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Dear,

after having correctly placed the bets provided for the weekly bonus, I find myself with a balance of 2700 euros that I cannot withdraw. The amount is available in my account and in the "verification" section all the required documents have a tick (V) that they have been sent. Despite repeated requests for withdrawals with different methods and amounts, the casino has not yet approved any of my transactions and despite the numerous emails and attempts to contact us in chat which they do not respond to after more than 3 weeks have not been paid without any explanation.

Gentilissimi,

dopo aver correttamente effettuate le puntate previste per il bonus settimanale mi ritrovo con 2700 euro di saldo che non riesco a prelevare. L'importo è disponibile nel mio account e nella sezione "verification" tutti i documenti richiesti hanno la spunta (V) che sono stati inviati. Nonostante ripetute richiesto di prelievi con metodi ed importi diversi il casino non ha ancora approvato alcuna delle mie transazioni e nonostante le numerose mail e i tentativi di contattato in chat alla quale non rispondono dopo più di 3 settimane non sono stati pagati senza alcuna spiegazione.

Hello Francesco,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetFlip Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you request for the withdrawal? When was the last time you contacted the casino and did they respond to you since? Are any of your documents already verified or all of them pending?

Please note that we usually advise to wait at least 14 days for the first withdrawal to be processed as it may take longer in some casinos to finish the verification process.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

The last withdrawal was requested yesterday and it was canceled today, the first more than a week ago .. the casino never replied to me, the first email I sent on May 5th and via chat they do not respond, it seems there is always a person in the queue and for this reason the connection with the operators is never established. The documents should all already be verified.

Ciao Nick,

L'ultimo prelievo è stato richiesto ieri e in giornata è stato annullato, il primo più di una settimana fa.. il casino non mi ha mai risposto, la prima email l'ho inviata il 5 maggio e via chat non rispondono, sembra ci sia sempre una persona in coda e per questo non viene mai stabilito il collegamento con gli operatori. I documenti dovrebbero essere tutti già verificati.

Hello Francesco,

If you haven't receive a confirmation of the verification, or it is not visible yet on your account, the withdrawal might be canceled due to the delay of the verification. The whole process usually takes 2 weeks as I mentioned above. Be sure to check if your account is verified for sure.

Hi Nick,

I spoke to support via chat they told me that the verification is complete and that withdrawals are canceled because there is a lot of demand, despite the support messages even my last withdrawal has been rejected ... now it is impossible to speak via chat with them, they no longer respond.

Ciao Nick,

ho parlato con l’assistenza via chat mi hanno detto che la verifica è completa e che i prelievi vengono annullati perché c’è molta richiesta, nonostante i messaggi dell’assistenza anche il mio ultimo prelievo è stato rigettato… adesso è impossibile parlare via chat con loro, non rispondono più.

Thank you Francesco for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Francesco,

I looked at your complaint and will do my best to help you. I would like to invite BetFlip Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Francesco,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator with a very bad reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef