The player from Germany was unable to withdraw his winnings from Aerobet despite having provided the requested documents, which he claimed had not been processed. He expressed frustration with the platform, stating it was fraudulent and requested an immediate transfer of his funds while permanently blocking his account. It was clarified that the player had not made any successful withdrawals previously and that his winnings had been lost through gambling. The complaint was rejected because the lost funds had been used to place bets, and responsibility for these losses rested with the player. The issue was closed as no refund or recovery of lost winnings could be facilitated.
Aerobet Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €3,000
Aerobet Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Good day, I made a profit at Aerobet.
But unfortunately, it's impossible to get the money.
They asked me for documents, but I have everything and none of them have processed it yet.
They deliberately let me lose all the money.
I request that the fraudulent entrepreneur immediately transfer the money and permanently block my gaming account with them, without any possibility of me playing here again.
This is one of the fraudulent platforms I've played on so far.
Normally you receive the money immediately, but here it's completely different.
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1 month 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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1 month ago
Dear elvissweet,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Can you clarify whether your KYC verification was completed?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
TranslationHave you previously made any successful withdrawals from your account? No, I haven't withdrawn any.
Could you please confirm if your KYC verification has been completed?
I sent all the documents, but the verification process is taking a very, very long time. I waited a day and still haven't received confirmation, and I still haven't been able to withdraw my funds.
Were your winnings earned during or without an active bonus? If a bonus was active, please specify which one. No
The money is gone now. I gambled it all away.
I only offer the manager of the company who will immediately ban my gaming account for life, without any possibility of me ever being allowed to play here again.
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1 month ago
Thank you for your reply, elvissweet. I'm very sorry, but because the funds were used to place bets and subsequently lost, we are unable to recover or refund the lost winnings. Responsibility for the account, active balance, and any bets placed rests with the player. I understand this is frustrating, especially given the failed withdrawal attempt, but we cannot ask the casino to refund these losses. We truly wish we could do more, but we are unable to assist further in this matter.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
