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HjemKlagesagerBetGem Casino - Spillerens anmodning om udbetaling er forsinket og afvist.
BetGem Casino - Spillerens anmodning om udbetaling er forsinket og afvist.
Automatisk oversættelse:
Sorte point: 453
Beløb:
£700
BetGem Casino
Sikkerhedsindeks:Under middel
Sikkerhedsindeks
I henhold til vores evalueringsmetode har vi beregnet casinoets sikkerhedsindeks på baggrund af mere end 20 faktorer, inklusive økonomi, fairness i T&C og spillerklager. Jo højere sikkerhedsindeks, jo større sandsynlighed har du for at kunne få udbetalt dine gevinster uden problemer.
The player from the United Kingdom struggled to withdraw £700 from betgem.io, having waited almost three weeks for processing. Despite her KYC verification, her requests were continuously rejected with various excuses, and she faced complete communication blockage from the casino. The Complaints Team attempted to resolve the issue by reaching out to the casino multiple times but received no cooperation. Consequently, the complaint was marked as "unresolved," and the player was advised to contact the Costa Rican Gaming Authority for further assistance.
Spilleren fra Storbritannien kæmpede for at hæve £700 fra betgem.io, efter at have ventet næsten tre uger på behandling. På trods af hendes KYC-bekræftelse blev hendes anmodninger løbende afvist med forskellige undskyldninger, og hun stod over for fuldstændig kommunikationsblokering fra kasinoet. Klageteamet forsøgte at løse problemet ved at kontakte kasinoet flere gange, men modtog intet samarbejde. Følgelig blev klagen markeret som "uløst", og spilleren blev bedt om at kontakte den costaricanske spillemyndighed for yderligere assistance.
Jeg tilmeldte mig betgem.io, som dumt gravede ikke nok, og de anmeldelser, jeg havde set, var positive. Jeg har forsøgt at hæve £700 i næsten 3 uger nu. Min konto er KYC-verificeret, men de blev bare ved med at afsløre mig med løgn efter løgn. Mine udbetalinger bliver ved med at blive afvist. Hver gang jeg spurgte, hvorfor de gav mig forskellige undskyldninger. Først var de havde en stor mængde hævninger, så fortalte de mig at prøve et mindre beløb nu. Nu vil de slet ikke svare. Hvis jeg prøver at tale med dem på live chat, blokerer de mig bare fra live chat. Jeg har sendt adskillige e-mails og ikke fået noget svar overhovedet. De vil slet ikke tale til mig. De har afvist alle udbetalinger, jeg har forsøgt at foretage siden den 28. januar 2025. Jeg har aldrig brugt en bonus på webstedet. Heller ikke da jeg tilmeldte mig. Jeg har opgivet at prøve at trække mig nu, fordi de enten afviser det inden for et par timer eller lader det hænge i dagevis og afviser det.
I signed up to betgem.io stupidly didn't dig enough and the reviews I had seen were positive. I have been trying to withdraw £700 for almost 3 weeks now. My account is KYC verified but they just kept fobbing me off with lie after lie. My withdrawals keep getting rejected. Everytime I asked why they gave me various excuses. First was they had a large volume of withdrawals, then they told me to try a smaller amount now. Now they won't respond at all. If I try to speak to them on live chat they just block me from live chat. I've sent numerous emails and had no reply at all. They won't speak to me at all. They have rejected every withdrawal I've tried to make since 28th January 2025. I have never used a bonus on there site. Not even when I signed up. I've given up trying to withdraw now because they either reject it within a couple of hours or leave it hanging for days then reject.
Mange tak for din klage. Jeg er ked af at høre om dit problem. Tillad mig at stille dig et par spørgsmål, så jeg kan forstå hele situationen.
Har du foretaget nogle vellykkede udbetalinger før?
Du nævnte, at din konto er KYC-verificeret. Kan du bekræfte, om du har modtaget nogen bekræftelse fra dem vedrørende denne verifikationsproces?
Hvor mange udbetalingsanmodninger har du indsendt siden den 28. januar 2025, og hvilke beløb drejede det sig om?
Kan du venligst dele din kommunikation med casinoet vedrørende de annullerede udbetalinger? Send e-mails eller chatudskrifter til min e-mail på dominika.l@casino.guru , eller post screenshots her.
Jeg håber, vi vil være i stand til at hjælpe dig med at løse dette problem så hurtigt som muligt. På forhånd mange tak for dit svar.
Venlig hilsen,
Dominika
Dear Chazzy88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
You mentioned that your account is KYC verified. Can you confirm if you received any confirmation from them regarding this verification process?
How many withdrawal requests have you submitted since January 28, 2025, and what amounts were they for?
Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Nej, jeg har ikke foretaget nogen vellykkede udbetalinger. De er alle blevet afvist. Talte med dem flere gange på live chat angående afvisningerne, de to første var fordi min konto ikke var registreret, da det tog dem over en uge at bekræfte min konto. Hvilket er fair nok. Når min konto blev bekræftet, hvilket de bekræftede via live chat, og jeg har også et skærmbillede af bekræftelsessiden.
Jeg har ikke skærmbilleder af live chats, da de ser ud til at være i stand til at rydde chatten, så snart du taler til dem. Jeg har en, da jeg var ved at blive træt af at blive narret af, hvor lang tid kyc tog.
Da jeg blev spurgt efter min kyc var bekræftet, hvorfor mine udbetalinger blev ved med at blive afvist i begyndelsen, sagde de, at det var på grund af store mængder af udbetalinger, og for at blive ved med at prøve blev jeg ved med at sige, at min udbetaling helt sikkert ville blive behandlet den dag, men nej, ville blive afvist. De lod mig vente i en weekend og sagde, at det helt sikkert ville blive behandlet om mandagen og lod det hænge. Så afvist igen.
Jeg har forsøgt at foretage 8 hævninger mellem den 28. januar og den 7. februar. Alle afvist.
28/1 - £100
28/1 - £700
28/1 - £700
3/2 - £700
3/2 - £700
4/2 - £700
5/2 - £200 (det var, da de forsøgte at bede mig prøve et mindre beløb)
7/2 - £700
Så gav jeg op, da det var ved at blive drænende og indlysende, at de aldrig ville behandle dem.
Hello, thank you for replying.
No I haven't made any successful withdrawals. They have all been rejected. Spoke to them multiple times on live chat regarding the rejections first two were because my account wasnt kyc registered as it took them over a week to verify my account. Which is fair enough. Once my account was verified which they confirmed via live chat and also I have a screenshot of the verification page.
I don't have screenshots of the live chats stupidly as they seem to be able to clear the chat as soon as you speak to them. I have one of when I was getting fed up of being fobbed off about how long kyc was taking.
When asked after my kyc was verified why my withdrawals kept getting rejected in the beggining they said it was due to high volumes of withdrawals and to keep trying then kept saying my withdrawal would definitely be processed that day but nope would get rejected. They kept me waiting over a weekend and said it would definitely be processed on the Monday and left it hanging. Then rejected again.
I have tried to make 8 withdrawals between the 28th January and 7th February. All rejected.
28/1 - £100
28/1 - £700
28/1 - £700
3/2 - £700
3/2 - £700
4/2 - £700
5/2 - £200 ( this was when they tried to tell me to try a smaller amount)
7/2 - £700
Then I gave up as it was becoming draining and obvious they were never going to process them.
Mange tak, Chazzy88, for at give de nødvendige oplysninger. Jeg vil nu overføre din klage til min kollega Martina ( martina.b@casino.guru ), som vil være til din tjeneste. Jeg ønsker dig held og lykke og håber, at problemet vil blive løst til din tilfredshed i den nærmeste fremtid.
Thank you very much, Chazzy88, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Vi har anmodet casinoet om at svare på klagen og forlænget tidsfristen med 7 dage. Hvis casinoet ikke svarer inden da, er vi nødt til at lukke klagesagen som "uløst". Uløste klagesager påvirker casinoets rating i negativ retning.
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.
Jeg har forsøgt at kontakte kasinoet gentagne gange, men uden held. Jeg er bange for, at der ikke er meget, der kan opnås uden samarbejde fra dens side.
Jeg vil markere klagen som "uløst" i vores system. Jeg forstår, at dette ikke er en tilfredsstillende løsning på dit problem. Faldet i vurderingen forårsaget af uafklarede klager kan dog være med til at ændre kasinoets tilgang. Hvis casinoet beslutter sig for at reagere, vil vi genåbne klagen, og du vil blive underrettet via e-mail. I mellemtiden anbefaler jeg, at du kontakter Costa Rica Gaming-licensen og indsender en klage til dem. Spillemyndigheden har flere muligheder og værktøjer til at hjælpe spillere. Fortæl mig venligst, hvis du har brug for hjælp til at indsende klagen, eller hvordan de reagerede, hvis du kan gøre det på egen hånd ( martina.b@casino.guru ). Jeg beklager, at jeg ikke kunne være til mere hjælp ved denne lejlighed.
Venlig hilsen,
Martina Bennett
I have tried 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 Costa Rican Gaming license and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (martina.b@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Martina Bennett
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