SportsBettingOnline Casino - El retiro del jugador se retrasa.

I have requested a payment of $1,000 in polka coin. They are not paying me. I could really use help. They keep giving me the run around. I submitted this payout request 13 days ago.

Dear joenonyx,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

My account is verified. I don’t believe I’ve made a withdrawal with them before. No I didn’t receive a bonus. The cancelled withdrawal was due to their lack of communications. They were charging me $50 to withdraw the money, so I had cancelled the withdraw and I had hit another couple bets. Like I said, I was trying to make the withdraw for free, but it doesn’t seem they will do anything for free.

I’ve also spoken with two customer service representatives, Wendy and Karen A. They have both told me on multiple occasions everything is good to go that the processor just needs to send the request. And the processing manager is Dave J. Karen gave me Dave J’s email which was davej******000@gmail.com. When I emailed him the email was returned to sender. They told me not this past Sunday, but the one before the money should be processed no later than Tuesday which would’ve been September 4th. It’s been 2 whole weeks now. I’ve read similar complaints from people and many people have given up on being paid. I hope you can help.

Just an update. I called them today at their 855GO4BETS number and Karen told me she doesn’t know if I’ll get paid. Apparently this is a common problem and word needs to be spread that they don’t pay their winners.

Dear joenonyx, have you received your money?

No I haven’t

I’ve been sent endless messages about being paid and at the top of their list, but no payment to follow. I believe I submitted the messages to you. If you need more proof of correspondence I can send you messages.

Thank you very much, joenonyx, for providing the necessary information. 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 joenonyx,

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 SportsBettingOnline 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 what is the current status of the player's withdrawal request 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

They moved the money out of my account Monday morning, according to their email they pressure the processor to pay me quickly, but I still don’t have the funds in my crypto wallet. At this point it’s been over a month, so I am hoping in the next month I’ll have the money.

Just so you’re aware. I am still unpaid. This saga has been going on for over a month now.

And I still haven’t been paid.

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.

So clearly they’re not responding. My money has been removed from my account and according to their customer service has been awaiting a "processor" to pay me. That was 16 days ago. Is there any route I can take. They responded to my latest inquiry with some other bs excuse and offered me $50 of free play with no rollover for the inconvenience. Which truthfully is laughable. Why would I bother placing wagers when I can’t get paid with the funds I actually put into the account? Is there any other avenue I am able to take to actually get paid?

Dear joenonyx, 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. Since the casino operates without a valid license 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 you choose casinos by 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

Hi everyone, we’ve reopened this complaint at the request of joenonyx. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear joenonyx, I contacted the casino representative and, hopefully, they will share updates about your issue very soon. I appreciate your patience.

Dear joenonyx, unfortunately, we haven't received any responses from the casino. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license 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 you choose casinos by 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