Betlive Casino - Тегленето на играча се забавя след приспадане на бонуса.

Hello, after signing up at the casino and selecting the welcome sports bonus, I deposited €250 and was credited with the same amount in sports bonus, totaling €250.

I completed the rollover by meeting the required criteria and subsequently requested a withdrawal.

I was asked to verify my account, which I did by submitting all the necessary documentation. I even received an email confirming that my account had been verified.

However, my withdrawal request was later canceled because, according to the terms and conditions, the bonus amount, which was the same as my deposit, €250, had to be deducted. I was advised to make a new withdrawal request, which I did.

As of today, more than a week later, I'm being told that my withdrawal will soon be processed, even though I was initially told it would take no more than two to three days. Yet, it still hasn't been processed, and I'm getting the same responses from customer support.

Could you please assist me?

Thank you.

Buongiorno,dopo essermi iscritto al casino e aver selezionato il bonus benvenuto sport ho depositato 250€ e mi è stato accreditato lo stesso importo pari a 250€ in bonus sport.

Ho completato il rollover rispettando i criteri richiesti e successivamente ho richiesto il prelievo.

Mi è stato chiesto di verificare il mio account e l'ho completato con tutta la documentazione richiesta e mi è stata anche mandata la mail con la verifica che il mio account era stato verificato.

Successivamente e stato annullato la richiesta del prelievo perché da termini e condizioni doveva essere dedotto l'importo del bonus pari all'importo versato ovvero 250€ e mi è stato detto di richiedere il prelievo,cosa che ho nuovamente rifatto.

Al giorno d'oggi dopo più di una settimana mi viene detto che il mio prelievo verrà presto elaborato anche se mi era stato detto dopo due massimo tre giorni non e stato ancora processato e si continua con le.stesse risposte da parte dell'assistenza.

Potete aiutarmi gentilmente

Grazie

Dear Biondo21,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions and this is what I found regarding the bonuses:

8.15. Please note that all of our bonuses are non-cashable; therefore the original bonus amount will be deducted from any withdrawals you may make.

The casino was therefore right to deduct the bonus amount from the winnings you requested to be withdrawn. Moreover, 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, a high volume of withdrawal requests, or other external factors. 

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

Good morning

I confirm that the casino was late in processing my withdrawal but yesterday on 10/10/24 I finally received the wire transfer.

A thousand thanks

Buongiorno

Confermo che il casino ha elaborato in ritardo il mio prelievo ma ieri in data 10/10/24 ho finalmente ricevuto il bonifico.

Grazie mille

Dear Biondo21,

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 Lash 

Casino.Guru