BetAdonis Casino - Играчът не може да изтегли средствата си.

After a deposit by bank of 150.- I am currently at just under 700 euros. A payment of 350.- was rejected 3 times in total, initially with the argument in my region, only 1.-Euro could be paid out.

Nach einer Einzahlung per Bank von 150.- bin ich momentan auf knapp 700 Euro. Eine Auszahlung von 350.- wurde insgesamt 3x abgelehnt, zunächst mit dem Argument in meiner Region könnte nnur 1.-Euro ausbezahlt werden.

Dear Klaus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I must admit that this situation is strange. Did you receive any better explanation from the casino? Could you, please, forward any relevant communication to kristina.s@casino.guru (or post it here)?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina,

First of all, thank you for your support!

I have no idea why the payment is refused. However, there were always problems / abnormalities with Betadonis from the start, and the answers I received from Betadonis were not very helpful or incomprehensible. Some examples:

1) After a deposit of 150.- end of October 2017 by direct debit

the money was only credited to my account about 1 month later on November 21, 2017

2) 1 week later I was already limited to 32.-, which Betadonis denied.

The limitation was lifted again.

3) Finally, I was denied the option of playing a combination bet because I was supposed to have no funds.

And that despite 134.- credits were available.

4) Once a profit was paid out only after my complaint. (Can happen)

5) I have all the necessary documents (passport on both sides, current electricity bill with mine

Data, a selfie from me with the passport - this was also requested and my ATM card)

uploaded and sent. Again and again, for reasons that are incomprehensible to me

not fit. (Answer from Betadonis: The credit card sent to us was not accepted for the following reasons. Please upload the corresponding document to our system again.: Please upload a screenshot of your e-wallet containing your personal details in jpeg., Png. file.)

6) Since the payout had not worked last year, I tried to deposit via Netteller,

so that Betadonis could then make a payment via Netteller. I took from the homepage,

that there were apparently no more payments by bank transfer and Betadonis also had it

wrote to. I couldn't do anything with the answer.

I was told that I could deposit a maximum of 1 euro, which I tried. Then came the message: "below member min transfer amount"

Then I was informed that the payment was closed for my country ...

7) In the end I was informed about the payment of a maximum of 1 euro ...

I have sent you all the attachments for correspondence with Betadonis to the above email address

(kristina.s@casino.guru) sent. How many points should you rate an online provider with which you have to plague them ...?

Best Regards

Klaus

Liebe Kristina,

zunächst vielen Dank für Ihre Unterstützung!

Ich habe KEINE AHNUNG warum die Auszahlung verweigert wird. Es gab aber mit Betadonis vom Anfang an immer wieder Probleme/Auffälligkeiten.Die Antworten, die ich darauf von Betadonis bekommen habe waren wenig hilfreich oder unverständlich. Einige Beispiele:

1) Nach einer Einzahlung von 150.- Ende Oktober 2017 per Bankeinzug

   wurde mir das Geld erst ca. 1 Monat später am 21.11.2017 auf das Konto gutgeschrieben

2) 1 Woche danach wurde ich bereits auf 32.- limitiert, was Betadonis aber bestritt.

Die Limitierung wurde aber wieder aufgehoben.

3) Schließlich wurde mir das Spielen einer Kombiwette verwehrt, da ich angeblich kein Guthaben hätte.

  Und das obwohl 134.- Guthaben vorhanden waren.

4) Einmal wurde erst nach meiner Reklamation ein Gewinn ausbezahlt. (Kann schon mal passieren)

5) Ich habe alle erforderlichen Dokumente (Reisepass beidseitig, aktuelle Stromrechnung mit meinen

  Daten, ein Selfie von mir mit dem Reisepass-auch das wurde verlangt und meine Bankomatkarte)

  hochgeladen und gesendet. Auch das hat immer wieder aus mir unverständlichen Gründen

nicht gepasst. (Antwort von Betadonis: Die Kreditkarte , die an uns senden nicht aus den folgenden Gründen angenommen. Bitte laden Sie das entsprechende Dokument an unser System wieder. : Please upload a screenshot of your e-wallet containing your personal details in jpeg., png. file.)

6) Da die Auszahlung bereits voriges Jahr nicht geklappt hatte, versuchte ich über Netteller einzuzahlen,

  damit Betadonis dann über Netteller eine Auszahlung vornehmen könnte. Ich entnahm der homepage,

  dass es offenbar keine Auszahlungen per Banküberweisung mehr gäbe und habe Betadonis auch darauf

angeschrieben. Mit der Antwort konnte ich nichts anfangen.

Es wurde mir mitgeteilt das ich höchstens 1 Euro einzahlen könne, was ich versucht habe. Darauf kam die Meldung:  "below member min transfer amount"

Dann wurde mir mitgeteilt dass die Auszahlung für mein Land geschlossen sei... 

7) Letztlich wurde ich dann über die Auszahlung von höchstens 1 Euro informiert....

Ich habe Ihnen sämtliche Anhänge zum Schriftverkehr mit Betadonis auf die oben genannte E-Mail Adresse

(kristina.s@casino.guru ) gesendet. Mit wieviel Punkten soll man einen Onlineanbieter bewerten mit dem man sie so herumplagen muss...?

Mit besten Grüßen

Klaus

Thank you very much Klaus for your reply and email. I will now transfer your complaint to my colleague Peter 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.

Hi Klaus,

I looked at your case and the screenshots and understand your situation. It is a curious case. I will contact the casino and see what can be done.

Dear Peter,

Thanks for your help. I'm really looking forward to the answer from Betadonis ...

Lieber Peter,

danke für Ihre Hilfe. Ich bin schon sehr gespannt auf die Antwort von Betadonis...

We would like to ask the BetAdonis 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Klaus,

I found a new contact for the casino and currently I'm waiting for a reply. You will be notified as soon as there is something new.

Dear Casino Guru and Klaus,

Please be aware that Austrian customers are not allowed to make more than 1 Euro Deposit on our website due to some regulatory and technical reasons. However, customers still can and are welcome to make deposits (only 1€), play and withdraw on Betadonis.com without a limit. In order for Klaus to withdraw his winnings, he should, first of all, complete his account verification procedure, by uploading some missing documents and choose another payment method for his payout, because initially he made a deposit by credit card and it had been missed technically and we solved the issue by topping up his gambling balance on our end. Currently, he can choose Neteller or Skrill for his transactions, because of lack of bank transfer as a deposit and payout solution on the website. In order to get more information, Klaus is always welcome to contact us via Live Chat or email.

Best regards,

Betadonis.com

Thank you Betadonis Team for the reply. Klaus, please finish the verification process and let me know if you received your winnings.

Hi Peter,

I contacted Betadonis via live chat in English. The missing documents according to live chat (which were not really missing because I uploaded them 1 year ago) I uploaded again. It is a utility bill (electricity bill that is not older than 3 months) and another payment method (proof of deposit), for me these are now my registration details for Netteller. (I tried to deposit 1 euro via Netteller earlier) The live chat assured me that the documents would be checked within 24 hours. That was not the case. Because after more than 100 hours I am still waiting for the "Pending Approval", the end of the account verification process. After repeated inquiries, the live chat informed me that I was in the queue and should wait another 24 hours ... The whole thing seems increasingly strange ... especially since I noticed that an electricity bill uploaded in JULY 2019 I am still in the queue .....

Hallo Peter,

ich habe Betadonis per Live-Chat auf Englisch kontaktiert. Die fehlenden Dokumente laut Live-Chat ( die nicht wirklich fehlten, da ich sie bereits vor 1 Jahr hochgeladen habe ) habe ich nochmals hochgeladen. Es handelt sich um eine utility bill (Stromrechnung, die nicht älter als 3 Monate ist) sowie eine andere Zahlungsmethode (Proof of deposit), bei mir sind das jetzt meine Anmeldungsdaten zu Netteller. (Habe auch schon früher versucht über Netteller 1 Euro einzuzahlen)Der Live-Chat versicherte mir, dass die Unterlagen innerhalb von 24 Stunden geprüft werden. Das war NICHT DER FALL. Denn nach über 100 Stunden warte ich noch immer auf die "Pending Approval", die Beendigung des Kontoüberprüfungsverfahrens. Nach nochmaligen Nachfragen teilte mir der Live-Chat mit, dass ich in der Warteschlange bin und weitere 24 Stunden warten soll.... Das Ganze kommt mir immer seltsamer vor...vor allem da ich bemerkt habe dass eine im JULI 2019 hochgeladene Stromrechnung von mir noch immer in der Warteschlange steckt.....

Dear Klaus and Casino Guru,

Please be aware that in order for the customer to have a verified account, he should upload a full package of document once, which he actually was not capable to do. We are not authorized to accept documents separately and without a deposit made from the customer's side. Regarding utility bill, we can accept a document only with a date not older than 3 months, which has been informed to the customer and what he did not do. We have also informed Klaus several times during live chat, that he should make a deposit via Neteller (1 Euro) in order for him to activate this payment method for his further payout. He still has not activated this payment method, which makes impossible for us to confirm his account validity. We also asked Klaus to upload a screenshot of his Neteller account containing his personal information like email address and name, but, unfortunately, he failed to do this as well.

Regards,

Betadonis Team.

Dear Klaus and Casino Guru,

Please keep in mind, that we have checked the customer's newest documents provided the last weekend and we accepted all. The last step for Klaus being able to make a payout of his winnings is to activate his preferred payment method by depositing a minimum amount as 1 Euro.

Regards,

Betadonis Team.

Thank you Betadonis Team for the reply. Dear Klaus, please activate the payment method and let me know if your withdrawal was successful.

Hi Peter. As soon as I try to transfer the minimum (and at the same time the maximum amount according to the Betadonis website) of EUR 1 via Neteller, the Betadonis website recognizes this transfer, but keeps rejecting it with the message "Below member min transfer amount". The transfer has never worked in the past and my approx. 30 attempts in the past few days have also been unsuccessful. I am NOT able to activate my preferred payment method recommended by Betadonis. I have followed all instructions from Betadonis. However, after intensive email contact, Betadonis offered me the following:

"Moreover, regarding your case, your payout issue has been sent to our Financial Team and will be solved the next week. Please stay tune". So my withdrawal problem should be solved next week ...

Best regards

Klaus

Hallo Peter. Sobald ich versuche über Neteller den Mindest- (und gleichzeitig Höchstbetrag lt. Betadonis-Website) von 1 Euro zu überweisen, erkennt die Betadonis-Website zwar diese Überweisung, weist sie aber mit der Meldung " Below member min transfer amount" immer wieder zurück. Die Überweisung hat in der Vergangenheit nie funktioniert und auch meine ca. 30 Versuche in den letzten Tagen blieben erfolglos. Es ist mir NICHT möglich meine bevorzugte und von Betadonis empfohlene Zahlungsmethode zu aktivieren. Ich habe alle Anweisungen von Betadonis erfüllt. Allerdings hat mir Betadonis nach intensiven E-Mail-Kontakt folgendes in Aussicht gestellt:

"Moreover, regarding your case, your payout issue has been sent to our Financial Team and will be solved the next week. Please stay tune". Also mein Auszahlungsproblem soll nächste Woche gelöst werden...

Mit freundlichen Grüßen

Klaus

Hi Klaus,

Thanks for the update. Let's wait until next week then. If something changes in the meantime, please let me know.

Hi Peter,

said week is over. When asked by Betadonis, I was put off for another week ...

If I try to activate my Neteller account by depositing 1 Euro, I get the message:

MERCHANT BLOCKED GEOLOCATION ....

Best regards

Klaus

Hallo Peter,

die besagte Woche ist vorbei. Auf Anfrage bei Betadonis wurde ich um eine weitere Woche vertröstet...

Wenn ich jetzt versuche mein Neteller-Konto durch Einzahlung von 1 Euro zu aktivieren erhalte ich die Nachricht:

MERCHANT BLOCKED GEOLOCATION....

Mit freundlichen Grüßen

Klaus

Thank you Klaus for the reply.

Dear Betadonis Team,

Has there been any progress?

Hi, everyone,

The issue fixing is still in progress. As soon as we fix it, we shall contact Klaus by email.

Regards,

Betadonis Team.

Hi, everyone,

Please be informed that Klaus can withdraw his current winnings via Ecopayz without making any deposit at all. Other payment methods are not active, unfortunately, at that moment.

Thank You and regards,

Betadonis Team.

Thank you BetAdonis Team. Klaus, please let me know if you could withdraw your funds.

Hello Peter, unfortunately no. I have set up an Ecopayz account. When I try to make a withdrawal, the message "There is no available Ecopayz account" appears. I communicated this to Betadonis.

In response I received, that I may wait until more information comes from the team .... 🙁

Best regards

Klaus

Hallo Peter, leider nein. Ich habe ein Ecopayz -Konto angelegt. Wenn ich versuche eine Auszahlung vorzunehmen, erscheint die Anzeige: "There is no available Ecopayz account". Ich habe das Betadonis mitgeteilt.

Als Antwort erhielt ich, dass ich warten möge bis weitere Informationen vom Team kommen.... 🙁

Mit freundlichen Grüßen

Klaus

Thanks for the update Klaus.

Dear Betadonis Team,

What seems to be the problem with the payment?

Hi, everyone.

The problem is to open Ecopayz again for depositing as we closed it on our website for any investment. We are making everything possible to fix it as soon as possible. The customer will be informed as soon as we sort it out.

Regards,

Betadonis Team.

I summarize. Betadonis offers the following withdrawal options on its website: BANK TRANSFER - NETTELLER / SKRILL - ECOPAYZ - Bitcoin. I paid by bank transfer.

A payment by bank transfer is NOT POSSIBLE according to Betadonis from July 21st.

A withdrawal via Skrill / Neteller is NOT POSSIBLE according to Betadonis from August 14th, these methods are NOT ACTIVE.

A payout via ECOPAYZ is NOT POSSIBLE according to Betadonis from August 25th, as Betadonis HAS CLOSED it.

Now I ask myself: If BETADONIS has closed ALL PAYOUT METHODS, how can other German-speaking customers make payments ....?

greetings

Klaus

Ich fasse zusammen. Betadonis bietet auf seiner Website als Auszahlungsmöglichkeiten an: BANKÜBERWEISUNG - NETTELLER/SKRILL - ECOPAYZ - Bitcoin. Ich habe per Banküberweisung eingezahlt.

Eine Auszahlung per Banküberweisung ist lt. Betadonis vom 21.7 NICHT MÖGLICH.

Eine Auszahlung per Skrill/Neteller ist lt. Betadonis vom 14.8 NICHT MÖGLICH, diese Methoden sind NICHT AKTIV.

Eine Auszahlung per ECOPAYZ ist lt. Betadonis vom 25.8 NICHT MÖGLICH, da Betadonis es GESCHLOSSEN HAT.

Jetzt frage ich mich: Wenn BETADONIS ALLE AUSZAHLUNGSMETHODEN geschlossen hat, wie können dann andere deutschprachige Kunden Auszahlungen vornehmen....?

Grüße

Klaus

Dear Klaus and CasinoGuru,

Regarding what Klaus typed, we would like to say, that Klaus never made a deposit via our website, because he had some issue with bank transfer which we kindly solved by topping up his balance manually. Then he forgot about his account for a long period of time. Up to that time Klaus appeared again, we have already closed our presence in his country by leaving a possibility to play if a customer has money on his/her account. We kindly advised Klaus to use Neteller for deposit as minimum amount to invest in order to activate a payment method and withdraw. But he, unfortunately, failed to do it and then our management decided to close that option for the region. Currently, Ecopayz is available for payouts, but Klaus informed he experienced an issue with making a payout. That is why, we are working on fixing an Ecopayz deposit issue in order for the customer to top up a balance with 1 Euro and being able to withdraw the rest of his balance. We shall keep you informed as always, so stay tuned.

Regards,

Betadonis Team.

Dear Klaus,

Please keep in mind, that you did not upload all the required documents in time, that is why we did not accept your utility bill. We have sent you a lot of requests regarding your account verification to your profile and did not get any reply from you then. Please also be aware that we are not authorised to accept documents by one, but accept only the whole documentation package provided instead. Once you uploaded all the required documents, we have confirmed your account validity.

Regarding your initial deposit, you chose a bank transfer and made a deposit, but somehow your money has not arrived to your account, that is why we added funds manually. Hence, the system shows you did not make a deposit via it at all. However, we are aware of that situation and take it into consideration.

Regards,

Betadonis Team.

Hi Peter,

Brief summary: Betadonis asked me to upload my Ecopayz documents.

But that doesn't work on the Betadonis website. (I suspect because I have already uploaded all the required documents and all have been accepted), I informed Betadonis and sent the documents by email.

Furthermore, I was asked to make a small deposit on Ecopayz (on August 14th I received

communicated that this is not necessary).

This is also NOT possible because there is no option to deposit via Ecopayz on the Betadonis website. It is not activated. I communicated this to Betadonis.

Best regards

Klaus

Hallo Peter,

kurze Zusammenfassung: Ich wurde von Betadonis aufgefordert meine Ecopayz-Unterlagen hochzuladen.

Das funktioniert auf der Website von Betadonis aber nicht. ( Ich vermute weil ich bereits alle erforderlichen Unterlagen hochgeladen habe und alle akzeptiert wurden), ich habe das Betadonis mitgeteilt und die Unterlagen per Mail geschickt.

Weiters wurde ich aufgefordert jetzt doch eine kleine Einzahlung auf Ecopayz zu machen ( am 14.8 wurde mir

noch mitgeteilt dass dies nicht notwendig sei).

Das ist ebenfalls NICHT möglich, weil es die Möglichkeit einer Einzahlung per Ecopayz auf der Website von Betadonis nicht gibt. Sie ist nicht freigeschalten. Ich habe das Betadonis mitgeteilt.

Mit freundlichen Grüßen

Klaus

Dear Klaus,

Please be asked to show us a screenshot where the function is disabled or not active for you. As we have said before, please make a deposit via Ecopayz first in order for you to have it activated. Then, you will be asked to provide a screenshot of your account containing personal details in order for us to be assured that you are the owner of it. The document unlock will be turned on after you confirmed you did a deposit. That's how this process is going to be, not the opposite.

Regards,

Betadonis Team.

I have already sent the screenshot to Betadonis, which shows that the Ecopayz deposit function is deactivated on the Betadonis website. (This mail has already been confirmed to me by Betadonis) I can therefore not activate the account or make a deposit. I have already emailed the screenshot of my personal Ecopayz account details to Betadonis.

Best regards

Klaus

Ich habe den Screenshot bereits an Betadonis geschickt aus dem ersichtlich ist, dass die Einzahlungsfunktion von Ecopayz auf der Betadonis Website deaktiviert ist. ( diese Mail wurde mir bereits von Betadonis bestätigt) Ich kann daher das Konto nicht aktivieren und auch keine Einzahlung tätigen. Den Screenshot meiner persönlichen Ecopayz -Kontodaten habe ich per Mail bereits an Betadonis geschickt.

Mit freundlichen Grüßen

Klaus

Hi, everyone,

We have received an email with a screenshot attached from Klaus and get back to him as soon as possible.

Regards,

Betadonis Team.

Hi Peter,

7 days since the last Betadonis announcement, no one answered as soon as possible.

The status is still the same. Nothing has changed.

Best regards

Klaus

Hallo Peter,

7 Tage seit der letzten Betadonis-Ankündigung sich so schnell wie möglich zu melden hat sich niemand gemeldet.

Der Status ist noch immer der alte. Es hat sich nichts verändert.

Mit freundlichen Grüßen

Klaus

Dear BetAdonis Team, has there been any news?

Hi, everyone,

We shall give you an update as soon as possible. Thank You for your time and patience.

Regards,

Betadonis Team.

Hello BetAdonis Team, is there any news? It's been 19 days since you received the screenshot from the player.

Hello Peter, after Betadonis announced here on August 25th that it would be able to pay out via Neteller

closed for my country, I was asked again to make a payout via Neteller .... Betadonis does not seem to be informed about what they are doing themselves ...

Hallo Peter, nachdem Betadonis hier am 25.8 mitgeteilt hat dass es die Möglichkeit über Neteller auszuzahlen

für mein Land geschlossen hat wurde ich jetzt schon w i e d e r aufgefordert eine Auszahlung über Neteller vorzunehmen....Betadonis scheint über das was sie selbst machen offenbar nicht informiert zu sein...

We would like to ask the BetAdonis 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi, CasinoGuru Team and Klaus,

Please be aware that Klaus has been kindly recommended to use any of these payment methods for his withdrawal as Ecopayz, Neteller or Skrill. The withdrawal operation time can vary from several hours to days. Thank You.

Regards,

Betadonis Team.

Hi Klaus, is there any news?

Hi Peter,

Betadonis claims it opened Neteller for a withdrawal. The claim is wrong, I could not make a withdrawal via Neteller and I also sent the screenshot to Betadonis.

Betadonis then said I should make a payout via Ecopayz. This option is also still blocked and does not work. I communicated this to Betadonis with a screenshot. Then I was asked to make a withdrawal via Neteller / Skrill .....

Hallo Peter,

Betadonis behauptet, es habe Neteller für eine Auszahlung geöffnet. Die Behauptung ist falsch, ich konnte über Neteller keine Auszahlung vornehmen und habe den diesbezüglichen Screenshot auch an Betadonis gesendet.

Daraufhin meinte Betadonis ich solle eine Auszahlung über Ecopayz vornehmen. Auch diese Möglichkeit ist noch gesperrt und funktioniert nicht. Ich habe dies Betadonis mit einem Screenshot mitgeteilt. Daraufhin wurde ich aufgefordert eine Auszahlung über Neteller/Skrill vorzunehmen.....

Hi, CasinoGuru,

The customer lied as he did not send any screenshot. We recommended him to use Skrill or Neteller, but he refused. The customer is also telling not truth, when claiming, that Neteller is prohibited in his region. Austria is not in the list of non-serviced countries, therefore he can use it and we opened Neteller for usage. Skrill is also available. It seems, the customer does not know how to use payment method for a withdrawal.

Regards,

Betadonis Team.

I sent the 1st screenshot regarding Neteller on September 26th at 7:05 pm, at 8:40 pm Betadonis confirmed the receipt of the screenshot. I sent a second screenshot showing that Ecopayz is not working (display: There is no available Ecopayz account) on September 26th at 9:15 pm. Betadonis answered at 9:50 p.m.

I can present all emails or sent screenshots to CASINO GURU at any time.

That the option Neteller was closed for my region NOT I, but Betadonis claimed on August 25th at 9.19 HERE. ("... We kindly recommended to Klaus to use Neteller as the minimum deposit amount to activate a payment method and withdraw. But unfortunately he didn't make it and then our management decided to close this option for the region. ")

Now Betadonis claims this is a lie ...

I don't think it's because of my incompetence - I have since called in an IT expert to support me in this matter - to no avail because the system does NOT allow a payout.

Best regards

Klaus

Ich habe den 1.Screenshot bzgl. Neteller am 26.9 um 19.05 Uhr gesendet, um 20.40 Uhr bestätigte mir Betadonis den Erhalt des Screenshots. Einen 2.Screenshot der anzeigt, dass Ecopayz nicht funktioniert ( Anzeige: There is no available Ecopayz account) sendete ich am 26.9 um 21.15 Uhr. Um 21.50 Uhr antwortete Betadonis.

Alle Mails bzw. gesendeten Screenshots kann ich CASINO GURU jederzeit vorlegen.

Dass die Option Neteller für meine Region geschlossen wurde habe NICHT ICH, sondern Betadonis am 25.8 um 9.19 HIER behauptet. (" ...Wir haben Klaus freundlicherweise empfohlen, Neteller als Mindesteinzahlungsbetrag für die Einzahlung zu verwenden, um eine Zahlungsmethode zu aktivieren und abzuheben. Aber er hat es leider nicht geschafft und dann hat unser Management beschlossen, diese Option für die Region zu schließen.")

Jetzt behauptet Betadonis das sei eine Lüge....

Ich denke nicht dass es an meiner Inkompetenz liegt - ich habe inzwischen einen IT-Experten herangezogen der mich in dieser Sache unterstützt - ohne Erfolg, weil das System eine Auszahlung NICHT zulässt.

Mit freundlichen Grüßen

Klaus

Hi Klaus, please forward the emails to my email address: peter.m@casino.guru.

Hi Peter,

has already happened with the two screenshots mentioned.

Best regards

Klaus

Hallo Peter,

ist bereits geschehen mit den beiden besagten Screenshots.

Mit freundlichen Grüßen

Klaus

Thank you Klaus for the emails.

Dear Betadonis team, the player sent me a video clearly showing he is not able to to use Neteller (Merchant blocked geolocation). Secondly, when he opens bank transfer payment method, the country of residence is Afghanistan. Do you know what that means and how it can be fixed?

Hi, everyone.

Please keep in mind, that bank transfer is not working on the website and we never proposed the customer to use it. As we have said before, Skrill, Neteller and Ecopayz are options we can propose for withdrawals to the customer. He has not chosen any yet and we did not see any attempts from him to make a deposit or payout. Moreover, regarding Neteller, this payment service is available in Austria the customer is from. You can find below the list of non-serviced countries. Therefore, we ask the customer to come to Neteller support and ask why their services are locked for him.

https://www.neteller.com/en/policies/non-serviced-countries

Regards,

Betadonis Team.

Klaus, have you contacted Neteller?

Hallo Peter,

ja habe ich, und bereits eine Antwort erhalten: Das Problem liegt auf der Händler-Website, also bei Betadonis.

Antwort: ".... Please note that your deposit attempts at the merchant`s website have not even reached our system and are failing on the merchant`s platform, so we advise you to contact them for more information on the issue and what are their requirements to have the payment processed....."

Hi, everyone.

Therefore, we shall check if there is any problem on our side regarding Neteller. However, Neteller is open for payouts on our end.

Regards,

Betadonis Team

Thank you Klaus for the email.

Dear Betadonis Team,

Please find and fix the problem because everything is suggesting the issue is not on the side of the player. It's been over three months since the player submitted his complaint here so either fix the problem or find a different way to send the money to the player.

We would like to ask the BetAdonis 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi, everyone,

The technical department has been informed regarding the issue, so they will try to fix it on our end. Stay tuned.

Regards,

Betadonis Team

Dear BetAdonis team,

Have you fixed the problem or sent the money to the player?

Hello Peter, so far nothing has happened ... I have now also sent a video to Betadonis that shows how the deposit does not work ...

Hallo Peter, also bis jetzt hat sich nichts getan... Ich habe jetzt auch Betadonis ein Video geschickt auf dem zusehen ist wie die Einzahlung nicht funktioniert...

Hi Klaus,

Thank you for the update. Since the complaint is open since the beginning of July and doesn't seem to move in any direction, I will mark it "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. We can keep in touch by email if something changes (peter.m@casino.guru).

Best regards,

Peter