HomeComplaints5plusbet Casino - Player’s withdrawal has been delayed for almost 3 months.

5plusbet Casino - Player’s withdrawal has been delayed for almost 3 months.

Amount: €9,095.6

5plusbet Casino
Safety Index:Very low
Submitted: 07 Jan 2020 | Case closed : 13 Feb 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Uruguay requested a withdrawal almost three months ago. It has been pending since. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago

Before this I already verified everything including documents on 15/10/2019.

file

 

I have not received my 9095.60 euros withdrawal  date 30/10/2019. It has been 3 months but I still not paid.

I did live chat many times but they were unresponsive and gave unclear answers.

I emailed cs@5plusbet-bk.com but no reply. I also message their casino representative in lcb.org but no reply.

I tried to login to my account today  but only loading for long time.

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4 years ago

Dear Martha,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. I can only imagine how frustrating it must have been for you to wait for your winnings for almost three months. Please allow me to ask you few questions so I can understand better what the issue might be. Did you receive an actual email from the casino that the account verification has been successfully completed? If so, please forward it to petronela.k@casino.guru. Afterwards, I will contact the casino and try to settle this case as soon as possible, to your satisfaction. 

Thank you in advance for your reply.

Best regards,

Petronela

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4 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 years ago

Dear Martha,

Thank you very much for your quick reply. I contacted the casino regarding your delayed withdrawal. Hopefully, we will receive a response soon and sort this case to your satisfaction.

5plusbet Casino, thank you in advance for your reply. 

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4 years ago

We would like to ask the 5plusbet 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’.

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4 years ago

Dear Martha,

 

We will definitely understand the situation and give you an answer as fast as possible.

 

Best regards,

5plusbet Casino

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4 years ago

Dear Martha, we figured out your situation.

 

You were mistakenly awarded rakeback after the last successful withdrawal of funds in the amount of 50 euro.  We do not have poker on the site, and you played blackjack and cashback is also was credited by mistake, since you played board games, and the promotion clearly states that cashback is given only to slots. Thus, the entire winnings were canceled, as it was received due to erroneously accrued bonuses. We apologize for the inconvenience.

 

Best regards,

5plusbet Casino

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4 years ago

5plusbet Casino, thank you for your reply. If I understood it correctly, the player has received the bonus by a mistake. If this is the case, would you consider compensating the player? The whole situation has been created because of "mistakenly awarded rakeback". Please let me know if there is anything you could do, to settle this unpleasant case. 

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4 years ago

Dear Petronela,

 

We credited a bonus of 15 euro on player's account for the mistake.

 

Best regards,

5plusbet Casino

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4 years ago

5plusbet Casino, please could you send me a link for bonus Terms and Conditions on your website? I would like to check if the player was informed proprerly about the rules how the received bonus had to be played. Thank you in advance.

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4 years ago


Dear Petronela, that is link on bonus: https://www.5plusbet11.com/#/promos/?slug=casino&news=315298

 

Best regards,

5plusbet Casino

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4 years ago

Dear Martha,

I’m sure you have checked all the above conversation between the casino and myself. I have to say, that even if the casino rewarded you with a bonus by a mistake, there is a rule about any bonus to be used "for slots only". Are you aware of wagering/playing the bonus on different games? Please get back to me, I will be waiting for your reply patiently. Thank you.

 

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4 years ago

Dear Martha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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