The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. The withdrawal was repeatedly rejected while the casino kept requesting further KYC documents, including a SIM contract with a recent date, despite his verification already having been validated and the documents for a prepaid SIM having been provided. After we followed up, the casino confirmed by email that the documentation had been verified. The outstanding winnings of €70 were then credited to his account, and the complaint was resolved and closed.
Aerobet Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €70
Aerobet Casino
Safety Index 7.7 Above averageCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru team,
I am filing this complaint against Aerobet regarding the failure to process a €70 withdrawal and the continued unjustified cancellations.
On August 11th, I submitted my first withdrawal request. On August 14th, the withdrawal was canceled and credited back to my balance due to KYC verification. On August 18th, at 9:47 AM, I emailed the official Fastweb mobile contract in PDF format. On August 22nd, noticing yet another cancellation without explanation, I sent a formal reminder. As of today, August 24th, 13 days have passed since the first attempt, and the request has been canceled and credited to my balance four consecutive times, despite me providing all the requested documentation. Customer support doesn't provide any information via chat and refers me to waiting emails that never receive a response. I have all the screenshots to support this request. I request your assistance in validating my documents and releasing the €70 payment.
Kind regards, [redacted]
☺️☺️☺️
Edited by a Casino Guru admin
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear SupernovaC80,
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
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2 weeks ago
Dear SupernovaC80,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
TranslationGood morning. Unfortunately, the money hasn't arrived; our fifth withdrawal attempt was also rejected.
We've already responded to them via email, explaining that today's or recent date is a requirement for household utility bills, but absolutely not for a prepaid SIM contract. A SIM card issued in 2023 necessarily has the original activation date of 2023; it can't have today's date. We've already provided the activation contract with all the personal information and receipts from the operator's official app. Requiring today's date on a 2023 contract is an absurd request, used only as an excuse to avoid payment.
Thanks for your support
good job 😊
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2 weeks ago
TranslationGood morning. Unfortunately, the money hasn't arrived; our fifth withdrawal attempt was also rejected.
We've already responded to them via email, explaining that today's or recent date is a requirement for household utility bills, but absolutely not for a prepaid SIM contract. A SIM card issued in 2023 necessarily has the original activation date of 2023; it can't have today's date. We've already provided the activation contract with all the personal information and receipts from the operator's official app. Requiring today's date on a 2023 contract is an absurd request, used only as a pretext for not paying.
Thanks for your support
Good work
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2 weeks ago
TranslationIf you have an email address, I'm attaching the emails I communicated with them.
If you need further details
KYC verification has been validated
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Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationGood morning. We would like to inform you that we have sent the final documentation to Aerobet: the operator Fastweb issued us an official communication today certifying and accompanying the subscription contract in the name of [redacted].
We've attached both the contract and a full screenshot of the official email we received from the operator today. Having met all the age and date requirements, we're awaiting the casino's response and the withdrawal's release.
Edited by a Casino Guru admin
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2 weeks ago
TranslationGood morning.
I'm updating you that the casino continues to systematically credit the amount to my game balance for the sixth time, without providing any reason via email or officially accepting the documentation provided (including today's Fastweb certification). I've resubmitted the withdrawal request, but the balance remains intact and awaiting payment. I ask you to contact Aerobet management directly to unblock the payment.
Thank you
Good work
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2 weeks ago
TranslationGood evening
The casino finally confirmed via email that the documentation had been verified.
I am waiting for the funds to be received to confirm the resolution of the case.
thank you so much ☺️
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2 weeks ago
TranslationComplaint Update
- Payment received and case closed
Dear Casino Guru Team,
I would like to inform you that the outstanding payment of €70 has finally been credited to my account today.
The issue has been fully resolved, so you can proceed with closing the open complaint. Thank you for your assistance.
Best regards,
[redacted]
Edited by a Casino Guru admin
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2 weeks ago
Dear SupernovaC80,
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,
Jean
Casino.Guru
