Betsolino Casino - Der Rückzug des Spielers hat sich um einen Monat verzögert.

Hello,

I have an account at Betsolino Casino. I made a deposit there, won some money, and requested a withdrawal. I also sent my documents for verification via email to the Betsolino support team. I have not received any response from them to this day, and they haven't processed the withdrawal either. I have tried multiple times to contact them, but unfortunately, I never received any reply. I have many photos as evidence. I kindly ask for your help so that Betsolino finally responds and processes the payout. It's already been 4 weeks!

Thank you in advance!

Kind regards,

Christin F.

Dear Christin30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

• Can you please tell us which documents you have already submitted and when exactly you submitted the last one?

Answer: Identity card front and back, credit card and proof of address. I wrote an email on December 12, 2024 and sent everything in the live chat at the same time.

• Have you submitted all required documents promptly and in the correct format?

Answer: Yes

it may take a few working days -> 4 weeks have passed now!

Best regards CF***

• Können Sie uns bitte mitteilen, welche Unterlagen Sie bereits eingereicht haben und wann genau Sie das letzte übermittelt haben?

Antwort: Personalausweis Vorderseite und Rückseite, Kreditkarte und Adressnachweis ich habe am 12.12.24 eine Mail hingeschrieben und zugleich im Live Chat alles hingeschickt.

• Haben Sie alle erforderlichen Unterlagen zeitnah und im richtigen Format eingereicht?

Antwort: Ja

es kann einige Arbeitstage dauern -> Es sind jetzt 4 Wochen vergangen!

Liebe Grüße C.F***

Thank you very much for your reply, Christin30. 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.

Hello, I wrote/sent you an email. I attached everything. I never received a reply from betsolino. LG CF***

Hallo ich habe Ihnen eine Mail geschrieben / gesendet. ich habe alles als Anhang angeheftet. Es kam nie eine Antwort zurück von betsolino. LG C.F***

Thank you very much, Christin30, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Thank you for helping me! Will your colleague get in touch with me? LG C.Fuhrmann

Danke schön das Sie mir helfen! Meldet sich Ihr Kollege dann bei mir? LG C.Fuhrmann

Hello Christin30,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betsolino Casino representative to join this conversation and participate in resolving this complaint.

Dear Betsolino Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Ok, thank you very much for your efforts. Let's wait and see if Betsolino finally gets in touch... LG C.Fuhrmann

Ok danke schön für Ihre Bemühungen. Dann mal abwarten ob sich Betsolino hier endlich mal meldet... LG C.Fuhrmann

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.

That really helps me...🤷‍♀️

Das bringt mich ja auch echt weiter ... 🤷‍♀️

Hi Christin30,

I want to inform you that we are aware the casino's response timeframe has already expired. However, since Stefan, your assigned resolver, is currently on vacation, we are extending the timeline by an additional 7 days. Stefan has the most comprehensive understanding of your case and is the only one who can decide whether to continue with the complaint or mark it as unresolved.

We appreciate your patience, and Stefan will reach out to you as soon as possible.

Thank you for your understanding.

Best regards,

Petronela

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,

Stefan, Casino.Guru