requested a withdrawal, but it has been about a week, and I have been inquiring with support. They keep telling me that the withdrawal is under review, but the review has not been completed. I followed all the betting limits and played the game accordingly, but there has been no progress.

I would like to seek advice on this matter.

こちらのカジノで、遊び初回入金ボーナスを使用し、賞金を得てボーナスの賭け条件をクリアして、キャッシュへと変わりました、そして出金をかけましたが約1週間ほど、サポートに問い合わせていますが、出金の審査と言われ審査が終了しません、ベット上限なども守りゲームをしましたが話しが進みませんので

今回相談させていただきたいと思います。

Dear chibaba,

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,

Kristina

Dear chibaba,

Thank you for reaching out regarding your withdrawal request. We appreciate your patience as we address this matter.

Upon reviewing your account, we have noted that you are not fully verified. As a result, we are unable to process your withdrawal at this time. We have previously sent you multiple requests to complete the verification process, but it appears these requests have not been addressed.

To proceed with your withdrawal, we kindly ask that you complete the verification as soon as possible. This will enable us to move forward with your case.

If you have any questions or need assistance with the verification process, please do not hesitate to contact us.

Thank you for your understanding.

Best regards,

Bets.io casino

I understand. Thank you. If you are unable to get off even after completing the authentication, I will consult with you.

かしこまりましたありがとうございます、もし認証を完了しても降りないときには相談させていただきます

Hello everyone,

Thank you Bets.io casino for providing more insight into this issue.

chibaba, has there been any news? Have you already provided the required documents?

I will submit it to the casino.

However, currently

According to the internal team in the cryptocurrency wallet with the deposit confirmation, one screenshot must contain both my address and the recipient's address.

It seems that photos taken from the blockchain are not allowed.

From the wallet I use

They can only be photographed separately,

I have told them this many times but they have not accepted it.

The casino support person told me to contact the wallet, so I am currently contacting them.

Waiting for wallet response

私の方からは、カジノの方に提出

したのですが、現在

入金確認が記載された暗号通貨ウォレットで社内チームによると、1枚のスクリーンショットには私のアドレスと受取人のアドレスの両方が含まれている必要があるとのことで、

ブロックチェーンから撮影したものは不可とのことで

私の使用しているウォレットからは

別々にしか撮影することができず、

何度もその旨を伝えていますが、受け入れてもらえません。

カジノサポートの方に、ウォレットに問い合わせしてくださいとのことを言われ、ただいま問い合わせていまして、

ウォレットの返信待ちとなっております

We are currently waiting for a response from the wallet company.

Regarding the above-mentioned matter, especially the casino group

I haven't received a reply from Bets.io, what is the situation on their side?

現在ウォレット会社からの返信待ちになっています、

前述した件に関して特にカジノグル側や

ベッツアイオー側から返信がないのですが、そちら側はどういう状況でしょうか?

Alright, so let's give it a few more days. Please, keep me informed about any further developments.

I received an email from Bets.io Casino and have sent a screenshot to you.

I'm waiting for a response from Bets.io and the wallet company, and if there is any progress,

I would like to turn back now.

こちらがベッツアイオーカジノ側から、メールがきまして、こちらにスクリーンショットを送信してます。

ベッツアイオーやウォレット会社からの、連絡を待ち進展がありましたら、

折り返させていただきたいと思います。

Could you please forward all the relevant communication between you and the casino, and you and the wallet company to kristina.s@casino.guru? Thank you in advance.

I was instructed by the wallet company to use EtherScan to submit my transaction history. However, today I received a Zoom call request from the Bets.io site. I was instructed by the site to inquire about the wallet company's transaction history, and even though I submitted the specified information, they continued to make further requests. How long should I respond to such requests?

私はウォレット会社からこのようなことに、方法でと指定されイーサスキャン を使い取り引き履歴を提出しています。 しかし本日ベッツアイオーサイト側よりZoomの電話要求がありました こちらはウォレット会社の取り引き履歴の出せるものを問い合わせしてくれと、サイト側より指示を受け、その結果指定されてるにもを提出したのにも関わらず、更に要求を重ねてきました、 このような要求にいつまで応えればいいのですか?

The video call verification will be done via Skype from 11:00 on November 20th, Japan time.

I have scheduled the date

Time passed and I still didn't hear anything

I sent an email inquiry, but the support team said they would get back to me right away, but I've been waiting for three and a half hours.

Why is this possible?

Please answer publicly from Bets.io

日本時間の11月20日11時よりスカイプにてテレビ電話認証をするということで

日程のスケジュールを組みましたが

時間を過ぎても全く連絡が来ず

メール問い合わせをしたところ、サポートチームがすぐに連絡しますと言って3時間半も待たされています、

なぜこのようなことができるのか

公の場でベッツアイオー側答えてください

Thank you very much, chibaba, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 chibaba.

I am so sorry to hear your account has not yet been verified.

Did you manage to have a Zoom call with the casino?

I will contact the casino and try to resolve the issue as soon as possible. Now, I would like to invite a Bets.io Casino representative to join this conversation and help resolve this complaint.

Dear Bets.io Casino,

Could you comment on the matter?

Thank you in advance for providing the information.

I just authenticated via Skype.

I was greeted with a few questions and support.

He spoke at length for about 50 minutes.

Just look outside the screen for a moment

I was forced to authenticate in an intimidating manner, such as not taking my eyes off the screen.

I felt very uncomfortable.

先程認証をスカイプにてしました

少しの質問とサポートに前振られてたのに

長々と約50分ほど話をされて

少し画面の外を見ただけで

画面から視線をはずななど、威圧的に認証をさせられて

とても不快な気持ちになりました

I can only speak Japanese, but they asked me to call in English.

When they realized that this was not possible, they asked me to respond via chat, and while I was confused, I responded, but then I was given a warning that was either true or false, not to look for answers, and after spending an hour like an interrogation, I found myself in a situation where my KYC had not been approved for over a day, even though the authentication had been completed.

言語は日本語しか話せないのに英語での電話を要求されました

それが無理だと分かるとチャットでの対応を要求され、戸惑いながらも対応していると答えを探すなと言ったようなしてもいないような警告をされ、１時間尋問のような時間を過ごした後に認証が終わったにも関わらず1日以上KYCが承認されないという事態に巻き込まれています。

Dear customer and Casino Guru team,

Thank you for reaching out. We have carefully reviewed your concerns and shared a detailed response regarding the matter. At this point, we are awaiting your feedback.

If you have any further questions or need clarification, please feel free to contact us.

Best regards,

Bets.io casino

I received this email from Bets.io Casino.

First of all, I only have one account and there are no duplicates, and since I play alone, I do not provide access to my account.

To demonstrate this, I have complied with Bets.io's requests for identity verification.

Among these, there was a problem with the wallet that I could not do anything about, and I understand that I responded to the request for video call authentication to make final confirmation that it was me playing the game.

Based on the results of the video verification, we have determined that this decision to confiscate the funds has been made, so we will explain the situation to CasinoGuru.

Regarding Skype authentication, I was told that it would be completed quickly with just a few quick confirmations, but in reality, because I don't speak English, the conversation turned to chat over a video call and I was asked detailed questions.

First of all, the content of the game was from over a month ago, and the attitude was intimidating, so I'm sure there were some confusing moments, but even though he answered my questions immediately, I was told through chat not to make any moves that looked like I was looking for the answers, so I felt like it was leading questions with the intention of confiscating my data.

The video is in the possession of the casino, so we request that they submit it to Casino Guru.

The chat contents will be submitted by us.

Next, there is "Anti-Fraud Policy (2) In the event of attempted strategies or fraudulent activity," but I am planning to play the slots within the terms and conditions and withdraw any winnings I have won.

I used the first-time bonus, but that does not violate any rules. And isn't using a bonus not the player's strategy in the first place, but rather the distribution of the bonus itself the casino's strategy?

This is also a completely meaningless ground for confiscation.

These two grounds for confiscation are clearly unjustified, and we once again demand the return of our funds.

ベッツアイオーカジノからこのようなメールが届きました。

まず私はアカウントを一つしか持っておらず重複もしていませんし、自分一人でプレイをしていますので自分のアカウントのアクセス提供もしておりません。

それを示す為にも本人確認についてベッツアイオーの要求に応じてきました。

その中で私がどうすることもできないウォレット側の問題もあり、私本人がプレイしているのか最終確認の為にビデオ通話認証の要求に応じた流れだと理解しています。

ビデオ認証の結果を受けてこのような没収という裁定が下っていると判断した為、カジノグルさんにその状況も説明します。

Skypeの認証に関し、ちょっとした確認ですぐ終わるような旨を伝えられていましたが、実際は英語を話すことが出来ない為かビデオ通話を繋いだままチャットでのやり取りになりこと細かく聞かれました。

まず一ヶ月以上前のプレイ内容であり、威圧的な対応もされているので戸惑う場面があったかと思いますが、質問にもすぐに答えているにも関わらず、答えを探すような動きをしないようチャットで言われたりと没収前提の誘導尋問だと感じました。

その動画はカジノ側が保有しているのでカジノグルに提出してもらうよう要求します。

チャットの内容はこちら側から提出します。

次に「不正防止ポリシー(2)戦略や不正行為を試みた場合」とありますが、私は規約の範囲内でスロットを回し当選した賞金を出金しようとしています。

初回ボーナスを使用しましたが規約違反をしている訳ではございませんし、そもそもボーナス使用がプレイヤーの戦略ではなくボーナス配布自体がカジノ側の戦略ではございませんか？

こちらも全く意味の分からない没収根拠です。

これら2つの没収根拠は明らかに不当であり、改めて資金の返還を求めます。

It was displayed as too large and I was unable to send it all at once, so I apologize for sending it in separate shipments.

This is the entire process for Skype authentication.

サイズオーバーと表示され一度に送りきれませんでしたので、分けて送付する子になり申し訳ありません。

こちらがSkype認証の全てのやり取りになります。

Hello chibaba,

Thank you for the provided information.

Dear Bets.io Casino,

I have responded to the email. Please let me know once you respond.

I'll be awaiting your reply.

Hello everyone involved, 

We are interested in resolving this dispute, so we are are communicating with the player as well and are awaiting a response and further discussion.

Best regards,

Bets.io casino

Dear Bets.io Casino,

Thank you for your response and the information provided.

Could you respond to my email so we can investigate further?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your message. Please note that we have already responded to your email regarding this matter.

If you have any additional questions or need further assistance, feel free to reach out.

Best regards,

Bets.io Casino

Dear Keita Chiba,

You did not respond to our previous message, so we are sending it again.

After a thorough review, we would like to clarify that our decision regarding your account remains unchanged, as it was made in strict accordance with our rules and policies. The decision to confiscate the winnings remains in force since the rules of our casino were violated. However, as there is an active dispute with you, namely a complaint on CasinoGuru, in the interest of resolving this matter amicably, we are willing to reach a mutual agreement.

Here is our proposal:

We can settle this by refunding only the deposited amount to your account if you agree to withdraw your complaint. Additionally, and this is important, you must acknowledge that you and the other players are connected, which was the basis for the casino's actions. By doing so, you recognize the violation of the rules, and we will proceed to return your deposit after these steps are completed.

This offer is made as a direct resolution between us and is not to be shared or disclosed publicly. We trust you will treat this matter with discretion.

We believe this approach allows us to find common ground while adhering to our platform’s principles. If you agree to these terms, kindly confirm, and we will proceed accordingly.

We look forward to your response.

私のところにこのような文章で返信がありましたがこちらは

カジノ側の不当な裁定と考えており苦情を取り下げるつもりはありません。

カジノグルで裁定の立証をしてください。

Since you did not reply to my previous message, I will send it again.

After thorough review, we would like to clarify that the decision regarding your account remains unchanged as it was made strictly in accordance with our rules and policies. The decision to confiscate your winnings due to a violation of our casino rules remains valid. However, as complaints have been filed with CasinoGuru and there is an ongoing dispute with you, we are willing to reach a mutual agreement to resolve this issue amicably.

Here is our suggestion:

If you agree to withdraw your complaint, we will be able to resolve this issue by refunding only the amount deposited in your account. Furthermore, and this is important, you must acknowledge your connection with the other player, as this is the basis for the casino's action. In doing so, you will be made aware of the violation of the rules, and after these steps are completed, we will proceed with the refund of the deposited amount.

This proposal is made as a direct solution between us and will not be shared or disclosed publicly. We hope you will handle this issue with discretion.

We believe this approach will allow us to find common ground while adhering to our platform principles. If you agree with these terms, please confirm and we will proceed accordingly.

Looking forward to hearing from you.

My name was written in the reply I sent last time, so I would like you to delete it and publish this one instead.

I received this email.

My argument is based on the premise that I did not violate any rules, and I regret that the full refund of the confiscated items was based in part on the oppressive exchanges in the video chat. I would like the reasons provided and the exchanges in the video made public to a third party.

Unfortunately, we are not willing to accept mutual agreements without going through a third party.

Also

You must acknowledge that you are connected to other players by mutual consent.

However, I played under my own name and have never played with other players, so I cannot admit it.

I don't understand why they sent me this email after I contacted Casino Guru, and I don't trust them, so I would like to continue with the matter being arbitrated by a third party.

前回のメッセージにご返信がありませんでしたので、再度送信させていただきます。

徹底的に検討した結果、お客様のアカウントに関する決定は、当社の規則とポリシーに厳密に従って行われたため、変更がないことを明確にしたいと思います。当カジノの規則に違反したため、賞金没収の決定は有効のままです。ただし、CasinoGuru に苦情が寄せられており、お客様との紛争が続いているため、この問題を友好的に解決するために、相互合意に達する用意があります。

これが私たちの提案です:

苦情を取り下げることに同意していただければ、お客様のアカウントに入金された金額のみを返金することでこの問題を解決できます。さらに、これは重要なことですが、お客様と他のプレイヤーがつながっていることをお客様が認める必要があります。これがカジノの行動の根拠です。そうすることで、お客様はルール違反を認識し、これらの手順が完了した後、入金された金額の返金手続きを進めます。

この提案は、私たち間の直接的な解決策としてなされたものであり、公に共有または開示されるものではありません。この問題を慎重に扱っていただけることを願っております。

このアプローチにより、プラットフォームの原則を遵守しながら共通の基盤を見つけることができると考えています。これらの条件に同意する場合は、確認していただければ、それに従って進めていきます。

ご返信をお待ちしております。

前回送付した回答に私の名義が書かれている為、そちら削除していただき、今回を掲載していただきたいです。

こちらのメールが届きました。

私の主張はルール違反をしていないことを前提としており、動画チャットの圧迫感のあるやり取りを一部根拠にされた没収の全額返却が遺憾であり、根拠の提示及び動画内やり取りを第三者に公開していただきたいです。

残念ながら第三者を通さない相互合意を認めるつもりはございません。

また

相互合意の為に他のプレイヤーと繋がっていることを認める必要がある

とのことですが、私は自分の名義でプレイしましたし、他のプレイヤーと一緒にプレイしたこともございませんので認めません。

なぜカジノグルに連絡した後、このようなメールを送ってきているのかも不可解であり信用がないので引き続き第三者機関での仲裁を希望します。

Dear Bets.io Casino,

I responded to your email on December 3rd and haven't received any response from your side outside of an automatic message. Could you resend the email if you have responded to my email?

I'll be awaiting for your reply.

Dear customer and CasinoGuru,

Thank you for reaching out to us. We want to assure you that we are actively working on your case and doing our best to resolve the matter as quickly as possible.

At Bets.io Casino, we highly value each of our players, and resolving every case is our top priority. We kindly ask for your patience while we continue working on that.

Best regards,

Bets.io Casino Team

Why do casinos need to take so long?

They're even buying time for video authentication.

From the players' perspective, the casino trying to buy time is likely to be fabricating evidence of violations in order to confiscate them.

Also, given the circumstances of the exchanges over the past two months, it would be strange for the video verification to be the basis for confiscation, so I assume the video call was recorded, so please submit that to CasinoGuru as soon as possible.

One more thing to repeat,

If you agree to withdraw your complaint, we can resolve this issue by refunding only the amount credited to your account.

Even though we have already contested this withdrawal request through a third party, the casino continues to send us unfair emails. Will Casino Guru do anything about this?

Either way, I think this is a bad response.

なぜカジノ側はここまで時間をかける必要があるのでしょうか？

ビデオ認証までも時間を稼がれているのですよ。

カジノ側が時間を稼ぐということはプレイヤーの視点で没収する為の違反証拠の捏造をしていると勘繰ります。

また２ヶ月間のやり取りにおける状況によりビデオ認証が没収根拠であること以外おかしいので、ビデオ通話を録画しているでしょうからそちらを早急にカジノグルへ提出お願いします。

もう一点繰り返し、

【苦情を取り下げることに同意していただければ、お客様のアカウントに入金された金額のみを返金することでこの問題を解決できます。】

このような取り下げ要求を既に第三者機関で争っているのにも関わらずカジノ側がメールで不当にしてくる点カジノグル様は何も対応されないのでしょうか？

どう考えても悪質な対応かと思いますが。

Dear Bets.io Casino,

Could you resend me the email you have responded to my email from December 3rd?

I'll be awaiting your reply.

Dear chibaba and Stefan,

Our team is interested in resolving this complaint, so a video call with the Guru team has been scheduled for January. In this regard, we ask you to postpone the timer until further notice.

Best regards,

Bets.io casino

Dear Bets.io Casino,

I will extend the timer by seven days. We will discuss the date and time of the call outside of the complaint thread via Skype.

It has been over a month since the casino refused to withdraw money, and over three months since the KYC dispute, and we have determined that the conditions for refusal are not met. We consider these exchanges to be an attempt to buy time, and we will be requesting an immediate return of our funds and withdrawal.

Casino Guru

KYC had already been done via video call, and that was the reason for the confiscation.

Doesn't the casino take this situation seriously regarding unjust confiscation and stalling by not providing evidence, such as not submitting video calls?

Also

If you agree to withdraw your complaint, we can resolve this issue by refunding only the amount credited to your account.

Please also let us know whether or not it is reasonable for them to directly propose this type of transaction.

In my opinion, what is particularly malicious is the attempt to avoid a third-party agency without any basis.

カジノの出金拒否が起こってから１ヶ月以上、KYCで揉めてから３ヶ月以上経過しており、こちらとしては拒否する要件に満たしていないと判断しており、これらやり取りは時間稼ぎとみて早急に資金の返却並びに出金を要求します。

カジノグル様

KYCを既にビデオ通話までしており、そちらが原因で没収という流れにおいて、

カジノ側はビデオ通話の提出をしない状況など証拠を提出しない不当没収並びに時間稼ぎに関してこのような事態を重く見ないのですか？

また

【苦情を取り下げることに同意していただければ、お客様のアカウントに入金された金額のみを返金することでこの問題を解決できます。】

こちらのような取引を直接持ちかけてくる点についても妥当性のある取引か否かの回答お願いします。

私としましては根拠なく第三者機関を避けようとする点で悪質性が高いと考えております。

Dear Stefan,

Before we continue discussing date and time, we kindly ask to extend the timer once again. 

Thank you in advance.

Hello to everyone involved,

We will update you as soon as we have an update on the progress of this case.

Best regards,

Bets.io Casino Team

Hello chibaba,

I hope this message finds you well. I wanted to confirm that I have scheduled a call for tomorrow morning with the Bets.io Casino. We will let you know about the outcome.

It's taking too long to get to the conference call.

With this much time, there would have been ample time for the evidence to be disguised as a violation of the terms and conditions, which calls into question the veracity of the evidence.

It is also odd that there is no compensation for the opportunity loss caused by funds being withheld for more than three months.

You cannot use the $2,894 that should have been refunded to you, but the casino can use it.

Please also reply how you will deal with this matter.

電話会議になるまで時間かかりすぎで す。

これだけ時間がかかると規約違反に対する偽装工作の時間が十分作られてし まっていてその証拠の信憑性を疑いま す。

また資金が3ヶ月以上保留されている機会損失も補償されていないのはおかしな話です。

本来返金してもらえる$2894をこち らは使えないがカジノ側は使える状況ですよね。

その件についてどう対応してもらえるのかも回答下さい。

Hello chibaba,

I want to confirm that the video call with the casino happened yesterday. I have requested a casino to provide me with additional information from the video call which happened between you and the casino. I will review it after I receive it and will let you know about the outcome.

Dear Bets.io Casino,

Could you provide me with the relevant information via Skype?

I'll be awaiting your reply.

Hello everyone,

Previously we have provided information to Stefan for review. We look forward to an update on this.

Best regards,

Bets.io Casino

Hello chibaba,

Thank you for your recent participation in the verification process. We appreciate your efforts and the time you dedicated to the call.

After careful review, we regret to inform you that you did not pass the verification call. As a result, the casino will not be able to proceed with your verification, and the complaint will be closed as rejected.

If you have any questions or would like to discuss this further, please feel free to reach out. I wish I was of more help.

Your understanding is much appreciated.

Kind regards,

Stefan, Casino.Guru