Betsolino Casino - プレイヤーの出金が遅れている。

I have sent documents for verification via email. Nobody is responding to any of the emails. The withdrawal is in a "pending" state. I believe a week is an unreasonable amount of time for the withdrawal request to go unnoticed in any way. There is no email confirming that I have requested the withdrawal, nor any approval or rejection regarding the documents.

Olen lähettänyt sähköpostilla asiakirjat tunnistautumiseen. Mihinkään sähköposteihin ei vastata. Nosto on tilassa "pending" Mielestäni viikko on kohtuuton aika, ettei nostoon reagoida yhtään mitenkään. Ei tule sähköpostia, että olen pyytänyt nostoa, eikä vahvistusta tai hylkyä asiakirjoista.

Dear Birgeliina,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thanks for the reply! I would like to know if this casino has a habit of not responding to emails. I have asked them if account verification is ok when sending documents by email. I do not receive any response to any emails. However, other casinos do respond to inquiries. I still cannot download documents through the casino website.

Kiitos vastauksesta! Sen haluaisikin tietää, että onko tällä kasinolla tapana olla vastaamatta sähköposteihin. Olen kysynyt heiltä onko tilin vahvistus ok, kun lähettää sähköpostilla dokumentit. En saa mihinkään sähköpostiin vastausta. Muilla kasinoilla vastataan kuitenkin kyselyihin. En saa edelleenkään ladattua dokumentteja kasinosivujen kautta.

Hello!

I still haven't received any winnings in my account, and no response to emails. I also have another 1000e in withdrawal, so a total of 3000e. Both withdrawals are in pending status. I still can't get a confirmed account through the casino's website, but I have sent the necessary information by email over a week ago.

Hei!

En ole vieläkään saanut voittoja tililleni, enkä vastausta sähköposteihin. Minulla on lisäksi siellä vielä 1000e nostossa, eli yhteensä 3000e. Molemmat nostot on tilassa pending. En myöskään saa vahvistettua tiliä casinon sivujen kautta vieläkään, mutta olen lähettänyt tarvittavat tiedot sähköpostilla yli viikko sitten.

Dear Birgeliina,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I just sent you a message. Nothing has happened regarding the withdrawal or account verification.

Juuri lähetin viestin teille. Noston tai tilin vahvistuksen suhteen ei ole tapahtunut mitään.

Thank you Birgeliina for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much for your help ☺️

Kiitos paljon avustasi ☺️

Hi Birgeliina,

I've just reviewed your case, and I'm sorry to learn about the difficulties you're facing with the withdrawal process. I will assist you by reaching out to the casino. We'll see what can be arranged once they respond.

Dear Betsolino Casino, I would like to include you in this discussion to help resolve the player's complaint. Could you please provide more details about the case? Specifically, what is the current status of the player's withdrawal request, and when might they expect it to be processed on your end?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Best 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.

Dear Birgeliina, I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino doesn't refer to any ADR service and claims to operate under Costa Rica license, which cannot be verified, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia