CitoBet Casino - Player's withdrawal is delayed for over a month.

Hello! I made a withdrawal on the morning of October 25th at 9 AM. I withdrew €20 on my tablet and didn't use any bonuses. I have taken screenshots of the winnings, the withdrawal, and all communications with the casino. I can log into my account normally, but at the moment, I don't dare to make any deposits until I receive my winnings.

There were no issues when making the withdrawal request. I then asked in live chat how long it would take, and they replied that for the first withdrawal it usually takes a few days. A week went by, and it still hadn't been processed. Now, it's been a month, and they respond to my emails once a week saying they are waiting for some update. I'm frustrated since it's already been a month and I still haven't received my money.

Hello Annaelina,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CitoBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• 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

Hello, so I made a €1761 withdrawal request on 25 October 2024. My account is confirmed immediately upon the withdrawal request. They said my account is now verified. And last Sunday they asked to confirm the address and I confirmed it again, so my account is now confirmed. I got my winnings with real money. I sent them an email a few days ago asking what the status of the repatriation request is. They haven't responded. The other day I chatted in the live chat, they said that I have to wait for an answer by email from the relevant department.

I can log into the game account normally. My withdrawal still says "in processing".

Tonight I spoke with them on live chat

Thank you Annaelina for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Annaelina, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite CitoBet Casino representative to join this conversation. 

Dear CitoBet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Annaelina, 

thanks for your patience, I have received your emails. I will post an update soon.

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.

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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming control Board Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina