Betswap Casino - プレイヤーの撤退が遅れています。

They are not replying to me on mail. I am not able to withdraw my funds of over 1 eth. I want help to get my withdrawal.

Here is evidence of my balance. The maintenance should not stop people from being able to withdraw.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betswap Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you attempted to withdraw your winnings?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Are there any reasons the payout wasn't processed earlier?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

When was the last time you attempted to withdraw your winnings?

Today, still not possible

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Look at the pictures below. 50/50 sports and casino. No wins with sport, only casino.

Did you achieve your current balance with the help of a bonus?

No, never received any bonus as I can remember.

Are there any reasons the payout wasn't processed earlier?

I forgot about the site and suddenly remembered I had some money there. Then it was not possible to withdraw and I contacted them right away.

Could you please share with me your communication with the casino regarding the incident?

They are not responding, so no communication have been done.

Dear Erlend,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Erlend,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Betswap Casino to join the conversation.

Dear Betswap Casino,

Can you please explain why the player is unable to withdraw the funds from their balance, and when the withdrawal option will be available?

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

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 Erlend,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. As you indicated, the casino is now closed, and according to the message "We are now preparing for the imminent launch of the new site," it is very questionable whether anyone is still looking after the casino and when, if at all, it will relaunch.

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 might 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. In the meantime, it seems the casino still has a valid license, so I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them.

The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru