Betzino Casino - Výběr hráče byl zpožděn kvůli technické chybě.

I won 1100 euros a few weeks ago, I requested the withdrawal to my bank and the next day it was "sent" days went by and I didn't receive it, so I contacted them and they told me due to an "exceptional technical error", the funds weren't actually sent until 4 days later than betzino originally claimed. Fast forward now many emails and phone calls between myself, betzino and my bank and betzino claim they have sent the money and shown a document that shows payment references etc but my bank are saying that there are no payments matching the description of that document and betzino need to contact their bank and back trace the payment. Betzino say they've sent it, my bank says no they haven't. I don't know what else to do, I just want my winnings.

Dear Jaydeelemon24,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Betzino Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly advise when exactly the casino sent the winnings to your account? Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

Have you received any payslip from the casino proving that the money was sent to your bank account?

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

Best regards

Veronika

Hi there. The casino have provided a pdf file that shows the funds were sent to my bank on the 5th march with a transaction ID but i have not received them, I have spoken to my bank many times and they have reiterated that there are no pending payments, no blocks on my account that would prevent the payment from incoming. My bank says that due to it being an international payment, only the sender can back trace the payment to see where the money actually is. I have fully completed KYC with the casino so verification isn't an issue. My withdrawal was "sent" by the casino on march 1st but then the casino claimed that due to an ''exceptional technical error'' the funds weren't actually sent until the 5th march, so the withdrawal was marked as "successful" for 4 days despite no money actually being sent. It's now been 14 days since the withdrawal was supposedly sent originally, I've provided them with many bank statements to prove i haven't received the funds.

Please close the case. My bank have put the payment on hold for further checks.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.