CampoBet Casino SE - Player’s withdrawal is delayed.

Hello! I need help. I deposited 10,000 SEK on January 2nd at 00:00 and made a withdrawal of 50,000 SEK on the same day at around 11:00. I've had to verify my account before I can make withdrawals. First, I had to verify myself via BANK ID for a company called KreditZ where Campobet gets access to my bank transactions. This was approved. A few days later, additional verifications were required. I had to provide ID and address proof. I did this and it was also accepted. But now, there is no communication from the company. My withdrawal is still pending approval. How long should I have to wait for this to go through? Should I hold off contacting the Gaming Inspectorate & the Consumer Agency?

Dear Lydiad99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Have you received any confirmation email regarding successful verification?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

• That's right. My withdrawal is still pending on the account.
• I requested a withdrawal on January 2 at approximately 11:00 AM.
• Haven't received an email that the verification has been completed. It says that the verification is in progress but that they have accepted/approved everything I have submitted so far.

Hello again!

Trying to log into my account this morning and it says "Self-exclusion. You are trying to log into an account that has been suspended at your request"

Absolutely have not closed my account.

Then I write to them on Live Chat. Then they come back with the following "We would like to inform you that a Skype call must be held in order for us to complete the verification process.

Please provide us with your Skype username and select a time and date from the following range (this week): Mon-Wed 08:00-16:00 (GMT +3)

We need to know 24 hours in advance"

So they have suspended my account & want a Skype meeting. I will have a meeting with them tomorrow and will try to update you on the situation thereafter.

Is this how a gaming company with a Swedish license takes care of its customers? I have been betting for many years. Have never come across such a company that systematically works by not accepting withdrawals & dragging out a process. On the Trustpilot page, this company has received a rating of 1.5 - 2. Way below average. There are over 100 reviews. Everyone who complains has exactly the same problem. Difficult to get your money out. Protracted process. Scam company. Etc.

Hi Lydiad99,

It is not uncommon for the casino to request a Skype call with players during the verification process. If you have already undergone the Skype call, please update me on the results.

Thank you.

Dear Lydiad99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.