Betsolino Casino - Povlačenje igrača je odloženo i ne adresirano.

On the 21st, I requested the withdrawal of €152 from the account that is still pending. No one in the casino's chat has ever responded, nor have they replied via email. It is my money, and I want it back, as the deposits were quick and I didn't play a single bonus; it was all my own money. No one is answering me or paying attention, and I have submitted all the documentation, but I still haven't received a response. I don't know whether to think that this casino is a scam or what. I need help.

El día 21 solicite la retirada de 152€ de la cuenta que aparece en pendiente, en el chat del casino nadie ha contestado nunca y tampoco por correo electrónico, es mi dinero y quiero recuperarlo ya que los ingresos fueron rápidos y no jugué ni un solo bono , todo era dinero mio, nadie me contesta ni me hace caso y colgué toda la documentación,pero sigo sin respuesta, no se qué hacer si pensar que ese casino es una estafa o que , necesito ayuda

Dear carliss89,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear carliss89,

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.

At the moment I have not received any news from the casino, no email or anything, and I would like to receive the money.

De momento no he recibido noticias alguna del casino ni correo ni nada y me gustaría recibir el dinero

Hello

Hola

Hello, I have not yet received any response to any email or live chat from this casino, which smells like a scam to me, I would like to get my money back, since the deposits are instant and they do not put up any issues but the withdrawals are taking too long, and it makes me even more angry not to receive any response from the casino or anything, the only thing I have received is an email from a deposit promotion, just that, and I already feel a little cheated to be honest, and it was €152 in profits that I had without any kind of bonus or anything, just profits with my deposits, I hope you can help me

Hola aún no he recibido respuesta alguna a ningún correo ni a ningún chat en vivo por parte de este casino , lo que me huele a estafa, querría recuperar mi dinero, ya que los depósitos son instantáneos y no ponen pegas pero los retiros se están demorando demasiado , y me cabrea aun más el no recibir ninguna respuesta por parte del casino ni nada, lo único que he recibido es un correo de una promoción de depósito, solo eso , y ya me siento un poco engañado la verdad, y eran 152€ de ganancias lo que tenía sin ningún tipo de bono ni nada solo ganancias con depósitos míos, ojalá puedan ayudarme

I understand your frustration.

• Could you please share a screenshot of your withdrawal request with the link to the casino website visible?
• Could you please explain which games you played to your knowledge? (slots, live games)
• Could you please share your attempt to communicate the issue with the casino?
• Share screenshots here or send the information to my email at tomas@casino.guru

It won't let me take a screenshot of the conversations or anything, the withdrawal keeps appearing as pending and I've never contacted anyone from the casino, it's a textbook scam, I don't know what to do anymore, they are fast to collect but not to withdraw money that is yours, I'm pissed off

No me deja hacer captura de pantalla ni de las conversaciones ni nada, el retiro sigue apareciendo como pendiente y nunca he contactado con nadie del casino, es una estafa de manual, no se qué hacer ya, para cobrar si son rápidos pero para retirar dinero que es tuyo no, estoy cabreado

I will try to take photos with another phone and send them to you so you can see how it is since I can't take a screenshot.

Intentaré hacer fotos con otro móvil y enviaros para que veáis como está ya que no puedo hacer captura

Dear carliss89

I haven't received any information from you supporting your complaint via email.

My email is tomas@casino.guru

I'll await your reply.

I have already sent them to you by mail, it is still pending and today is 1 month since I requested the withdrawal, it sounds like a textbook scam to me.

Ya te las he enviado por correo, sigue aún en pendiente y hoy hace 1 mes que pedí el retiro, me suena a estafa de manual

Dear carliss89,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Betsolino Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Betsolino Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.