BetVili Casino - Hráč má potíže s výběrem výhry.

Although I had already encountered problems with another casino that I filed a complaint about, I decided to play on Betvili. I was lucky enough to win and then I asked to make a withdrawal by also sending my current account data, as agreed with the support it should have arrived in a week. The problem is that 20 days have passed and I have not received any replies from them for 1 week either via chat or email.

Nonostante avessi già riscontrato problemi con un altro casino per il quale ho presentato il reclamo, ho deciso di giocare su Betvili. Ho avuto la fortuna di vincere e quindi ho chiesto di effettuare prelievo inviando anche dati del mio conto corrente, come da accordi con il supporto sarebbe dovuto arrivare in una settimana. Il problema è che sono passati 20 giorni e non ricevo da 1 settimana risposte da parte loro ne tramite chat ne tramite mail.

Dear Balducci,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly that this was your first attempt at a withdrawal? Are you currently waiting for confirmation from the casino regarding successful KYC verification?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

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

No, the verification of the documents was successful about 20 days ago. I am just waiting for the payment but I am not even receiving any more answers from the assistance both in chat and by email. As if I have become uncomfortable and annoying.

No, la verifica dei documenti è andata a buon fine 20 giorni fa circa. Sto solo attendendo il pagamento ma non ricevo nemmeno più risposte dall’assistenza sia in chat che via mail. Come se fossi diventato scomodo e fastidioso.

Thank you very much Balducci for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello balducci,

I looked at your complaint and will do my best to help you. I would like to invite Betvili Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello,

We apologize for the delay, but we have to do our checks and also our game provider in case of big winnings.

We are expecting an answer from them this week, so we can send the funds.

Dear Casino,

let us know when you'll send the player's funds.

Do these checks last 20 days or more? Sounds like an excuse to me.

Questi controlli durano 20 giorni o più? A me sembra tanto una scusa.

Hello,

Funds have been sent today also we sent wire confirmation to the player.

Dear balducci,

let me know when you'll receive your winnings, please.

I received my funds today. Thank you.

Ho ricevuto i miei fondi nella giornata odierna. Grazie.

Hello,

We apologize for the delay and the inconvenience.

Thank you

Dear balducci,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru