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After I applied for the payout, I verified myself directly, which was also relatively quick, but since then the payout is on pending then the duration was 2 days now it's 2 weeks and the support is neither available on the website nor by email!

nach dem ich die auszahlung beantragt habe habe ich mich direkt verifiziert was auch relativ fix ging jedoch seitdem ist die auszahlung auf pending damals gesagte dauer 2 tage jetzt sind es 2 wochen und der support ist weder auf der website noch per email erreichbar !

Dear jann123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

no the payment is still pending but what makes me suspicious is that the customer support of the site is not available in any way

nein die auszahlung ist noch pending aber was mich stutzig macht ist dass der kunden support der seite auf keinem wege erreichbar ist

Thank you very much, jann123, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Jann123,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BetVili Casino to the conversation to participate in the resolution of this complaint.

hello betvilli customer service has finally dealt with me and I have received the money! there seems to have been technical problems, which is why they were inaccessible for 2 weeks now but everything as usual, quick answers etc!

hallo der betvilli kundenservice hat sich jetzt endlich mit mir ausseinander gesetzt und ich habe das geld erhalten ! es scheint technische probleme gegeben zu haben wesegen sie 2 wochen unnereichbar waren jetz aber alles wie gewohnt schnelle antworten etc !

Thank you Jann123 for the update. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter

Thank you Jann123 for the update. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter