5plusbet Casino - Player’s withdrawal has been delayed.

Good afternoon, since last week it has been difficult for me to make withdrawals to my neteller account from the casino. I had already been making deposits and withdrawals with my neteller account as I was winning or losing and everything was very fast (in 15 min or less I had the money in my neteller account) and one day they denied me the withdrawal because I had to validate my account. The next two days I was sending and validating the documentation and finally they told me that my account had been verified and that I should redo the withdrawal request, I did it and the 72 hours that they indicated passed and the withdrawal was not processed. They told me that it was probably a problem with the platform because they had approved the request. Finally my application was canceled. That day later I made a deposit with my skrill account to validate if I could use it later to withdraw and I could but only 2 times, then the same thing happened to me as with neteller, normally withdrawals are processed in 15 minutes and this new skrill happened the same than with the latest from Neteller. To this day I still cannot withdraw my balance of 544 usd and I have written to them to see how it can be solved and they tell me that I must wait 72 hours again. Yesterday I lost the balance I had in the account and I wrote to them to see if they would cancel my withdrawal and they would return the balance to my account so that I could continue betting and they did not give me an answer either. What do you suggest I do? I don't want to keep adding money to the casino account until I resolve this withdrawal.

Dear Jorgius13,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days to get fully processed. Could you please specify whether you wish to cancel your withdrawal to play, or withdraw the money? We need this information so we can continue resolving this case accordingly.

And I agree that it would be the best to not deposit any more money, until this issue is resolved.

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Looking forward to hearing from you.

Best regards,

Kristína

Hi Kristina, how are you?

I'll tell you news, today I communicated by chat and asked to cancel the withdrawal by chat to play and try a new withdrawal with skrill to see if I achieve better results, so they canceled the order that had several days in "pending" status

Today I made a new withdrawal request for 544USD to my skrill account (where I also previously made deposits and withdrawals) and it was not processed in the 15 minutes as it usually does.

If you think so, we will wait the 72 hours that they say is the maximum term to see if this time they effectively process it within that period, and if they do not, at least explain the problem to me to see how we can solve it. you think?

I am going to send you some screenshots by mail so that you can see in what status the withdrawal shows me, amounts, balances, etc. and if it seems like Tuesday I will write to you to see if there is news about the status of the withdrawal.

a greeting

Jorgius13, thank you very much for your reply and email. So let's wait and see. Please, let me know if there is anything new, so we can continue resolving this case accordingly.

Good morning, I am writing to you because the problem with my withdrawal of money remains.

More than 72 hours passed and yesterday I wrote them an email to tell them that my withdrawal was still in "pending" status and their response was that they had authorized the payment, that the problem was next to the payment system and they told me that they were going to write to them in order to expedite your payment. I asked them when the problem would be solved and they didn't give me an answer.

Today I wrote to them again and they told me the following: "Your application got stuck in the system and was rejected" Please do it again. So I tried again but again it still does not process.

I can't wait 72 hours for them to keep doing the same thing to me again. I don't understand how a deposit with the same payment system is made instantly and a withdrawal takes more than 100 hours and they end up rejecting me when it was processed in less than 15 minutes before.

Can you help me? What do you recommend doing?

Greetings,

Jorgius13, since you've made a new request, I would recommend waiting for a few days more, as there is clearly some problem going on. I understand it must be frustrating, but we will keep this complaint opened and if you don't receive your withdrawal again, we will intervene. Your patience is higly appreciated and, please, keep us informed about the issue.

Good morning, I am writing to you because they spent again 72 hours without processing my order and they canceled my withdrawal request by skrill again. They responded to the email indicating that please re-apply.

As I told you by email, yesterday I tried to make a deposit of 10 usd from my skrill account to the casino and I was able to do it without any problem. So the payment system works.

I ask you please to intervene to be able to withdraw all the money from the casino account to my skrill account (1,535.40 usd).

Thanks for your help

The truth is that I subscribed to this casino because I saw your review on the page, I did not expect to have these difficulties.

A greeting.

Thank you very much Jorgius13 for your cooperation so far. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jorgius13,

I looked at your complaint and will do my best to help you. I would like to invite 5PlusBet Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Good morning everyone, I wanted to ask you if you consider it necessary to write an email to the casino indicating that we are doing this management from casinoguru so that you are informed ?. Or if you are directly contacting them?

I'm sure the problem can be solved with a simple approval of the current withdrawal request that I have via skrill; which has been a payment method previously used with them for deposits and withdrawals.

I await your response to see what you recommend doing.

Thank you very much

Dear Jorgius13,

we are directly contacting them, so it's not necessary to write them an email. Let's wait for their reply.

Excellent Viliam, we await your response. At the moment, the withdrawal request by skrill is still in a "pending" state, as I gave you a screenshot via email on Tuesday.

Sure soon it will be solved. Please let me know if you need any additional information that I have not sent you via email.

Thank you very much

a greeting

Dear Jorgius13,

There really is a technical issue on our side with Skrill and Neteller payment systems. We apologize to you, this issue will be resolved this week and you will be able to withdraw your funds.

Dear Casino 5Plusbet,

Ok, thank you for the answer. Could you tell me if when you solve the problem you are going to process the current withdrawal request (for 1.535,4 usd )that is in "pending" status?? or I will have to do a new one??

In case of being the last option, how will I know that they have already solved the problem?

I already have more than 20 days with this problem, I really appreciate that you understanding my situation and my annoyance. I just want to be able to withdraw my winnings.

Thank you

Good afternoon,

I update with the latest happened today:

Today, the casino rejected my withdrawal request that I had made on October 06 telling me that the skrill payment system has a issue.

I would ask to Casino 5plusbet: Can you tell me what day this week I could re-order the withdrawal of skrill when you fixed the problem mentioned?

Thank you

Dear Jorgius13,

Make a new request now, it will not be canceled.

Dear 5Plusbet Casino,

I have made a new withdrawal request request for Skrill. It appears in the "Waiting for Payment system Approval" status.

I really appreciate your help in finalizing this new withdrawal request.

Thank you very much

I await your news

Hello Jorgius13,

please, let me know when you'll receive your winnings.

Good morning, at the moment the withdrawal request has 24 hours and is still in "Waiting for Payment system Approval" status.

I hope soon to receive good news from the 5Plusbet Casino Representative and to be able to have my money between today and tomorrow.

Thank you very much to all.

Please, let me know when you'll receive your winnings.

Hi everyone,

It's been more than 72 hours since I made my new withdrawal request and I still haven't received my earnings.

The order is kept in "Waiting for Payment system Approval" status.

Hopefully the representative of the 5plusbet casino can help me today to collect my winnings.

Greetings

I updated amount of the complaint from $544 to $2105 per player's request.

Dear Jorgius,

did you received your winnings?

Good morning Viliam,

I still do not receive my winnings.

I ask for your help to agree with the casino some manual way to approve the payment in the payment system via skrill. There has to be a casino specialist who can fix the problem with some manual approval.

The problem is more than 1 month old and several days have passed since the casino said that it estimated to solve the problem without giving any news.

Thank you very much

Greetings

Dear Casino,

we would like to ask you to resolve this issue, you asked player to make a new withdrawal request and it's still pending.

Dear Jorgius13,

We once again apologize, but we had serious problems with the Skrill payment system, for the moment we eliminated it and paid out the winnings. Thanks for your waiting.

Good afternoon everyone,

I am really very happy to receive the money for skrill after 1 month and I do not want to generate any controversy with comments.

I am very grateful to CasinoGuru, especially to Kristina who reviewed my case at the beginning and to Viliam for all that she helped me throughout this month to solve my case.

Following the steps recommended by Viliam and with the intervention of the licensor, the problem was solved.

To 5plusbet casino, thanks to those who were really interested in helping me solve the problem.

Greetings to all

Dear Jorgius,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam