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Formal Complaint Regarding Delayed Withdrawal and Lack of Communication

Dear Sir/Madam,

I am writing to formally lodge a complaint against BetItAll.com regarding a delayed withdrawal of 3000 Euros requested on August 21, 2024. Despite the transaction status being marked as "Completed" on your website, the funds have yet to be credited to my bank account. Furthermore, I have not received any confirmation email regarding the withdrawal, which has caused significant concern and frustration.

As a loyal customer since 2020, I have reached Gold VIP status multiple times due to my continued patronage. In the past, any issues were promptly resolved, often with the assistance of a direct contact person. Unfortunately, this level of service appears to have deteriorated significantly.

On August 27, 2024, I received an email from your representative, Leon K., stating that my funds were not lost and that the withdrawal had been completed on your side. However, the email also mentioned potential delays due to KYC verification, bank holidays, or other unspecified reasons. This explanation seems inconsistent, especially considering that a subsequent withdrawal of 80 Euros was credited to my account within hours, while the 3000 Euros remain unaccounted for.

Further to this, I sent an email on August 28, 2024, outlining my dissatisfaction and concerns directly to finance.team@betitall.com, security@betitall.com, and support@betitall.com. Despite my clear communication, there was no acknowledgment of receipt for several hours, adding to my frustration. In this email, I highlighted the lack of communication regarding the status of my withdrawal and questioned why a long-time customer such as myself was being treated with such disregard.

Moreover, I have repeatedly contacted your support team via chat to seek clarity and resolution, most recently on August 28, 2024, with Jayleen M. Despite my insistence on more specific information, I was only provided with standard responses that did not address my core concerns. When I requested a direct explanation from the finance department or a timeline for resolution, I was told that this was out of their control, placing the blame on the payment provider. This lack of transparency and accountability is unacceptable.

As a customer who has been with BetItAll.com for several years and has made significant deposits and withdrawals, I find it disheartening that I am now facing such issues without clear communication or resolution. I request that the funds be credited to my account immediately and that I receive a detailed explanation for this delay. Additionally, I strongly urge BetItAll.com to improve its communication practices by implementing clearer status updates for withdrawals, such as introducing additional status levels like "Processed by Payment Provider" and "Inquiry."

If this issue is not resolved promptly, I will have no choice but to escalate the matter further, including taking legal action and sharing my experience publicly to warn other customers.

Thank you for your immediate attention to this matter.

Best regards,

Dear domo81,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 that 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. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

For data protection reasons, I have changed the names to Support Agent and Player.

Here is the chat history from just now:

Support Agent (17:47:11): Please be informed that the issue is under investigation by our financial department. We will contact you as soon as we get an answer from them.

Player (17:47:39): I repeat my question:

Regarding the ticket PVG-BTPV-104 and the information from you, Bet IT All, that the finance department is already investigating the issue as a top priority, what is the result?

Please state the problem!

Withdrawal over 3000 euros was created on August 21, 2024 19:52 UTC

7 days / 5 banking days have now passed.

As of now, the money hasn't arrived in my bank account yet!

Player (17:47:48): what's the problem?

Player (17:49:26): According to your statement, the finance department works 24/7 and cannot identify a problem or offer a solution in 5 banking days!

There is also no proactive communication on your part.

What is the solution?

Support Agent (17:49:52): Unfortunately, as a support agent, I do not have such information. The issue is already under investigation by the financial department. We will contact you as soon as possible regarding this case.

Player (17:50:35): I am waiting for a statement from the finance department. I have been a long-time customer of yours.

Support Agent (17:50:58): We will contact you as soon as possible regarding this case. Can I assist you with anything else in the meantime?

Player (17:51:20): My previous emails have not been answered by the finance department. There was only one response from the support team.

Player (17:51:41): although I was confirmed that all emails had arrived!

Support Agent (17:52:19): Your request has been already forwarded to the financial department. Regrettably, I cannot provide you with a specific timeframe in my role as a support agent.

Support Agent (17:52:22): Can I assist you with anything else?

Player (17:52:49): my only problem is that my withdrawal is not in my bank account!!! and support probably can't and won't help me!

Support Agent (17:53:29): Please note that it may take some time to investigate the issue. We will contact you as soon as it is possible.

Player (17:54:38): what does as soon as possible mean? another 2, 3, 7, 10 days?

Support Agent (17:54:39): Can I assist you with anything else in the meantime?

Player (17:55:12): yes, I would like to contact the finance department!

Player (17:55:44): or a responsible person

Player (17:56:07): I'm angry, don't you understand?

Support Agent (17:57:30): Unfortunately, it is not possible to contact them directly, we have already forwarded your request and our financial team is working now on this question. We sincerely appreciate your patience and understand your frustration.

Player (17:58:17): ...well, the other colleagues have already done that...and kept putting me off!!

Support Agent (17:58:18): We sincerely appreciate your patience and understand your frustration. *

Support Agent (17:58:41): Can I assist you with anything else in the meantime?

Player (18:00:36): I'm ending the conversation because it's not getting anywhere. you don't want to or can't solve my problem as support.

My next step is to file a complaint

On Askgamblers and Casino Guru

Player (18:01:21): I don't see any other option with this stalling tactic

Support Agent (18:02:08): We understand your frustration and sincerely appreciate your patience.

Support Agent (18:02:14): Should you have additional questions, feel free to reach out anytime. Have a wonderful day!

The following email has just been sent to the relevant email addresses:

Mittwoch, 28. August 2024 um 18:10 Uhr

An: finance.team@betitall.com, support@betitall.com, security@betitall.com

Betreff: Fw: PVG-BTNPV-104

Hello regarding the ticket PVG-BTPV-104 and the information from you, Bet IT All, that the finance department is already investigating the issue as a top priority, what is the result?

Please state the problem!

Withdrawal over 3000 euros was created on August 21, 2024 19:52 UTC

7 days / 5 banking days have now passed.

As of now, the money hasn't arrived in my bank account yet!

Transaction history where the 3000 euros that were not received and the subsequent 80 euros (which I received) can be seen

To be fair, since I am otherwise satisfied with the Bet It All casino, I can mention that the last support employee L.K (shortened due to data protection) at least tried to explain the problem without providing standard answers.

The problem seems to be between the banks and the Anti-Money Laundering and Know Your Customer checks.

Nevertheless, I miss communication from Bet It All here.

Nothing happens without asking.

and the money isn't in my bank account yet!

Hello through the use of employee "L.K." The problem was solved by the support team. The money arrived in my bank account today!

Dear domo81,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru