Casobet Casino - Player’s struggling to withdraw his winnings.

Dear Sabin Alexandru,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, the documents have already been verified since last week, they have denied me the next day since I made the withdrawal without notifying me with an email or something, I have tried to find out the reason for rejection but no support does not answer this question They only say that they have sent the department and I will receive a response shortly but so far I have not received any response. Today I have made a withdrawal again, in the chat they have said that until the end of the day it will be reviewed now It's 8:25 p.m., let's see what will happen until the end of the day for the hours that you still want. If you want, I'll send you screenshoot with the conversations I've had with all the media so far!

Please forward any relevant communication and screenshots to petronela.k@casino.guru. Meanwhile, could you please advise if you accumulated your winnings with or without an active bonus?

I have deposited and received a 120% bonus

Look they have rejected my withdrawal again and they have put me in available balance € 30.87, please help me, what happens with this casino, I leave you the photos of the account

Thank you very much, Sabin Alexandru, for your reply. I have checked general bonus terms and conditions, and this is what I found https://casobet.com/en-GB/home/page-control/1:

Even though I must say that the list of forbidden games for the bonus play is rather long, if you are aware of placing bets on restricted games while wagering your bonus, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to contact me you feel that you have been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

It is that I had no idea about this, the day I deposited and received the bonus, I asked the support in the chat if I can use vpn and thus I can play all the slots, the support had to tell me in the chat that it is forbidden to play some games using bonuses ...

Hello Sabin Alexandru,

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Sabin Alexandru,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.