BetSofa Casino - Гравець досі не отримав свій виграш

Yesterday I requested several payments, which have still not been transferred, although a payment should be made within 24 hours.

Today another withdrawal request of 1000 euros was allegedly canceled due to technical issues.

My VIP manager has assured me that he will fix the problem.

Nothing has happened so far.

The support is now acting stupid.

To be on the safe side, I have set up an account lock for 24 hours.

I ask to negotiate with the casino.

I would like my full balance refunded as soon as possible, please.

I don't want to play at a casino like this anymore in the future.

Just looking for excuses.

Now you even just end the chat.

Gestern habe ich mehrere Auszahlungen beantragt, welche immer noch nicht überwiesen wurden, obwohl eine Auszahlung innerhalb von 24 h erfolgen soll.

Heute wurde ein weiterer Auszahlungsantrag in Höhe von 1000 Euro angeblich aufgrund technischer Probleme storniert.

Mein VIP Manager hat mir versichert, daß er das Problem beheben lässt.

Bisher ist nichts geschehen.

Der Support stellt sich mittlerweile dumm.

Ich habe zur Sicherheit eine Accountsperre für 24 Stunden eingerichtet.

Ich bitte um Verhandlung mit dem Casino.

Ich möchte bitte mein komplettes Guthaben so schnell wie möglich erstattet bekommen.

Bei so einem Casino möchte ich in Zukunft nicht mehr spielen.

Es wird nur nach Ausreden gesucht.

Mittlerweile beendet man sogar einfach den Chat.

Dear MatzeHe,

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

I don't accept the statement that it can take days and weeks! This is a stalling tactic and sad that CasinoGuru does not support its users!

Ich akzeptiere die Aussage nciht, dass es Tage und Wochen dauern kann! Das ist eine Hinhaltetaktik und traurig, das CasinoGuru seine Nutzer nicht unterstützt!

Dear MatzeHe,

I see that you informed our Forum team that you received your winnings. 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.

Best regards,

Kristina

Casino.Guru