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I made the withdrawal on 05/23/2023 and to date I still have not received my money written to them every day and they do not give me a concrete answer and I do not know what else to do

Realize el retiro el día 23/05/2023 y hasta la fecha aun no recibo mi dinero les escrito todos los días y no me dan una respuesta concreta ya no se que más hacer

Dear Nicolvergara,

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,

Tomas

Good afternoon, it's been 10 days since I still don't know anything about my money

They don't know where it is and they tell me that I should keep waiting for the maximum bonds, they told me that it was 5 days and clearly it's over and they tell me that they don't know anything about my money

Buenas tardes ya van 10 días de que aun no se nada de mi dinero

No saben donde esta y me dicen que debo seguir esperando los lazos máximos ellos me dijieron que eran 5 días y claramente ya se pasaron y ellos me dicen que no saben nada sobre mi dinero

Do I understand correctly the casino says they already send you the money, but the money didn't arrive in your bank account yet? Could you please confirm if your account is fully verified? Was this your first withdrawal from the casino?

If completely verified since I had made withdrawals on another occasion, they tell me that the money came out from them and that they do not know where it is

Si completamente verificada ya que había realizado retiros en otra oportunidad ellos me dicen que el dinero por parte de ellos salió y que no saben donde esta

I've been waiting for my money for 16 days

Llevo 16 días esperando mi dinero

Thank you very much, Nicolvergara, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Nicolvergara for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know what happened to this withdrawal taking and if we can do anything to help.

Thank you!

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.

Dear All,

We want to inform you that Nicolvergara's withdrawal request is now successful. First, it had been canceled on the internal provider's side and after the withdrawal request was re-created on 2023-05-24 it was processed 2023-05-25.

Nicolvergara should have received her winnings in the amount of 600,000 CLP by now.

Thank you for your consideration in this matter.

Dear Mr Bet Casino, Thank you very much for the update. We will keep this complaint open until Nicolvergara confirms their withdrawal has been successful. Please keep me informed about any further developments.

After waiting more than 1 month, I actually have my money, thank you very much

Después de esperar más de 1 mes efectivamente ya tengo mi dinero muchas gracias

Dear Nicolvergara,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter