Betplay.io Casino - Играчът вярва, че изтеглянето се бави.

I receive commissions for referrals I bring into this casino, and on several occasions, they've been late with the payments. They make the payments directly to my casino account, but when I try to withdraw my money to a wallet, they tell me I have to wait for approval from the relevant department. It's been six days now, and they still refuse to pay me. And it's not just referral money; I also brought in money and won a prize from a poker tournament I played at that casino.

This is what they always tell me, and there's the charge, even though they haven't sent it to my wallet yet.

Yo recibo comisión por afiliados que yo meta a jugar a este casino y ya en varias ocasiones se habían tardado con el pago el pago me lo hacen directamente a mi cuenta de casino a la hora de querer retirar mi dinero a una wallet me dicen que tengo que esperar que el departamento encargado haga la aprobación pero ya son 6 días ya y no me quieren pagar el dinero y la verdad no solo es dinero de afiliados también yo metí y hay un premio de un torneo de póker que jugué ahí en ese casino

Esto es lo que ellos me responden siempre y ahí está el cobro y aún sin mandármelo a la wallet

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Dear Antonio2703,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Antonio2703,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Antonio2703,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru