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Good day,

My complaint is about the Betvip casino, with the website betvip.mx.

On Saturday night, I played 2 rounds of roulette.

I placed a bet of 1000, which was a winner

and another bet of 2000, which was also a winner.

The problem is that my winnings were not credited to my balance. Reviewing the game history, it clearly states that both bets were winners.

I filed a case with the casino, but they just tell me that it is under review. They gave me a 24-hour response time, but they just keep dragging it out.

Buen dia

Mi queja es del casino Betvip , con sitio web betvip.mx

El sabado por la noche jugue 2 rondas de ruletas

1 apuesta de 1000, la cual fue ganadora

otra apuesta de 2000 la cual fue tambien ganadora

el problema es que no se me acreditó el premio en mi saldo, revisando el historial del juego, claramente dice que ambas apuestas fueron ganadoras.

levante un caso un el casino pero solo me dicen que esta en revision , me dieron tiempo de respuesta 24 hrs pero asi se la van llevando

Dear arevalo199025,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you only experienced this once with one specific game? 
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi how are things

Screenshots annex

The problem was with Skyline Roulette from provider Ezugi

In the game history both plays appear as winners

Hola que tal

Anexo capturas

el problema fue en Skyline Roulette del proveedor Ezugi

En el historial del juego ambas jugadas aparecen como ganadoras

Following up, they had told me that today at 11am they would credit me the balance, which was not the case. I contacted support and they told me again that it is still under review.

Dandole seguimiento, me habian comentaron que hoy a las 11am me abonaban el saldo, cosa que no fue asi, contacté a soporte y me vuelven a decir que sigue en revision

I attach a screen where they tell me that it is still under review.

Adjunto pantalla donde me comentan que sigue en revision

Thank you for your reply, arevalo199025. Unfortunately, issues like this need to be discussed with game providers and it can take some time until they find out what happened. I would recommend that we give it a few more days so that the casino and the game provider have enough time to investigate the situation.

I will keep this complaint open and if there is no development within a week, please get back to us and we will intervene. Thank you.

Dear arevalo199025,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.