Betsolino Casino - 決済が遅延しているとのクレームがあります。

I made a deposit of 50 euros and wagered the amount according to the instructions and correctly. I requested a withdrawal of 600 euros and have sent all the required documents, including my driver's license, bank details, and address information, but the withdrawal is still marked as pending. I have now sent 4-5 messages via chat and approximately 5 emails to customer service, but no one is responding to me at all.

Tein talletuksen 50e ja kierrätin summan ohjeiden mukaan ja oikein. Tein noston 600e ja olen lähettänyt kaikki dokumentit ajokortti, pankkitiedot, osoitetiedot mutta nostossa lukee edelleen pending. Olen laittanut nyt chatin kautta 4-5 viestiä ja sähköpostia asiakaspalveluun noin 5kpl mutta kukaan ei vastaa minulle mitään.

Dear Janster1982,

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.

Dear Janster1982,

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.

Hi, nothing has changed! I have sent about 5-6 emails and the same number of chat messages, but no one is answering me and the withdrawal still says pending.

Moi, ei ole tapahtunut mitään muutosta! Olen lähettänyt noin 5-6 sähköpostia ja saman verran chat viestejä, mutta kukaan ei vastaa minulle mitään ja kotiutuksessa lukee edelleen pending.

Has there been any new information on my case? No one has responded to my messages yet. It would be nice to get the money. I've been waiting for 3 weeks already

Onko tapaukseeni tullut mitään uutta tietoa? Ei kukaan ole vastannut viesteihini vieläkään. Olisi kiva saada rahat. Odottanut jo 3viikkoa

Thank you Janster1982for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you and I hope the matter is resolved soon.

Kiitos ja toivottavasti asia ratkeaa pian.

Dear Janster1982,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betsolino Casino representative to join this conversation.

Dear Betsolino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thank you Mirka and I hope the matter is resolved soon.

Kiitos Mirka ja toivottavasti asia ratkeaa pian.

Still haven't heard anything from Betsolino Casino? It's been almost a month since I made a withdrawal.

Eikö ole vieläkään kuulunut mitään betsolino casinosta? Kohta on kulunut jo 1kk kun tein noston.

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.

How is it possible that this casino is not closed or held accountable for anything? Players deposit money at the casino and it goes into their gaming account, but when it comes to withdrawing money, the problems start and no one answers any questions.

Miten on mahdollista että tätä casinoa ei saada suljettua tai vastuuseen mistään? Pelaajat tallentaa rahaa casinolle ja ne tulevat pelitilille, mutta kun pitäisi kotiuttaa niin ongelmat alkaa eikä mihinkään kyselyihin vastata.

Haven't you received any contact from betsolino casino? There is still no withdrawal. Can you do anything other than send an email to the address where I have already sent 6 messages.

Ettekö ole saaneet mitään kontaktia betsolino casinoon? Ei ole kotiutusta vieläkään näkynyt. Voitteko nyt tehdä jotain muuta kuin lähettää sähköpostia osoitteeseen mihin olen laittanut jo 6 viestiä.

Dear Janster1982,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, 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,

Mirka