Betsolino Casino - Вывод выигрыша игрока задерживается.

The chat is continually "overloaded," so you need to write an email, which goes unanswered. The customer service is also silent, with no responses to inquiries or the email containing all documents for verification.

Chat ist stetig "überlastet", so dass man eine Mail schreiben muss, diese wird nicht beantwortet. Der Kundendienst ist ebenfalls still, keinerlei Rückmeldungen auf Fragen oder die Email mit allen Dokumenten zur Verifizierung.

Dear namenlosewaage,

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 namenlosewaage,

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.

Hello Mick

Thank you very much for your message. There has still been nothing from betsolino Casino. No email, no contact via chat, nothing. Everything is ignored.

I'll be glad if you stick with it.

Mfg

Barbara

Guten Tag Mick

Besten Dank für Ihre Nachricht. Es hat sich noch immer nichts getan von Seiten betsolino Casino. Keine Mail, keine Kontaktaufnahme via Chat, nichts. Es wird alles ignoriert.

Ich bin froh, wenn Sie dranbleiben.

Mfg

Barbara

Dear namenlosewaage,

Do I understand it correctly that you are trying to verify your account?

Was the processed initiated by you or the casino and when did it begin exactly?

If possible, please forward any communication related to this case so far to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Good day, thank you for your feedback.

I have forwarded you various emails to the address provided.

With kind regards and best thanks

Barbara Hugg******

Guten Tag, vielen Dank für Ihre Rückmeldung.

Ich habe Ihnen diverse Mails an die genannte Adresse weitergeleitet.

Mit freundlichen Grüssen und bestem Dank

Barbara Hugg******

Thank you namenlosewaage for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear namenlosewaage,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betsolino Casino representative to join this conversation.

Dear Betsolino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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,

Mirka