Betnomi Casino - Играчът е изправен пред отказ за изплащане и неотзивчива поддръжка.

Hello, betnomi refuses my payout, the account is temporarily limited for payouts, means deposits and play but no payouts. Live chat has stopped working and I'm not getting a response via email. The site has problems...

Hallo, betnomi verweigert meine Auszahlung, bei Auszahlung steht Konto vorübergehend limitiert, heißt Einzahlungen und spielen geht aber keine Auszahlung. Live Chat funktioniert nicht mehr und per E-Mail erhalte ich keine Antwort. Die Seite hat nur Probleme...

Dear zIPiico,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, the chat and support have informed me that the KYC verification is pending. But I don't get any feedback here... When asked how long it takes, neither does it.

Hallo, vom Chat und Support werde ich drauf hingewiesen das die KYC Verifizierung aussteht. Hier bekomme ich aber keine Rückmeldung... Auf die Frage wie lange es dauert auch nicht.

Dear zIPiico,

Could you please advise if you submitted any personal documents for the verification? How long ago was your account restricted?

Hello, my account was activated after 1 week but now I've been waiting for an answer from support for 5 days, I've written several e-mails. It's about my money still not being paid out. First drag out verification and then I'm not getting any reply regarding my payout now! This is really the worst part!

Guten Tag, mein Konto wurde nach 1 Woche freigeschaltet nun warte ich aber seit 5 Tagen auf eine Antwort vom Support, ich habe mehrere E-Mails verfasst. Es geht darum das mein Geld immer noch nicht ausgezahlt wird. Erst Verifizierung in die Länge ziehen und dann erhalte ich jetzt keine Antwort bezüglich meiner Auszahlung! Das ist wirklich die schlimmste Seite!

No replies, not even via email!

Keine Antworten auch nicht per Email!

Also, I got kicked out of the Telegram group for complaining! So this is really the last.

Ebenso wurde ich aus der Telegramm Gruppe geworfen, weil ich mich beschwert habe! Also das ist wirklich das letzte.

In my opinion, there is no answer on purpose so that they don't have to pay out my money. Is it really bad how betnomi treat their players?

Meiner Meinung nach wird absichtlich nicht geantwortet so das die Mein Geld auch nicht auszahlen müssen. Es ist wirklich schlimm wie betnomi mit seinen Spielern umgeht?

Thank you very much, zIPiico, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok thanks I hope a solution will be found soon

Okay danke ich hoffe das schnell eine Lösung gefunden wird

also very interesting

ebenso sehr interessant

Hi zIPiico,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Betnomi Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player is not able to request a withdrawal?

Thank you.

Best regards,

Tomas

Hello Thomas,

thanks and I was able to request my withdrawal but it is not being processed. Also, I haven't received an answer for a week.

Best regards

Hallo Thomas,

danke und ich konnte meine Auszahlung beantragen, diese wird aber nicht verarbeitet. Ebenso habe ich seit einer Woche keine Antwort erhalten.

Viele Grüße

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 zIPiico,

We have been trying to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact the Gaming Curacao Authority. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas