BitBet24 Casino - 決済が遅延しているとのクレームがあります。

I have been waiting for my discharge for 9 days now. All the time, there are only e-mails saying that we will take care of the matter when I ask about it.

Olen odottanut kotiutustani nyt 9 päivää. Kokoajan tulee vain sähköposteja että hoidamme asiaa kun asiasta kyselen.

Dear Partlau,

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

Dear Partlau,

Have you received your withdrawal from the casino yet?

Thanks for the answer. I have not received my withdrawal. Today marks two weeks. They don't even answer my emails anymore.

Kiitos vastauksesta. En ole saanut nostoani. Tänään tulee kuluneeksi kaksi viikkoa. Eivät vastaa sähköpostiini edes enään.

Hey. I still haven't received my withdrawal. It's been more than 2 weeks now.

Hei. En ole vieläkään saanut nostoani. Nyt mennyt yli 2 viikkoa.

Thank you for your reply, Partlau. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I have passed the KYC check. I have had a successful repatriation in the past. This win had 250 free spins from the welcome bonus but I rolled the bonus according to the requirements. So everything should be correct in my opinion.

Olen läpäissyt KYC-tarkistuksen. Olen aiemmin saanut onnistuneen kotiutuksen. Tässä voitossa oli 250 ilmaiskierrosta tervetuliaisbonuksesta mutta kierrätin bonuksen vaatimusten mukaan. Eli kaikki pitäisi minun käsittääkseni olla oikein.

This is the latest answer from the casino that I received on 28.4.

Tämä on viimeisin vastaus casinolta minkä olen saanut 28.4.

Here is a picture of the state of the home.

Tässä kuva kotiuksen tilasta.

The casino still hasn't responded to my e-mails since April 28. I've sent as many messages as you like.

Ei ole casino vastannut vieläkään sähköposteihini tuon 28.4 jälkeen. Olen laittanut vaikka kuinka monta viestiä.

Here is another picture that I have recycled the bonus.

Tässä vielä kuva että olen bonuksen kierrättänyt.

I have now sent 7 emails to the casino and no one answers!

Olen lähettänyt nyt 7 sähköpostia casinolle eikä kukaan vastaa!

Thank you very much, Partlau, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Partlau for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BitBet24 Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello all,

The withdrawal of the player will be put in priority when the payment are ready to be done. It’s quite usual for withdrawals to take a couple of days or even weeks.

Thank you for understanding!

It has now been 3 weeks since the withdrawal!

Kotiutuksessa on nyt mennyt 3 viikkoa!

Hello,

The withdrawal has already been put in priority so when the payment are ready to be done you will be from the first ones.

Kind regards,

BitBet24 Support team

Dear BitBet24 Casino, Thank you very much for the update. We will keep this complaint open until Partlau confirms their withdrawal has been successful. Please keep me informed about any further developments.

Still waiting my withdraw. 🤔😬

I still haven't received my discharge. It's almost been 4 weeks!

En ole vieläkään saanut kotitustani. Pian mennyt 4 viikkoa!

Despair begins to strike little by little. I still haven't seen my withdrawal!! It's been over a MONTH already!!

Alkaa epätoivo pikkuhiljaa iskemään. Ei ole kotiutustani vieläkään näkynyt!! Mennyt jo yli KUUKAUSI!!

Hello Partlau,

Your withdrawal has been in priority so when the payment are ready to be done you will be able to withdraw the amount.

Thank you for understanding!

Hasn't come!!! 🤬🤬

Ei ole tullut!!! 🤬🤬

I still haven't received my discharge! 5 weeks full!

En ole saanut kotiutustani vieläkään! 5 viikkoa täynnä!

Hello Partlau,

Thank you for understanding!

We are putting our best! We have prioritized your withdrawal. However, we apologize for the inconvenience!

Always the same answer! The day after tomorrow it will be 6 WEEKS since discharge! This is already unreasonable! I'm waiting for something to be done about this and SOON!

Aina sama vastaus! Ylihuomenna tulee kotiutuksesta kuluneeksi 6 VIIKKOA! Tämä on jo kohtuutonta! Odotan että tälle asialle tehdään jotain ja PIAN!

I still haven't received my discharge!!!!! Will something be done about this very soon??? This is really unreasonable this expectation. Tomorrow will be 6 weeks since my discharge. Something is wrong.

En ole vieläkään saanut kotiutustani!!!!! Tehdäänkö tälle asialle jo hyvin pian jotain??? Tämä on todella kohtuutonta tämä odotus. Huomenna tulee 6 viikkoa kotiutuksestani. Jotain on vialla.

There is still no return home!!! Can CasinoGuru intervene in this already? More than 6 weeks bye!

Vieläkään ei ole kotiutusta tullut!!! Voiko tähän jo CasinoGuru puuttua? Yli 6 viikkoa hei!

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.

I'm still waiting. No money is visible. And apparently the casino doesn't respond anymore either. Something is wrong.

Odotan edelleen. Ei rahoja näy. Eikä näköjään kasinokaan enää vastaa. Jotain on vialla.

How about my withdrawal? Looks like another complainant got his withdrawal. I am angry.

Mitenkä minun nostoni? Näemmä toinen valituksen tekijä saanut nostonsa. Olen vihainen.

The other complainant got his money, where's mine?? The number one priority! The casino doesn't even bother to answer this anymore!!

Toinen valituksen tekijä saanut rahansa, missä minun?? Prioriteetti ykkösenä ollut! Kasino ei enää edes vaivaudu vastaamaan tähän!!

Dear Partlau, I have contacted a casino representative about this complaint and given them your player information to make sure everything is in order. I understand your frustration with the long waiting time but we will just have to wait. I am sorry I could not be of more help on this occasion.

Dear Partlau,

Thank you for your patience! I have provided all the information and it is true that your payment has been delayed. I understand your frustration. The payment will be done within the next days.

Thank you for your time again.

Kind regards,

BitBet24 Support Team

Thanks for the answer! REALLY looking forward to this! I really hope and wait for this to come true!

Kiitos vastauksesta! Tätä TODELLAKIN odotellessa! Todellakin toivon ja odotan että tämä toteutuu!

Empty promises! No money has been seen!

Tyhjiä lupauksia! Ei ole rahoja näkynyt!

We have raised your withdrawal request to our payments department and we would like to reassure you that your case is on top of our priorities. We will get back to you as soon as possible to inform you about the status of your withdrawal request. Thank you for your patience and we sincerely apologize for the delay. 

Today is 2 months since my withdrawal request. No money has been seen, even though the fastest was promised some time ago.

Tänään 2 kuukautta nostopyynnöstäni. Ei ole rahoja näkynyt vaikka pikimmiten luvattiin jo ajat sitten.

Not yet! 🤬

Ei vieläkään! 🤬

Hello Partlau,

Your withdrawal request has been provided to our payments department. The payment will be ready within 48h.

Thank you for your patience.

Kind regards,

BitBet24 Support Team

48 hours passed 🤔

48 tuntia kulunut 🤔

The time of wonders is not over! 😳 money received 👍

Ihmeiden aika ei ole ohi! 😳 raha saatu 👍

Dear Partlau,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter