BetBeast Casino - 플레이어의 탈퇴가 지속적으로 취소되었습니다.

Hello, on the 20th of November, I made a deposit under the welcome bonus, successfully wagered it, passed the verification process completely, and requested a withdrawal to my card. After 3-4 hours, my withdrawal was canceled with a note suggesting that I try to request the withdrawal again. I did, and it was again canceled after 3-4 hours. In chat, they told me they were having some problem with my withdrawal. I suggested making a withdrawal to LTC (and offered more than once subsequently), but this suggestion was rejected. The support agents would tell me alternatively that the problem was resolved and that the financial department simply hadn't gotten to my request yet, then that the problem remained, that it was solved again, then that it was still present. I myself got confused with all these updates. On the 30th of November, I was told yet again that the problem had been resolved and I needed to reissue my withdrawal. I did, and the support agent said that the problem persisted and asked me to wait and consult with them later. I notified the support agent that I planned to lodge a complaint on casinoguru. Ultimately, the entire chat on the site was erased today (presumably to prevent me from taking screenshots of our conversation). It was at this point that I realized they were simply trying to deceive me.

Здравствуйте, 20.11 я сделал депозит под приветственный бонус, успешно его отыграл, полностью прошел верификацию и поставил средства на вывод на карту, через 3-4 часа его отменили с пометкой попробовать запросить вывод снова, я запросил, его также отменили через 3-4 часа, в чате сказали, что у них какая то проблема с моим выводом, я предложил сделать вывод на LTC(и неоднократно предлагал в дальнейшем), это предложение было отклонено. В целом агенты поддержки говорили, то проблема решена и финансовый отдел просто не дошел до моей заявки, то проблема осталась, то она снова решена, то она снова есть, я и сам в этом уже запутался, 30.11 мне в очередной раз сказали, что проблема была решена и мне нужно переставить свой вывод, я переставил, на что агент поддержки сказал мол нет, проблема сохранилась, ждите еще, пожалуйста обратитесь к нам позже, я сообщил агенту поддержки, что собираюсь писать жалобу на казиногуру, в итоге сегодня у меня удалился весь чат на сайте (видимо чтобы я не сделал скриншотов переписки), на этом моменте я понял, что меня просто пытаются обмануть.

Dear whenty,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetBeast Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Since the casino suggested you used LTC for withdrawals, have you been attempting to withdraw only via LTC?
• Have you made any subsequent deposits to the casino since your initial win?
• When were you last in contact with the casino and what did you discuss?

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.

Best regards,

Tomas

1) The casino did not offer me to use LTC, I suggested it, but the casino refused, on the contrary, I only support this way of solving the problem.

2) I didn’t make any deposits after winning

3) I spoke to the support chat today, they said that my withdrawal is still being processed

1) Казино не предлагало мне использовать LTC, это я предложил, а казино отказало, я наоборот только поддерживаю этот путь решения проблемы.

2) Депозитов после выигрыша я не делал

3) С чатом поддержки общался сегодня, они сказали, что мой вывод все еще обрабатывается

In general, in the chat, half of the support agents tell me that my withdrawal is being processed/is at the confirmation stage, and the second half of the agents say that there is some kind of problem and they are waiting for a response from the financial department to resolve it. Because I just wrote to the chat and they answered that they were waiting for a response from the financial department regarding my problem with the withdrawal, and literally 2-3 hours ago they told me that my withdrawal was being processed.

В общем, в чате половина агентов поддержки мне говорит, что мой вывод обрабатывается/находится на стадии подтверждения, а вторая половина агентов говорит, что есть какая то проблема и они ждут ответа от финансового отдела по ее решению. Потому что только что я написал в чат и мне ответили, что они ждут ответа от финансового отдела по поводу моей проблемы с выводом, а буквально 2-3 часа назад мне говорили, что мой вывод обрабатывается.

The difference in these answers is literally 2-3 hours and so on all the time

Разница в этих ответах буквально 2-3 часа и так постоянно

the difference in answers is 1.5-2 hours, then one answer, then another, well, these are pure scammers

разница в ответах 1.5-2 часа, то один ответ, то другой, ну это же мошенники чистой воды

Dear all,

I wasn't informed about this complaint. I will look into this asap to see what the issue is and how we will be able to resolve it.

I will keep you updated once I get an explanation from the financial team.

Whenty please accept my apologies on this issue, I will see to get the transfer processed as soon as possible.

Best Regards

BetBeast VIP

Dear Whenty,

I'm also sending you an email personally to apologize so if there are any further queries and would require a fast response, you will have my contact directly.

I will keep both this thread and Whenty updated with updates I receive.

Once again apologies for my late response. I wasn't aware of the complaint as I would have taken action immediately on this.

To keep everything crystal clear, I have sent an email personally to Whenty to apologize and to show him that action is being taken from our side regarding the withdrawal issue. What happened to him is not up to the standards we want to deliver and the last thing we want is to have Whenty think that he's being deceived.

The following screenshot was sent to the customer service department to ask for more information, to be informed when such things happen again and to ask why he was given different answers from different agents.

I also offered a bonus when all this is resolved as an apology from our side.

I have send you a message through email

Dear all,

I have an update. There are technical issues from the payment provider's side. They are waiting for updates and will inform me once they have them. For now I will wait but I will also look at the possibility of processing through a different method if I see that the issue keeps dragging.

Dear all,

Funds have been sent via crypto payment to the player. Awaiting confirmation that the funds have been received.

I received funds to my LTC wallet, the complaint is no longer relevant, thanks to the casino representative for helping resolve this situation!

Я получил средства на свой LTC кошелек, жалоба более неактуальна, спасибо представителю казино за то, что помог разрешить эту ситуацию!

This complaint can be closed

Данная жалоба может быть закрыта

Dear whenty,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and BetBeast Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru