The player from Greece had successfully submitted and had their verification documents accepted, yet the casino continued to cancel their withdrawal requests without explanation. After contacting live support, he was directed to email support but received no response. Despite providing details about his account and wagering history, the casino failed to clarify its withdrawal conditions and did not cooperate with the Complaints Team. The complaint was marked as 'unresolved' due to the casino's lack of response and absence of valid licensing, with the potential for reopening if the casino decided to engage.
Casobet Casino - Player's withdrawals are being canceled without explanation.
Black points: 77
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months 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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2 months 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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2 months 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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2 months ago
Hello gerasimoskioukas,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
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2 months ago
Translation
I have sent you a conversation that I have kept. Unfortunately, I didn't keep the previous ones.
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2 months 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 months 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 months 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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1 month 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 month 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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1 month 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.
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1 month ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Mirka
