ChachaBet Casino - Player's withdrawal request is delayed.

I am submitting this complaint regarding a withdrawal request I initiated with Chachabet Casino on September 18, 2024 (Withdrawal ID: WITHDRAWAL_635e913d-712b-4922-b5bf-c8e15b091d9a). Despite multiple attempts to resolve the issue through customer support, the withdrawal remains unprocessed for over 13 days, and I have received vague and unsatisfactory responses throughout this period.

Timeline of Events:

September 18, 2024: I requested a withdrawal and was informed by the VIP Manager that some of my latest deposits had not reached their bank account, which was causing the delay. I was asked to wait until the deposits were processed.

September 19, 2024: After cross-checking my account, I noticed that deposits made on September 11 and September 13 had been debited from my bank account, yet Chachabet claimed they hadn’t received them. Despite my concern about how long this was taking, I was simply told to wait with no further clarification on a time frame.

September 22, 2024: After 11 days, I followed up, but was again told the deposits were still not received. I asked for specific details about which deposits were pending and was given no specific answers. Chachabet kept insisting that the deposits were "on the way" without offering any evidence or clarity.

September 24, 2024: Frustrated with the lack of transparency, I provided my bank statement showing that the deposits were successfully debited from my account, and I requested proof from their end that the funds had not arrived. The VIP Manager said they would transfer the information to their finance department, but again, no clear timeline was provided.

Bank Confirmation: I contacted my bank, which confirmed that all transactions had been processed successfully. The bank even provided BULK delivery codes for Chachabet to verify the transactions. I shared these codes with Chachabet, yet they still claimed they needed to check with their finance department, further delaying the resolution.

September 24, 2024: After all this back and forth and proof and evidence that I sent them they said give us some more time as we investigate this. They also said they will send me the evidence of the transactions being "on their way" which is why they credited the amount in my chachabet account website so I could play with it. This evidence never arrived. Now all of a sudden after they got all the proof in the world, the money has been refunded to my bank account 13 days after I deposited the amount, played with it, won bets with it and applied for withdrawal of it. Now after everything they refund it to me so that they don't have to pay withdrawal the money that I won by playing on their website.

Dear monish,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ChachaBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you made previous successful deposits to the casino using the same payment method?
• Was your player's account verified?
• Could you please share the communication between you and the casino supporting the timeline of events? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, I appreciate your reply. To answer your questions:

• Yes I have made successfull deposits in the past with the same payment method and have also made one 500 euro withdrawal before which was successful after a series of emails and took about a week from the original withdrawal request date.
• Yes my account was completely verified
• I had tried to attach the PDF of the email communication between me and chachabet with my complaint but wasn't able to. I have sent you the whole email thread of the communications between me and Alexa, my Chachabet VIP manager.

I also have taken a screen recording of all the bets that I made and won on their site with the 170 EURO that they refunded to me. Let me know if you need it.

According to the communication from your VIP agent, the case was still under investigation.

Could you please advise whether the investigation is still ongoing, or whether the casino reached any conclusion?

Wait I just got my deposit today Morning into my bank account without any explanation. I messaged them yesterday and they still said they’ll send it to relevant department etc. But I just checked and I miraculously received the 1292 Euros in my bank account I don’t know if you did something or they just completed it but I’m thankful I received it after 2 weeks of thinking I won’t. I’m really happy and I think we can close this case maybe.

Dear monish,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru