CryptoBetSports Casino - El retiro del jugador se retrasa.

Last Saturday, 08/03/2024, my withdrawal to my Jeton account was reported as successful by the casino. However, I have yet to receive my money. On Monday (08/05), I was informed that there were issues and that I would receive my money by Friday (08/09). Today, I still haven't received my money and the casino just told me that there are problems and I should wait.

letzten Samstag 03.08.2024 wurde meine Auszahlung auf mein Jetonkonto als erfolgreich durch das Casino gemeldet. doch bis heute habe ich mein Geld nicht erhalten. Am Montag (05.08.) wurde mir gesagt, es gäbe Probleme und bis Freitag (09.08.) erhalte ich mein Geld. Heute habe ich mein Geld nicht erhalten und das Casino teilte mir nur mit, dass es Probleme gibt und ich warten soll.

Dear xxcc86,

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, 

Veronika

My account is fully verified and I was informed that withdrawals take 12 hours

Mein Konto ist vollständig verifiziert und mir wurde mitgeteilt, dass auszahlungen 12 Stunden dauern

Withdrawals typically have a shorter processing time than the 14 days mentioned above. However, unexpected issues can sometimes cause delays. Based on our experience, most payments are received within two weeks. Therefore, we recommend that players wait up to 14 days for their payment to appear in their account before submitting a complaint.

Can you please provide me with an update on the current status of your cashout request?

Thank you very much for your help!

I still haven't received any money or a date when the money will be paid!

Best regards

Vielen Dank für deine Hilfe!

Ich habe weiterhin keine Geld erhalten oder einen Termin, wann das Geld gezahlt werden soll!

Viele Grüße

Thank you very much, xxcc86, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi xxcc86,

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 CryptoBetSports Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed?

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

After you turned it on, you got an immediate response from the casino, really great of you. But a shame for the casino...

Answer from the casino:

"We have identified the cause of the issue and are addressing it as a top priority."

Nach eurem einschalten, gab es direkt eine Antwort vom Casino, echt super von euch. Aber eine Schande für das Casino...

Antwort vom Casino:

"We have identified the cause of the issue and are addressing it as a top priority."

Hi xxcc86,

We are actively working on the case to resolve it as quickly as possible. We understand how frustrating this situation is for you and appreciate your patience. Rest assured, we are committed to getting this resolved for you. We will be in contact as soon as we have a resolution and will keep you updated.

Thank you for the fast response, CryptoBetSports Casino. We'll be waiting for the updates from you.

ctyptobetssport told me that it would now be easier to withdraw via crypto and not via jeton. I sent my wallet to the casino again, which was confirmed. But I haven't received the money yet...

ctyptobetssport hatte mir mitgeteilt, dass es nun einfacher wäre, per crypto auszuzahlen und nicht über jeton. meine Wallet hatte ich nochmal dem casino übermittelt, was auch bestätigt wurde. Das geld habe ich aber noch nicht erhalten...

I have received my money in full. Thank you for your great help

Ich habe mein Geld vollständig erhalten. Vielen Dank für die tolle Hilfe

Hi xxcc86

Glad to hear you have now received the funds, apologies once again for the delay, and thanks for your patience.

Have a good evening and a great weekend 🙂

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, xxcc86, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Natalia

Casino.Guru