Betsolino Casino - Затримка зняття коштів

Hello, on 12/14/2024, I requested two withdrawals of €500 each after I fully met the wagering requirements for my received bonus. Now, for days, the status just says "Pending" with no progress. The live chat is the worst because no matter when you come online, there's no response except being told to send an email, which also goes unanswered. I uploaded my documents, which was quite a task since it barely worked, so I also sent my ID via email and still received no response. I've played at so many online casinos, but this is anything but normal and is by far the worst casino I've ever seen. Customer service is utterly terrible, and it all seems fake.

Hallo, ich habe am 14.12.2024 zwei Auszahlungen a 500€ beantragt nachdem ich meinen erhaltenen Bonus komplett umgesetzt habe. Jetzt steht halt seit Tagen nur "Pending" und nichts tut sich. Der Livechat ist das allerletzte weil man online kommen kann wann man will und keine Reaktion kommt außer das man eine Mail schreiben soll wo dann ebenfalls keine Antworten kommen. Meine Dokumente habe ich hochgeladen, was schon ein Akt war da es so gut wie gar nicht funktioniert, so das ich meinen Ausweis ebenfalls per E-Mail gesendet habe und auch hier keine Reaktion. Ich habe bereits in so vielen Online Casinos gespielt, aber das ist alles andere als normal und ist mit Abstand das schlechteste Casino was ich je gesehen habe. Kundenservice ist der letzte Schrott und es sieht alles nach Fake aus .

Dear Chrisspielt81,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Chrisspielt81,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I submitted the complaint after waiting for days and not receiving any response to any of my messages. No response in the chat and no response by email. I tried several times to get some kind of response, not to my question as to whether my documents were OK for verification or to the question as to how the payout would look. And here too, it took until the last day for a response. Maybe just be customer-friendly and respond in the chat or answer questions, then there's no need to complain. And so far nothing has happened!!! Nothing since December 14th when I requested the payout!!! Still pending. This is ridiculous and more than dubious!!!!

Ich habe die Beschwerde eingereicht nachdem ich Tage lang gewartet habe und es keinerlei Reaktion auf irgendwelche Nachrichten von mir gegeben hat. Keine Reaktion im Chat und keine Reaktion per E-Mail. Also ich habe mehrfach versucht irgendwie eine Reaktion zu bekommen, nicht auf meine Frage ob meine Unterlagen für die Verifizierung in Ordnung sind noch auf die Frage wie es mir der Auszahlung ausschaut. Und hier hat es ja auch bis auf den letzten Tag gedauert bis dann mal ne Reaktion kommt. Vielleicht einfach mal Kundenfreundlich sein und eine Reaktion im Chat geben oder auf Fragen antworten, dann braucht man sich auch nicht zu beschweren. Und es hat sich bis jetzt auch noch nichts getan!!! Seit dem 14.12 als ich die Auszahlungen beantragt habe nichts!!! Immer noch Pending. Das ist lächerlich und mehr als unseriös!!!!

Oh, I misunderstood, I thought it was a response from betsolino. No, I haven't received a payment, nor have I received any information or responses to my messages. I'm not even accepted in the live chat, but am referred directly to email contact, where there is no response either.

Oh habe das falsch verstanden, dachte es wäre eine Antwort von betsolino gewesen. Nein ich habe weder eine Zahlung erhalten noch bekomme ich irgendwie Informationen oder Reaktionen auf meine Nachrichten. Ich Live Chat wird man überhaupt nicht angenommen sondern direkt auf E-Mail Kontakt verwiesen wo dann aber ebenfalls keine Reaktion kommt.

Is there anything new? Lg

Gibt es schon was neues ? Lg

Thank you Chrisspielt81 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Chrisspielt81 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betsolino Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

What's the point of that? The casino has a bad rating anyway, so they won't care.

Was soll das bitte bringen? Das Casino hat eh ne schlechte Bewertung das wird die nicht interessieren.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino operates under a license which doesn't offer any way to further escalate your complaint so unfortunately we're unable to assist further.

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter