Bet On USA Casino - Вывод игрока был отложен.

Any help or guidance would be greatly appreciated, as this has been a horrible experience.

I requested a $3K withdrawal from BetOnUSA a month ago. They advertise their Bitcoin processing time to be 3-5 Days, and their Terms and Conditions say money must be sent within 7 days to the player. There is no reason this should be held up. I reach out multiple times a day at this point, and just get the runaround, or standard responses (i.e Our Processor has not given us an update yet). I am in desperate need to receive these funds. Any plan of action that anyone would suggest? Other books I have played at get me the money within a day or two. Thanks so much.

Dear BlindedFairy,

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? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi Kristina -

I have never made a withdrawal from this site. I have played on it for years.

When I requested the withdrawal, they sent me verification documents which I filled out immediately. They confirmed they received them. This is not the hold up as they continue to tell them that the withdrawal is "in line" with the processor.

There was some bonus money I believe with my deposit, but I was well past any rollover requirements, so this is not the holdup either.

They just continue to say that they don’t have an update from the processor. But they are doing nothing to get this processed and it’s been a month. I really need this money immediately.

Tarik

Thank you for your reply, BlindedFairy. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello - It is listed as "Withdrawal Pending". I will send to your e-mail some of the correspondence with thier customer service. It is mainly them giving non-updates by saying the withdrawal is "in line to be processed" or that they continue to "follow up with the processor but don't have an update yet". 

Unfortunately, I have not received any emails from you yet. Please forward them as soon as possible, so we can proceed with this complaint. Thank you.

Hello, I just sent them to you. Thank you.

Thank you very much, BlindedFairy, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Hello BlindedFairy,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Bet On USA Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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 BlindedFairy,

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.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

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

Best regards,

Romi

Casino.Guru