Betsolino Casino - プレイヤーの撤退が遅れています。

Hello,

Casino approved my withdrawal at 13.06. My 1st cash out after they approved it was fast, but this is the second one (of 400 euro) and still no money to my bank account. I have contacted them multiple times times now, without any solution from them. It have been almost 2 weeks now, I'm making this complain in advance.

Dear davex3,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello,

It has been now 2 weeks and I still haven't received my cash out money from casino.

Hi davex3,

I'm sorry to hear that you still didn't receive your withdrawal.

• Could you please advise if your account was successfully verified already?
• Were your winnings accumulated with or without an active bonus?

Thank you.

Hello,

My profile is verified and without a bonus.

Thank you very much, davex3, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear davex3, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Betsolino Casino outside this complaint thread and let you know any new information once I receive it.

Ok, thanks!

I hope this message finds you well.

We are writing to inform you that all pending withdrawals have been successfully processed and sent to you. We sincerely apologize for the slight delay in completing these transactions.

Your understanding and patience in this matter are greatly appreciated. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team.

Thank you for your continued trust and cooperation.

Thanks, Casinoguru and Betsolino!

I have received my cash out.

P.S. I would keep playing at Betsolino for sure, if they would speed up the cash out speed to max waiting time of 1 week, 4 weeks is too much.

All the best,

You may close this complain as resolved.

And one more thing is that, they should process cash out with out me complaining and reaching out to them to process the cash out.

Thank you, davex3, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.