SportPesa Casino IT - El jugador tiene problemas con la retirada y la accesibilidad del sitio web.

Good day,

I came across your contact while I was searching for information about the Sportpesa website and I'm writing to you in hopes that you might be able to provide some clarification. About a month ago, I signed up to the site and immediately after verifying my account and having recharged it properly, I had a win and made a withdrawal with the payment method confirmed by them, for a certain amount. After a few days, since the money hadn't arrived yet, I went back on the site and saw it was re-credited. I called their poor customer service and was told that there had been a server error and I needed to redo it. So I redid the withdrawal, but the money still isn't coming through. I tried logging back in to check whether it was re-credited again, and the site is inaccessible! I contacted customer service again, and was told that the money was returned to my account due to a server error (again!) and that I had to make the withdrawal again. I reported that the site was unreachable and was told it was under maintenance and they didn't know when one could access it. Now, what happened with the withdrawal twice is already serious, but the site can't even be accessed anymore and they don't provide any other information. I wanted to know if you're aware of any issues with the site, and what kind they might be, to understand how to get my money back and potentially how and to whom to report the site for fraud.

Thanks in advance,

Anna Di Benedetto

Buongiorno

ho trovato il vostro contatto mentre cercavo informazioni sul sito Sportpesa e vi scrivo sperando che mi possiate dare qualche chiarimento. Mi sono iscritta al sito un mesetto fa circa e subito, dopo aver verificato il mio conto gioco e aver regolarmente ricaricato, ho avuto una vincita e ho fatto un prelievo, con il metodo di pagamento da loro confermato, di una determinata cifra. Dopo qualche giorno, siccome i soldi non erano arrivati, sono tornata sul sito e ho visto che erano stati riaccreditati. Ho contattato telefonicamente il pessimo servizio clienti e mi è stato detto che c'era stato un errore del server e che lo dovevo rifare. Rifaccio dunque il prelievo ma i soldi continuano a non arrivare. Provo a rifare l'accesso per controllare che non siano stati riaccreditati e il sito risulta inaccessibile! Ricontatto il servizio clienti e mi viene detto che i soldi sono tornati sul mio conto per un errore del server (di nuovo!) e che devo rifare il prelievo. Gli segnalo che il sito è irraggiungibile e mi dicono che è in manutenzione e che non sanno quando si potrà accedere. Ora, già è gravissimo quello che è successo col prelievo per ben due volte, ma adesso non si può più nemmeno accedere e loro non danno nessun'altra informazione. Volevo sapere se a voi risulta che il sito abbia dei problemi, e di che genere, per capire come fare per riavere i miei soldi e a chi e come eventualmente segnalare il sito per truffa. 

Grazie in anticipo

Anna Di Benedetto

Dear annadibi71,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

When was the last time you logged into your casino account?

When did you notice that the website could not be accessed anymore?

Please forward any relevant communication between you and the casino regarding your issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Best regards

Veronika

Good morning,

Thanks for the reply.

I last accessed it on Wednesday 19 July when I redid the withdrawal after the previous one had been credited back to my gaming account. On Friday 21st, when I saw that nothing had arrived yet, I tried to log in but since then it has been impossible

Buongiorno,

grazie per la risposta.

L'ultimo accesso l'ho fatto in data mercoledì 19 luglio quando ho rifatto il prelievo dopo che mi era stato riaccreditato sul conto gioco quello fatto in precedenza. Venerdì 21, quando ho visto che ancora non mi era arrivato nulla ho cercato di accedere ma da allora risulta impossibile

I tried to access the website and got redirected to Betic.it. It seems like it is owned by the same company - Goldplay S.r.l. Have you tried to log into the new website with your name and password from SportPesa to see if it works the same? Please let me know.

Dear annadibi71,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.