The player from Greece successfully submitted and had their verification documents accepted, yet the casino continues to cancel their withdrawal requests without explanation. After contacting live support, they are directed to email support but receive no response.
Casobet Casino - Player's withdrawals are being canceled without explanation.
Amount: €230
Casobet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case opened
Current status
Waiting for casino to reply
2d 22h 6m 29s
Case summary
4 days ago
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3 weeks ago
Translation
Even though I have sent all the documents requested for the verification of my account and they have been accepted, they refuse to approve my withdrawals and keep canceling them without any explanation. In live support, they tell me that they do not see any update regarding the reason for the cancellation and refer me to email support. Indeed, I send an email, but I never receive a response!
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3 weeks ago
Hello gerasimoskioukas,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casobet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 weeks ago
Translation
My account has been fully verified for about a week now. The winnings have come from my own money and I have not used any bonuses. I talk to them daily after each cancellation of my withdrawal.
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3 weeks ago
Hello gerasimoskioukas,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
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3 weeks ago
Translation
I have sent you a conversation that I have kept. Unfortunately, I didn't keep the previous ones.
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3 weeks ago
Translation
Good morning. Have you checked the emails I sent you? The company responded to an email in which I asked why I can't withdraw my winnings and they replied that I have to wager my deposit once before requesting a withdrawal. However, I have bet my deposit more than once.
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2 weeks ago
Hello gerasimoskioukas,
Yes, checked the e-mails. Did the casino specify how many times do you have to wager your deposit? Would it be possible to forward your full betting history to nikolas.b@casino.guru?
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2 weeks ago
Translation
He told me to cash out once the money I have in my account right now. I have asked them to send me the paragraph where it says in the terms what they are asking for. The full betting history unfortunately I can't find how to send it.
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2 weeks ago
Thank you gerasimoskioukas for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 week ago
Dear gerasimoskioukas,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casobet Casino representative to join this conversation.
Dear Casobet Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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4 days ago
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.
Casobet Casino has 2d 22h 6m 29s to reply
Mirka is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
