Betsolino Casino - El jugador cree que el reintegro se ha retrasado.

After verification and numerous chat messages, I keep receiving the same excuse.

Nach verifizierung und etlichen Chat Nachrichten kommt ständig die selbe Ausrede.

Dear vakah86,

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

Dear vakah86,

Have you received your withdrawal from the casino yet?

No, unfortunately I haven't yet. Even after asking several times, I get the same answer. They're working on it....

Nein Habe ich leider noch nicht. Auch nach mehrmaligen Nachfragen kommt die selbe Antwort. Sie arbeiten dran ....

what happens now?

was passiert denn nun?

Thank you for your reply, vakah86. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please advise us on the current status of your withdrawal request? Is it still marked as pending?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

To be honest, I've given up hope. The complaints about Betsolino are piling up and unfortunately nothing is happening. But here are your questions, of course.

• Have you ever made successful withdrawals?

No! This was my first time.

• Can you please let us know the current status of your withdrawal request? Is it still marked as pending?

Unfortunately nothing has changed, it is still on "pending".

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

With a welcome bonus. After a successful wager, I played a little longer until I wanted to withdraw 300 euros.

The casino's communication takes place exclusively via the live chat named Irina.

Unfortunately, it can only handle pre-written text blocks. "You should send an email" - I did this twice.

Unfortunately unsuccessful.

I take screenshots of every conversation with Irina, unfortunately - as I said - nothing new.

Hallo,

ich habe ehrlich gesagt die Hoffnung aufgegeben. Die Beschwerden über Betsolino häufen sich und es passiert leider nichts.Aber hier natürlich ihre Fragen.

• Haben Sie schon einmal erfolgreiche Abhebungen vorgenommen?

Nein! Dies war mein erstes mal.

• Können Sie uns bitte den aktuellen Status Ihrer Auszahlungsanforderung mitteilen? Ist sie immer noch als ausstehend markiert?

Daran hat sich leider nichts geändert, es steht weiter auf "pending".

• Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?

Mit einen Willkommensbonus. Nach erfolgreichem Wager habe ich noch etwas weiter gespielt bis ich dann 300.-Euro auszahlen wollte.

Die Kommunikation des Casino`s geht ausschlie´ßlich über den Live Chat Namens Irina.

Sie kann leider auch nur Vorgefertigte Textbausteine. "Man sollte eine Email senden" , dies tat ich zwei mal.

Leider erfolglos.

Ich Screenshote jedes Gespräch mit Irina , leider - wie gesagt - nichts neues dabei.

I tried again today and sent an email (again). This was the third email.

Ich habe es heute nochmals versucht , auch eine Email (wieder) gesendet.Es war die 3 Email nun.

Thank you very much, vakah86, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi vakah86,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Betsolino Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's withdrawal request has been pending for almost a month and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

Today I asked "Irina" again in the live chat, since Betsolino had already contacted me about another complaint.

Unfortunately there is no news regarding my withdrawal request.

Hallo,

Ich habe Heute mal erneut Nachgefragt bei "Irina" im Live Chat, da Betsolino sich ja bei einer anderen Beschwerde ja gemeldet hat.

leider gibt es nichts neues bezüglich meiner Auszahlungsanfrage.

Thank you for your inquiry. Please be advised that the matter is currently under investigation. We will update you with the findings and any further information as soon as the investigation is concluded.

Thank you for your patience and understanding.

Dear Betsolino Casino, please let us know if you have any updates for the complaint.

Hello,

I've tried the live chat a few more times, but I'm just told that no employee is available. This has been going on since Friday, August 16, 2024.

In short: I haven't learned anything new to date. Unfortunately, nothing has changed in my payout status either.

Everything looks very unsuccessful.

Hallo,

ich habe es jetzt noch ein paar mal im Live Chat versucht , jedoch wird mir nur mitgeteilt das kein Mitarbeiter verfügbar ist. Dies geht nun schon seit Freitag de 16.08.24 so.

Kurzgesagt: Ich habe bis Heute nichts neues Erfahren. Geändert hat sich leider auch nichts an meinem Auszahlungsstatus.

Sieht alles sehr erfolglos aus.

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.

Dear vakah86,

As you can see the casino hasn't reacted to our messages nor provided us with any information. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under a Costa Rica license, which has vague regulations for online gambling 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 that you choose casinos based on 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,

Natalia