Betsolino Casino - プレイヤーの撤退は遅れており、対処されていません。

On the 21st, I requested the withdrawal of €152 from the account that is still pending. No one in the casino's chat has ever responded, nor have they replied via email. It is my money, and I want it back, as the deposits were quick and I didn't play a single bonus; it was all my own money. No one is answering me or paying attention, and I have submitted all the documentation, but I still haven't received a response. I don't know whether to think that this casino is a scam or what. I need help.

El día 21 solicite la retirada de 152€ de la cuenta que aparece en pendiente, en el chat del casino nadie ha contestado nunca y tampoco por correo electrónico, es mi dinero y quiero recuperarlo ya que los ingresos fueron rápidos y no jugué ni un solo bono , todo era dinero mio, nadie me contesta ni me hace caso y colgué toda la documentación,pero sigo sin respuesta, no se qué hacer si pensar que ese casino es una estafa o que , necesito ayuda

Dear carliss89,

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear carliss89,

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.