Betsolino Casino - Депозит гравця затримано.

I deposited to Betsolino casino on December 14 and the money was not deposited in my account at that casino. I have tried many times to contact anyone from the casino with no success. I have tried on the site a few times with there supposedly live chat that there is no one who responds and you have to leave a message in which I did. Then I sent email so their support email address multiple times with no response back. I have included screenshots of my Mifinity transaction and some emails of me trying to contact someone from the casino , and me trying to contact someone on the live chat and leaving a message, there were too many too include all of my tries on the screenshots below. This is so not fair that they have stole from me.

Dear dianetinga,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with Betsolino Casino regarding your deposit.

We appreciate you providing screenshots of your Mifinity transaction and your attempts to contact the casino through live chat and email. To help us proceed with this case, could you clarify a few points:

• Was this your first deposit at Betsolino Casino, or have you successfully deposited funds there in the past?
• Have you already contacted Mifinity, your payment provider, to investigate the status of the transaction? If so, what was their response?

Your cooperation is crucial for us to address this matter effectively. While we will reach out to the casino on your behalf, please note that if the funds were lost during the transaction, it may take some time for the payment provider or the casino to locate and resolve the issue.

If you have any additional communication or documentation that could support your case, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 48 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 900 complaints.

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

This was my first time depositing to Betsolino casino.

I have reached out to Mininity to make sure that they deposited the money to Betsolino and they did so. I have included the screenshot of that conversation I had with Mifinity.

I completely empathize with your frustration, dianetinga. As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 20 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds.

Thank you in advance for your patience and understanding.

If the casino had good intentions in so called finding or crediting my account with the funds that were clearly deposited to their casino, then why have they not reached out to me AT ALL to discuss the matter?

That is a long time for the casino to figure out this.. What if every casino acted this way? There has got to be better protection for the player!!!!

I don't appreciate how long this is taking to come to what end result even from your part?

Hi dianetinga

I completely understand your frustration, and I truly sympathize with the situation you’re in. It must be very upsetting to feel like your deposit hasn't been properly addressed, especially when you've done everything correctly.

However, please keep in mind that the casino might be communicating with the payment provider to resolve the issue rather than contacting you directly. In many cases like this, casinos rely on their payment providers to track and verify transactions, which is why you may not have heard from them directly.

At this point, unfortunately, there is not much more we can do from our side. The lost deposit is most likely with the payment provider, and this is a standard procedure we follow to ensure everything is handled in the right way.

However, it's important to note that Betsolino Casino has a No Reaction Policy with us, which means they often do not respond to our attempts to mediate complaints. Given this, while we will try to assist you, it is important to manage expectations as they may not engage with us or resolve the issue directly.

We will check back with you around January 14th to see if there have been any updates on your case.

Thank you for your understanding

EXCUSE ME? I TOLD YOU AND SHOWED YOU ABOVE THAT THE PAYMENT PROVIDER DID PROVIDE PAYMENT TO BETSOLINO CASINO!!!! I feel I am talking to a brick wall with you guys here on Guru, and your basically saying you can't do anything about this in the end anyway..

""At this point, unfortunately, there is not much more we can do from our side. The lost deposit is most likely with the payment provider, and this is a standard procedure we follow to ensure everything is handled in the right way."" THIS IS WHAT YOU SAID I TOLD YOU I CONTACTED Payment provider!!!

I feel I want to make a complaint against you guys now for being so incompetent!

Hi dianetinga,

Thank you for your message, and I understand your frustration. I’m sorry that this process has been so upsetting for you, and I do truly empathize with the situation.

However, please allow me to clarify one more time. As per our standard procedure, we typically ask players to wait 30 days from the date of the deposit before we intervene in cases like this. This allows us to give sufficient time for both the payment provider and the casino to address the issue, as payment processing can sometimes take longer than expected.

I understand that you have already contacted the payment provider, and I appreciate that. However, as per our usual process, we are unable to take further action until this 30-day window has passed.

If you still feel that you would like to file a complaint against us, that is absolutely your right. We take feedback seriously, and we are always open to hearing how we can improve our services.

Please rest assured, once the 30-day period has passed, we will re-assess the situation and follow up with you. I hope this clears up any misunderstanding.

Thank you for your understanding.

it says that Betsolino is licensed under Costo Rica so does that mean that licensing holds no help in these situations?

Hello dianetinga,

I’m sorry to learn that there hasn’t been any progress since your initial deposit on December 14, 2024.

Regarding your question about Costa Rica licensing, unfortunately, a Costa Rica license is unlikely to provide the necessary support in cases like yours. While licensing is important for ensuring certain standards, it doesn’t always help with specific issues like deposit non-credits, especially if the casino isn’t fully compliant with global regulatory frameworks.

To move forward, could you kindly share a copy of your bank statement highlighting the deposit? Please ensure the statement covers the period from the day of the deposit up until now, showing that the funds were deducted from your account without being refunded. This will allow us to investigate the issue more thoroughly.

Thank you for your cooperation, and I look forward to your response.

I really hate to show the world the privacy of my bank statement and what is in it.. I did make a copy of all the transactions since the December 14th when I deposited to Betsolino, but I not sure I want to display that information on here.

here is the receipt from Mifinity again for now.

also here is to date my Betsolino account screenshots

Hi dianetinga,

Thank you for your response and for providing the receipt from Mifinity and the updated screenshots of your Betsolino account.

I completely understand your hesitation to share your bank statement. Please rest assured that if you choose to send it, your privacy will be fully respected. The document will remain confidential and will not be shared with anyone else. Additionally, you are not required to upload it directly to the complaint. For this purpose, I provided my email address petronela.k@casino.guru in the very first message, so you can send it securely and privately.

The bank statement is essential for confirming that the funds were deducted without being refunded.

Thank you.

I have downloaded the information from my bank and I have it ready to send, but ultimately after you get the information and see the money was not returned to me, what will that do? how will it affect this case? will it really help? If they continue not to reply to you, then there is nothing you can do about this? is this not correct?

Dear dianetinga,

I truly appreciate your cooperation and understand your concerns.

To answer your question, the reason I’m requesting the bank statement is to ensure that this complaint is fully justified before I take any further action. If the funds truly haven’t been refunded, this will solidify your case against the casino and help us proceed with confidence.

Additionally, reviewing the statement might reveal details that you might not have noticed—there’s always a small chance that the money arrived but was mislabeled or overlooked. My ultimate goal is to provide you with as much support as possible, and having all the facts is essential for that.

If the casino continues to ignore us after we verify the situation, I will mark the complaint as unresolved and assign black points to their rating, which publicly reflects their handling of the case. This process can discourage similar behavior in the future and warn other players.

I understand how frustrating this process can be, and I’m here to help in any way I can. Please feel free to send the document when you’re ready—I’ll make sure it remains entirely confidential and is only used to assist with your case.

Thank you for trusting me with this.

The email you gave up top there did not work.. I found this one

petronela.k@casino.guru and it went through.. so hopefully you get the email I sent.....

Dear dianetinga,

Thank you for your message.

I see that you’ve sent a bank statement from the 20th of December, but the deposit was placed on the 14th, which is why it isn’t visible on the statement. Could there be a possibility that the transaction didn’t go through at all?

I noticed the last page I sent showed the transactions until the 21st, though i see it did not download properly. so here is that bank statement showing my deposit on the 14th. Also again, here is the copy of Mifinity payment receipt stating they deposited 20$ to Betsolino from my account on December 14th.

I see this is all blurry and it is screenshot because it wouldn't let me take the actual file and post on here for some reason. So I will send this to your email account.

Thank you very much, dianetinga, for providing all the supporting evidence and bank statements.

Dear Betsolino Casino Team,

We understand that your casino follows a No Reaction Policy on our website, but without your cooperation, resolving this issue has become increasingly difficult.

I would like to kindly invite Betsolino Casino’s representatives to join this complaint thread and provide any information that could assist in investigating the lost deposit in question.

• Could you please help us look into this matter and provide any relevant details regarding the deposit?

Thank you in advance for your response and cooperation.

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.

All my efforts , This was a waste of time. They stole money from me like criminals that should be punished... but no ,, somehow in this fantasy casino world they get away with such things??????

Dear dianetinga,

We truly understand how frustrating this situation must be for you. You've provided all the necessary documents and proof to support your case, and based on everything we've reviewed, we can confidently say that you are in the right.

Unfortunately, despite our repeated attempts to reach the casino, they have not responded, which leaves us unable to assist you further. Without their cooperation, we cannot push this case to a resolution, which is deeply frustrating for us as well.

We sincerely appreciate your patience and the effort you've put into this process. While we have to close your complaint as ‘unresolved,’ please know that the casino can still reopen it at any time if they decide to respond.

Thank you for trusting us with your case. We truly wish we could have done more for you. If you ever need assistance in the future, don’t hesitate to reach out.

Best regards,

Petronela

Casino.Guru