BetOriginal Casino - El retiro del jugador se ha retrasado en Betoriginal.

Good day,

I received a bonus drop of €30 at Betoriginal, which I used and subsequently withdrew the highest possible amount (5x bonus value), resulting in a €150 bank transfer. According to the site, the KYC process was successfully completed. Usually, casinos in this group require an additional KYC via email and link. Since I no longer have access to my old email address, I have already emailed the casino over six times requesting them to change my email and process my withdrawal. Unfortunately, I haven't received a single response. I even contacted the sister casinos via live chat, but none were willing to help. They merely replied that they could only assist with issues pertaining to their own casino and made no effort to help.

Guten Tag,

ich habe bei Betoriginal ein Bonusdrop erhalten in Höhe von 30€ und habe diesen umgesetzt und mit dem höchstmöglichen Wert (5x Bonuswert) 150€ ausgezahlt per Banküberweisung! KYC wurde laut der Seite erfolgreich durchgeführt! Meistens wollen, die Casinos der Gruppe nochmal per Mail und Link erneut eine KYC durchführen! Da ich auf meine alte E-Mail Adresse keinen Zugriff mehr habe, habe ich dem Casino bereits über 6x mal eine Mail mit der bitte , meine Email zu ändern und meine Auszahlung durchzuführen! Leider habe ich nicht ein einziges Mal eine Antwort erhalten! Habe die Schwestercasinos auch angeschrieben per live chat, aber keins war bereit mir zu helfen und antworteten nur, dass die mir nur in ihrem Casino helfen können und nicht versucht zu helfen!

Dear Axelone94,

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. 

• Could you please clarify how the email address influences the current withdrawal?
• Do I understand correctly that you requested this withdrawal on July 18?
• Have you made any successful withdrawals before? 

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,

Kristina

Good day,

Often they want other documents and in order to verify these, you receive a link via email that you can then upload! For example, in my case, they could ask for proof from the bank I want to pay out to!

No, I have never paid out there

Guten Tag,

des öfteren ist es so, dass die noch andere Dokumente wollen und um diese zu verifizieren, bekommt man per Mail einen Link zugesendet indem man diese dann hochladen kann! Zum Beispiel in meinem Fall könnten sie Nachweise von meiner Bank verlangen, auf die ich auszahlen möchte!

Nein ich habe dort noch nie ausgezahlt

Thank you very much for your reply, Axelone94. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes, I can do that, but as I said, I never received a single answer! A few days ago I cancelled the withdrawal via bank transfer and made it via token, hoping that something would happen, but unfortunately nothing! The casino is offering new deposit bonuses, which means that someone has to run the site, but probably just to keep money

Ja kann ich machen, aber wie gesagt, ich habe nie auch nur eine einzige Antwort erhalten! Habe vor paar Tagen die Auszahlung per Bank Transfer storniert und per jeton gemacht, in der Hoffnung dass dann was geschieht, aber leider nichts! Das Casino bietet aber neue Einzahlungsbonus an, dass heißt ja irgendwer muss die Seite ja noch betreiben,aber wahrscheinlich nur um noch Geld einzubehalten

Thank you very much, Axelone94, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Axelone94!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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. 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 might 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. In the meantime, I recommend you contact the EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Kahnawake Gaming Authority itself (complaints@gamingcommission.ca). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team