CoinBets777 Casino - Player’s winnings haven’t been received yet.

On May 24, I deposited $100 and used one of this casino's promotional bonuses. I won $500 after meeting the casino's terms for said bonus. I requested my withdrawal that same night and the system automatically canceled my withdrawal request. I chatted with a representative who told me that my verification documents needed to be completed so I completed them that same night. The next day, I reached out to see if they had received my documents and they said they had but that their system was experiencing technical difficulties. After multiple attempts, I was able to submit a request on May 28. I provided my Bitcoin address for their platform can only send payment via Bitcoin. Payment via Bitcoin is normally much much quicker than bank transfers so after nearly two weeks, the status of my payment is still pending. I reached out to agent Austin on June 5 who told me their system was still down and to wait 24-48 hours. Tonight, I just chatted with Grace and requested to know the status of my withdrawl but she decided to sidestep my question and offer me an incredible promotion if I reversed my winnings. I told her that I wasn't interested and that I just wanted to know the status of my withdrawal, to which she told me she would send me my money within the hour "if I reversed half my winnings". I again told her I was not interested and again asked her to send me my money, to which her reply was that if I reversed half my winnings, she would really appreciate it and then she would talk to the finance team so they could send me my winnings within 2 hours. I was beside myself. I told her that now i was upset and that, if she did not send me my money, I would complain to Casino Guru, to which she then replied "now the withdrawal system is down and I will let you know once it is back up". Clearly, the casino does not want to pay its customers and they continuously use this excuse to dismiss their inquiring requesters. This casino is nothing but a scam and I want everyone to be aware. I dont want the casino to contact me to ask me to take down my review like another casino did. Coinbets777, do the right thing and honor your word. We had a deal. I paid you $100 to risk at your casino and I won $500 fair and square. Now, take care of your part and pay me my winnings. You already have my Bitcoin address so there is no need to contact me to verify anything else. You already have my verification documentation which I sent you on the 24th. Check your email. It's there. Send me my money asap please, and then I will take down this review. I am attaching my chat with Grace here.

Dear calbert100576,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Kristina, please know that I am very much aware that it has been less than 2 weeks since I have requested my withdrawal. I have been playing online casino for years, so I know how things work. It does not take all this time for a casino to review and approve a withdrawal request. My request still shows as "requested", not even pending. I have done all my verification as I have stated on my complaint. Please take the time to read the conversation between the representative and myself that I have attached. Please also bear in mind that I actually requested my winnings on the 24th but their system wouldn't allow me to request anything until the 28th and they keep giving me the run around. If I must wait until Tuesday which would be 14 days, then so be it. They are open 24 hours a day, so it should be 14 calendar days. Thank you.

Dear calbert100576,

Have you received your withdrawal from the casino yet?

Hello, no I have not.

Thank you for your reply, calbert100576. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• If possible, please post a screenshot of your withdrawal history here in this thread.

Good morning,

1. No, I have not made any successful withdrawals with this casino in the past.
2. I thought I had received a confirmation email from casinobets777 indicating that I had passed the KYC verification; however, I am attaching an email demonstrating my cooperation with the casino in submitting the required documents on 5/24/24, and on 5/27/24, an email asking the casino if they had received my documentation and they never replied. Please find attached a screenshot of said emails.
3. Please find a screenshot of my withdrawal history.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I just emailed you my communication between the casino and myself at kristina.s@casino.guru.

Let me know if you need anything else. Thank you.

Thank you very much, calbert100576, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, calbert100576!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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 no faith that the Casino will reply as they have given me the runaround for the past month and a half. Guess what? The status of my withdrawal on their site today after a month and a half still shows as "requested". No action has been taken whatsoever. Once this case has been closed as unresolved, I will dispute with my bank the charge that I made with this casino to begin with and my bank will have a copy of this complaint and they will refund me my money instantly.

I just hope my experience will help spread awareness about this casino. Stay away from Coinbets777. This is a prime example of a casino run by crooks. Another one is Sunrise Slots. They also refused to pay me my winnings from a free bonus they offered me back in April. I have had positive experiences with other casinos that are ranked as safe with high ratings on this site. Do go through Casino Guru's list of safe casinos to play at, and stay away from those with bad ratings. They have bad ratings for a reason. Hopefully one day those casino crooks like Coinbets777, that like to take your money and not hold their end of the deal, will run out of business and shut down permanently like they deserve to.

calbert100576, please, do not attempt to do a chargeback, at least for now. We have received a response from the casino and now they are looking into the situation.

calbert100576, I have been told that the casino team has been trying to contact you, but they couldn't reach you. Therefore, please, contact them via live chat or e-mail.

Dear Pavel, thank you for all that you've done to help me; however, I have decided I no longer wish to engage with this Casino. I do not see on my phone that there was a true attempt to contact me as I have received no voicemails or missed calls from this company. Please close my case and tell the casino to keep their money. It was never about the money. No business should allow their customers to wait two months to hear from them. I had attempted several times to communicate with them before to get them to do the right thing and they have done nothing but give me the runaround. I do not need them to contact me any further. I am not interested in engaging with them any longer. I don't believe this Casino has good intentions, and I will stay far away from them. There are other casinos out there that have shown their credibility by not bribing or lying to their customers, and that is exactly how I felt I was being treated by coinbets777. So they have lost me as a customer and I hope that no one else falls victim to their scam. It is too late two months later for them to do anything that will convince me to continue risking my money to play at their casino.

calbert100576, I guess this casino is just simply not one of those that contact their customers by phone. The representative have told me that they have been trying to contact you in your casino account, but you have not logged in for some time. Also, I understand your frustration. I am sorry to hear that you feel that way and hope that only the best awaits you in the future. I will now reject your complaint by your request.

Thank you!