Betsolino Casino - Os ganhos dos jogadores estão sendo atrasados.

Hello, I deposited €35 and won €330, but now the casino is not responding.

I have already sent several emails, and they are ignoring my withdrawal request.

Hallo ich habe 35€ Eingezahlt und 330€ Gewonnen nun Antwortet das Casino nicht

Ich habe schon mehrere Emails geschrieben und Sie ignorieren meine Auszahlung

Dear can_fuerlinger,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify when exactly you submitted your withdrawal request?

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

Could you please confirm if you passed the full KYC verification?

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

Best regards

Veronika

I played with a bonus and completed the wager successfully.

The withdrawal request was made more than 48 hours ago.

And the verification has not yet been confirmed. I have already submitted the documents via email and have not received a response.

Ich habe mit Bonus gespielt und den Wager erfolgreich abgeschlossen.

Die Auszahlungsanfrage ist jetzt mehr als 48h her .

Und die Verifizierung wurde noch nicht bestätigt ich habe schon die Dokumente per Emails eingereicht und keine Antwort bekommen.

Thank you for your reply. Usually, we recommend players wait up to 14 days for their winnings to appear in their bank account. Moreover, for your first withdrawal request to be approved, you have to pass the verification first. The KYC verification is an essential process during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Have any of your documents been approved in the meantime?

Dear can_fuerlinger,

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.

To this day I still have not received my money.

I successfully passed the KYC verification 1 week ago.

The payout is delayed by weeks, I don't understand that!

Bis heute habe ich immer noch nicht mein Geld erhalten.

Ich habe die Kyc Verifizierung vor 1 Woche erfolgreich bestanden.

Die Auszahlung verlängert sich um Wochen das verstehe ich nicht!

Thank you for your response. Please send me the screenshot of your transaction history showing your most recent withdrawal request. Could you please specify what its current status is? Is it pending or has it already been processed by the casino?

Dear can_fuerlinger,

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.