BetVili Casino - Hráč se snaží vybrat své výhry.

Hello,

I have 2 500 Euro in the casino, and I haven't even heard about the casino or anything for like 2 weeks now. My funds are in, but there is no Live-Chat to contact (The agents are just not there). From what I have discovered, the investors left and I want to know what the F is going on.

Dear Pontus,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Casino is shutting down, my docs is verified.

Have you been informed by the casino that they will be closing soon? Could you please forward any relevant communication to petronela.k@casino.guru?

Dear Pontus,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, I am in touch with the casino currently. Nothing paid out yet however.

Hello,

We are in communication with the client and as we see he has not informed you that his first withdrawal was processed on Tuesday. Since it is a bank transfer, usually it takes from 1-5 business days to be settled in his account.

Also the withdrawal amount is not 2500 EUR but 2013 EUR. We would like for the player to confirm here, that he is communication with us and informed about the withdrawals, because as we see, in his last message he wrote that nothing has been paid out yet, which is not correct.

Thank you very much, BetVili Casino team, for your assistance with this matter.

Dear Pontus,

Could you please confirm that the disputed amount should be adjusted to €2,013 and that your first withdrawal has been processed on Tuesday (25/05/21)? Looking forward to hearing from you.

Hello,

My message that nothing was paid out yet, was posted on the 24th of monday, however according to BetVili it was paid out on the 25th. So my statement was still correct.

Nonetheless, I haven't received the first transaction yet.

Hello,

Yes the reply was sent on 24th. However you could have just informed casino guru during the days, that you were in touch with us and that we informed about the first amount sent.

It is just a matter of informing casino guru regarding the complaint, as you may know we had issues, that is why everything was delayed.

Thank you

Hello,

Firstly we did not request from your side to send two requests of 500 EUR.

After we processed the withdraw of 1000 EUR, you informed us thay you will send two requests of 500 EUR.

And you can send the issue to our support team as we informed you in the email. Technical issues happen every time, there is no need to write here, when you are in contact with us everytime.

Best Tegatds

Don't you think over your team that I have waited long enough already?

I have been waiting for 1 month soon.

Hello,

And we apologized for late responses. First of all your account was not verified, so you could not proceed with the withdraw. As soon as we verified it, we sent partially the payment and of course the rest will be sent.

Thanks both sides for clarification.

Dear Pontus,

Could you please advise when you've received a confirmation about successful account verification? It seems as the withdrawals are being processed and you will be paid in no time.

Hello,

I have received 50% of the total withdraw.

But:

This was sent on 1st of June. But withdrawal of remaining balance not paid out yet.

Hello,

First of all on 25th of May you agreed to proceed with 500 EUR each week as soon as you would receive the first amount, as per our schedule.

You made the withdraw request again in total for 1013 EUR left. In order for us to proceed with 500 EUR as we agreed, you need to send two separate requests.

You will receive your winnings, there is no doubt about that.

Ok betvili,

New wds requested. Please pay 🙏

Hello,

First request of 500 EUR will be sent today, during the day.

We will provide you with the wire confirmation, and you should expect to receive the funds, next week.

Dear Pontus,

Please keep me informed.

Hello second withdraw of 500 EUR was processed yesterday.

Please check your bank account in a few days, the other one that is left will be processed next week as per our agreement.

Thank you very much, BetVili Casino team, for the update.

Dear Pontus,

Could you please confirm as soon as you receive your second withdrawal? Thank you very much in advance.

Dear Pontus,

We checked our bank account and we see that the transfers are settled.

Please check and inform us if you received the funds.

Dear Pontus,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hello,

Can you tell me what are you talking about?

First of all put the date of the chat because there is no employee in our casino with name Hailey anymore.

Your withdrawal amount left was 2013 EUR which we sent!

Why you did not write about this before but now?

Second if you send a withdrawl request, the amount is deducted and frozen so you cannot play.

Third of all nothing is missing because you were not able to make any withdraw request because your account was not verified!

All withdrawals were approved, this looks like an attempt from you to get more money from us, which is not correct and it will not happen.

I will send to Casino guru all screenshots in private showing your withdrawal requests and also when your account was verified.

Have a nice day and we are done with your payments

I contacted the customer support and asked them to block my ability to gamble further.

betvili_2021_05_04_41027.txt

Please check this file,

You will understand.

Your account was blocked till this period of time, in which we were not available to assist you.

Secondly after the block was removed, you continued to play, which is your responsibility not ours.

Please confirm here that you got 2013 EUR and do not come with other claims. In all this complaint you never mentioned this issue, but now that all money is sent, you are coming with another claim.

We proceeded all the payments, our part is done.

These are your withdrawal requests which are completed. Your account was blocked and on 13th of May you started playing again.

On 17th of May you got an email from us regarding the KYC and you never mentioned any issue or even complained about this.

So please do not try to take advantage of the situation, because is not correct or even ethical.

Please explain this. Thanks.

Why didn't you extend the block? And why no timeframe of informing me how long I was blocked in chat?

The withdrawal wasn't approved after 10th. So you didn't live up to your promises. I am happy to have casinoguru review this.

Hello,

What to explain to you?

As we remember AFTER we were operative again we contacted you on 17th, because for 2 weeks we were not available.

Not once in our email or even in chats, you asked for your account to be blocked again. What withdrawal should be approved after 10th when you account was not even approved!

Without passing the KYC, no withdraw request can be sent, you are just contracting yourself.

You did not contact us about this before, but now that you got your funds, you are doing this.

CONFIRM HERE THAT YOU GOT 2013 EUR.

We will not send anymore funds, your withdrawals are completed.

Have an amazing day

Sorry but don't scream.

I find it quite hard to make a contact, when you are not responding to my chats anyways.

Of course, If I was raising this at the start of things. You would've withhold all my funds.

And why did sites go out with statements, that you were shutting down?

Why aren't you transparent about this.

Tell everyone what you sent to the affiliates, that you (probably) still owe money.

Oh well, you still owe me 500 Euros.

Winnings were not sent. Stop ignore what I am saying.

Because both you and I know the truth.

No one is screaming, but when a person is trying to take advantage from the situation, no one likes that.

Regarding shutting down or not, we explained you the situation once and we are not repeating it again.

Its been one month now since we have fixed our issues and went operative and regarding our affiliates and their payments is a matter of the casino and not yours.

We do not owe you anything, everything is paid, if you have the eager to play and not wait till the verification is done, is not our issue but yours.

Goodbye

Winnings were sent, in total 2013 EUR, in our statement everything is processed.

I would like from Casino guru to ask from the player a proof that he did not receive the winnings.

We can send confirmation from our bank that the funds have been sent and then we can see where the truth is laying.

Thanks to both sides for providing more information and clarifying several issues.

Dear Pontus,

Could you please confirm the following?

• your account has been blocked per your request until the 10th of May 2021
• you started playing again on the 13th of May
• further personal documents have been requested from you on the 17th of May to complete the KYC verification
• your account has been successfully verified on the 19th of May

Three withdrawal have been processed and sent:

1. 25/05/2021 €1,000
2. 3/6/2021 €500
3. 7/6/2021 €513

Could you please forward any supporting evidence that not all the funds have been paid? My email address is petronela.k@casino.guru. Looking forward to hearing from you.

Dear Pontus,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have requested in total 2,5k Euro. Only got 2k.

Could you please forward any supporting evidence that not all the funds have been paid? My email address is petronela.k@casino.guru. Looking forward to hearing from you.

Hello he did not request 2500 EUR because his balance was not 2500 EUR but 2013 EUR.

He played and was left with 2013 EUR.

Please this case has been taking so long, the player is just trying to find an excuse to receive some funds which he already played and lost.

Dear Pontus,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Please understand, that it is very difficult for us to proceed with this case without any supporting evidence. We would like to help you, but the lack of evidence makes it impossible at this moment. Please, if you’ll come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime. However, I will reject it now. Thank you for your understanding.