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Good evening, I signed up on Betlivecasino.com and deposited 110 euros on March 29, 2024, to receive the 100% welcome bonus.

After fully adhering to the terms and conditions of the bonus, I completed the rollover and the money was transferred from the bonus balance to the main balance.

In the end, I had 1120.50 Euro in the main balance, which I withdrew on April 3, 2024.

I should also mention that my account is verified as I have submitted all the required documentation for making a withdrawal.

However, since then, there has been no communication from them, and their website states that their processing times are 4-5 working days for withdrawals.

I must have contacted them around ten times during this period, and I was always told that they have had many withdrawal requests and to wait.

Almost two weeks have passed, and my withdrawal is still pending.

I'm afraid this might be a scam site that doesn't pay, and I don't know what to do.

I also read in the bonus conditions that you can withdraw up to ten times the bonus amount, so everything seems to be fine there as well.

I hope you can help me

Thank you

Buonasera, mi sono iscritto sul sito Betlivecasino.com e ho versato 110 euro il 29 Marzo 2024 per ricevere il bonus di benvenuto del 100%.

Dopo aver rispettato totalmente i termini e condizioni del bonus ho effettuato il rollover e i soldi sono passati dal saldo bonus al saldo principale.

Alla fine sul saldo principale avevo 1120.50 Euro che ho prelevato in data 3 Aprile 2024.

Aggiungo che ho il conto verificato perchè ho mandato tutta la documentazione richiesta per effettuare un prelievo.

Comunque da quel momento nessuna comunicazione da parte loro e sul loro sito c'è scritto che le tempistiche sono di 4-5 giorni lavorativi per i prelievi.

Li avrò contattati in tutto questo periodo una decina di volte, e mi hanno sempre detto che hanno avuto tante richieste di prelievo e di aspettare.

Sono passate quasi due settimane e risulta ancora in attesa il prelievo.

Ho paura sia un sito scam che non paga e non so che fare.

Ho letto anche nelle condizioni del bonus che si può prelevare fino a 10 volte l importo del bonus e quindi è tutto ok anche li.

Spero mi possiate aiutare

Grazie

Hello andreadileone1503,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betlive Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Was it a casino or sports betting bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello and thanks for the timely response.

The account is verified with confirmation from them via email from April 2nd.

The bonus was on sports betting, I always spoke to them via chat and the last time was yesterday evening.

They always told me that there are so many requests and that my withdrawal has not yet been processed by their financial department.

The problem is that on their site they talk about 4-5 working days to process a withdrawal.

I'm afraid they'll find excuses not to pay, which is why I wrote to you

Thank you

Ciao e grazie per la risposta tempestiva.

L account è verificato con conferma da parte loro tramite email dal 2 Aprile.

Il bonus era sulle scommesse sportive, ho parlato con loro sempre tramite la chat e l ultima volta anche ieri sera.

Mi hanno sempre detto che ci sono tante richieste e che il mio prelievo non è ancora stato elaborato dal loro dipartimento finanziario.

Il problema è che sul loro sito si parla di 4-5 giorni lavorativi per elaborare un prelievo.

Ho paura trovino scuse per non pagare per questo vi ho scritto

Grazie

I contacted them just now and they said they will have more information between today and tomorrow.

I attach the screen of this part of the conversation.

But in the end they told me that it should be like this but they didn't promise me anything.

I don't know what to think honestly

Li ho contattati proprio ora e mi hanno detto che tra oggi e domani avranno maggiori informazioni.

Vi allego lo screen di questa parte della conversazione.

Però alla fine mi hanno detto che dovrebbe essere cosi ma non mi promettono nulla.

Non so che pensare onestamente

Hello andreadileone1503,

Can you please advise if there's been any update in the case? If still not, we will try to intervene.

Hi, unfortunately everything has remained the same.

I contact them almost every day and they always tell me the same things.

It's been 20 days and I don't know what to do

Thank you

Ciao, sfortunatamente è rimasto tutto uguale.

Li contatto quasi ogni giorno e mi dicono sempre le stesse cose.

Sono passati 20 giorni e non so cosa fare

Grazie

Thank you andreadileone1503 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving.

Regards,

Nick

Hello, thank you very much and we hope for the best

Salve, grazie mille e speriamo bene

Dear andreadileone1503,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Betlive Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hi, yes maybe it would be good to find a solution

I'll wait, thanks

Ciao, si magari sarebbe buono per arrivare ad una soluzione

Aspetto, grazie

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.

Hi, I apologize for not contacting you sooner.

But the withdrawal was finally processed a couple of days ago and everything is ok

Thank you very much for helping

Greetings

Salve, mi scuso per non avervi contattato prima.

Ma il prelievo alla fine è stato elaborato un paio di giorni fa ed è tutto ok

Grazie mille per l aiuto

Saluti

Dear andreadileone1503,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru