Betflare Casino - Депозитът на играча се забавя.

Money still hasn't been credited to my account after one day.

Chat agents don't care.

Emails aren't being answered.

Geld ist nach einem Tag immer noch nicht auf meinem Konto gutgeschrieben

Chat Agenten interessiert es nicht

Emails werden nicht beantwortet

Hello Freudstein,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betflare Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Account is verified YES

I haven't played yet because my deposit has not been credited to my player account

I write constantly and try to get information, but I am only ignored and insulted

Konto ist verifiziert JA

Ich habe noch nicht gespielt , weil meine Einzahlung ja nicht auf mein Spielerkonto gutgeschrieben wird

Ich schreibe permanent und versuch info zu bekommen , man wird aber nur ignoriert und beleidigt

Hello Freudstein,

Can you please advise what payment method did you use?

Additionally, the most important step is to contact your payment provider. Once you have a payment confirmation from them, you have to forward it to the casino so they can locate the lost funds.

Let us know in case of any update.

Regards,

Nick

Deposit with Bank Transfer

Transaction was confirmed as successful by the payment provider on the day of deposit

Unfortunately I didn't take a screenshot, the deposit was just not credited to the casino

Einzahlung mit Bank Transfer

Transaktion wurde vom Zahlungsanbieter am tag der Einzahlung als Erfolgreich bestätigt

leider habe ich keinen Screenshot gemacht , die Einzahlung wurde lediglich nur im Casino nicht gutgeschrieben

Hello Freudstein,

The payment confirmation should be visible in your bank statement - can you please forward it to nikolas.b@casino.guru and to the casino as well as soon as possible?

Awaiting your response.

Regards,

Nick

I have sent the proof of payment

With the subject :

Betflare open deposit since 23.12.2024

Habe den Zahlungsnachweis gesendet

Mit dem Betreff :

Betflare offene Einzahlung seit 23.12.2024

Hello Freudstein,

Did you forward the payment confirmation to the casino e-mail support as well?

Could you please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

I have sent the payment receipt to the casino,

However, I do not have a recording of the chat

Habe den Zahlungsbeleg an das Casino gesendet ,

jedoch eine Aufzeichnung des Chat habe ich nicht

Thank you Freudstein for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Danje

Hello, Freudstein,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betflare Casino team,

Can you please look at the player's issue (unsuccessful deposit) and inform us about the results of your investigation?

Has the casino received the mentioned bank statement/transaction confirmation, showing the deposit in question? If so, what happened, and why did it not go through? The deposit should have been made on December 23, 2024.

Thank you.

Dear Freudstein and Branislav,

Thank you for providing the requested information and for your patience during the investigation of this matter.

Dear Freudstein, we have conducted an internal review and contacted our payment provider to clarify the status of your transaction. According to the updated details, your deposit from 23 December 2024 was marked as Rejected on 20 January 2025. This means the transaction was not completed, and the funds were never credited to your gaming account.

In such cases the refund timeframe depends on the policies of your issuing bank. Typically, refunds take up to 14 days from the date the payment was canceled. If the funds are not returned to your account within this period, please share a bank statement confirming the absence of the refund. This will allow us to escalate the issue and assist you further.

We apologize for the inconvenience caused and appreciate your understanding. Should you have any additional questions or require further assistance, please do not hesitate to contact us.

Best regards,

Betflare Casino Team

Thank you both for your replies.

Dear Freudstein,

Can you please contact your bank customer support (it would be best if you could do it via email or live chat if possible) and ask them for the current status and the details of the transaction in question (with the details of the transaction visible in the communication), and what is the standard time frame for processing a refund if a transaction is cancelled? Then, can you please forward the entire email communication or screenshots of the live chat conversation to my email address (branislav.b@casino.guru)?

Thank you. Looking forward to hearing from you.

I think this is the job of the casino

I sent all documents to the casino by email

With the deposit, I have fulfilled my part 100%

That I should now do the casino's work

I cannot and do not want to understand

Ich finde das ist die Arbeit des Casinos

Ich habe dem Casino alle Unterlagen per Email zugesendet

Mit der Einzahlung , habe ich meinen Teil zu 100 % erfüllt

Das ich jetzt die Arbeit des Casinos machen soll

Kann und will ich nicht verstehen

Yes, the casino already did its job, Freudstein. They tried to investigate it, and they confirmed they did not receive the payment, and their payment provider/processor confirmed the transaction was marked as Rejected on 20 January 2025, and not completed. Therefore, it should have been or should be refunded to your payment method. So, since it does not work like that, and the casino is not the only one who should investigate the matter, it is usual for online casinos to ask their players for bank statements so it is clear that deposits were deducted from their payment methods and were not credited back or reversed in the meantime. This means there is no other option to move forward here than to provide the casino with the requested document.

I would like to clarify a few things.

Although we try to help players resolve their issues and require cooperation and possibly supporting evidence from casinos, we also require full cooperation from players/complainants. Since the casino provided us with the information they found out regarding the transaction in question, they need more details/documents from you to start a thorough investigation on their side. They need the requested document. So your turn now.

So, now, I recommend we wait until February 20, and I will set up the timer for you until February 21. Then, on February 20 - check the transaction history of your payment method and let us know if the amount of the unsuccessful deposit was returned to your payment method. If not - please generate a complete bank statement from this payment method, used for the deposit (the complete transaction history from your bank account), from the period December 23, 2024 - February 20, 2025, as a PDF document, and forward it to the casino, adding me to the copy of the email so I will also have a proof you sent it.

In addition, please read my previous post carefully, follow my instructions, and provide me with the requested - you can do it earlier, in the meantime, anytime before February 20.

Please note if you fail to cooperate and provide the requested document and proof, we will not be able to help you further with your issue. In such a case, if you do not want to proceed according to the above instructions from me and the casino representative, feel free to let me know and I can close the case accordingly. We do not have to spend more time with this and we can rather offer our services to other players who are willing to cooperate.

Waiting for your communication with the bank and your email to the casino with the requested bank statement on February 20, 2025, or before the current timer expires, if your deposit is not refunded by February 20.

If you do not manage to provide it on time for any reason - no worries. The timer will be automatically extended by another 7 days, and our system will ask you to reply.

Thank you for understanding.

I have already sent these documents to the casino

Diese Unterlagen habe ich bereits auch schon längst an das Casino gesendet

Hello, Freudstein,

Can you provide us with an update? What did the casino reply to your email with the document(s)?

You were supposed to add me to the copy of the email with the required document(s) that should have been sent to the casino. I have not received any email from you until now. And, I asked you for the communication between you and your bank/payment method provider regarding the deposit in question. I have not received it either.

In addition, if you sent only a payment confirmation to the casino (screenshots/pictures), without further details, such as your personal details, it is insufficient. You should have provided the casino with the complete transaction history from the payment method used for the deposit, in a PDF, for the specific period, as I/the casino mentioned above.

So, now, once again, but please note this will be the last call and chance to provide me and the casino with the requested - please, go through my previous 2 posts again and carefully, and provide the requested according to the instructions.

Once it has been done, feel free to inform us about it here, in the thread. As you were already warned - please note if you fail to cooperate and provide the requested or a very good reason/explanation for not providing it, the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

Dear Freudstein,

Unfortunately, based on your non-cooperation, non-responsiveness, and avoidance of providing the requested document(s)/evidence, we are closing/rejecting this complaint.

You can ask for the reopening of the case here or by contacting me via email. However, please note we will require full cooperation on your side and the ability to provide the requested.

If you would like to take it further, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Betflare Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru