BAQTO Casino - A retirada do jogador está atrasada.

I'm unable to withdraw 12000USD, and I can't get in touch with anyone.

The site itself seems to be up, but it's been about a week without any contact.

12000USDが出金できず、連絡もとれない状態です。

サイト自体は残っていますか、1週間ほど何も連絡がとれません。

Dear wasabiman, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Could you please advise when exactly did you make your withdrawal request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Have you ever had a successful withdrawal?

→Yes, I have successfully withdrawn about 1000 dollars.

Could you please confirm that you have passed the KYC verification?

→Yes, I passed the exam about 2 months ago.

Have you saved your winnings with or without an active bonus?

→Yes, I increased the amount I deposited without using any bonuses.

Could you please tell me when exactly you made the withdrawal request?

→2023/10/25.

これまでに引き出しに成功したことがありますか?

→はい、1000ドル程の引き出しに成功しています。

KYC検証に合格したことを確認していただけますか?

→はい、2ヶ月ほど前に合格しています。

アクティブボーナスの有無にかかわらず賞金を貯めましたか?

→はい、ボーナスなど一切使わず、入金した額を増やしました。

正確にいつ引き出しリクエストを行ったのか教えていただけますか?

→2023/10/25です。

Thank you for your response. Kindly specify what kinds of games you played. Was it slots, live casino games or sports betting?

Live casino games and sports betting.

ライブカジノゲームとスポーツベットです。

Thank you very much, wasabiman, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi wasabiman,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear BAQTO Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's withdrawal request hasn't been processed yet? When can the player expect to receive the winnings?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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.

Dear wasabiman,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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,

Natalia