Aerobet Casino - Player's withdrawal has been delayed for over 5 weeks.

Hi. Please assist.

On May 2ndcI made deposit for 700 NOK to Aerobet.com. I was offered 125% deposit bonus and accepted.

After wagering through a very high rollover, I was left with an amount a bit over the allowed win, which system reduced to 5450 NOK.

I submitted KYC documents and after some system trouble verifying payment method, my account was confirmed verified May 3rd and I requested withdrawal.

The casino promotes processing withdrawals within 72 hours.

It has now been over 5 weeks where I have countless times talked to live support who gives no reason for delay, and simply generically asks my patiemce and apologizes delay.

Throughout the 5 weeks I have sent many emails on the matter. None are responded to.

It seems obvious the casino is either a scam operator or in serious financial trouble. Either way, its absurd and troubling that such a casino has a safety rating of 7.8 in casino.guru.

In my opinion there should be no doubt this casino should be blacklisted.

I posted a review in casino.guru on tje issue weeks ago. This has not been responded to by aerobet either.

Please assist me in gettimg the issue resolved with aerobet.com or take proper measures to alert gaming community that this is not at all a safe casino to deposit to.

Attached are screenshots verifying date of withdrawal request (still pending), screenshots that all parts of KYC are verified, and casino.gurus safety score on aerobet.com.

Please help me/and or gaming community in general with this very bad actor in casinogaming

Best regards

Kaffikopp

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Dear Kaffikopp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi Tomas and thank you for opening my complaint very swiftly. Highly appreciated.

I have not made previous withdrawals. I believe my win was on my first deposit, utilizing and wagering welcome bonus.

Wagering completed and played within all terms.

As to communication with casino, most my communication has been with livechat, whom I have spoken to several times pr week. They have given no substantial info, generic answers only. No response as to why withdrawal is delayed and no estimate as to when it will be processed. Unfortunately I dont think this communication is retrievable.

I have also sent them several emails. None have been replied to. I will immediately attach in an email to you Tomas.

Again, thank you for the fast initiation of my complaint case.

Best regards

Kaffikopp

Dear Kaffikopp,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Kaffikopp,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Aerobet Casino to join this conversation and assist in addressing the complaint.

Dear Aerobet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya and Dear casino.guru

First off, thank you very much for assisting me in this matter.

I do by no means want to make assumptions as to whether Aerobet will reply in this complaint case or not, but its been 5 days with no response now. Additionally almost two months my withdrawal has been pending.

I dont know what measures are taken vs a casino that doesnt process withdrawals to players, and I dont presume to advice casino.guru in what Im sure you are very experienced at, but in my mind there is no doubt such a casino should be automatically blacklisted so gaming community are given best possible opportunity not to deposit to a casino they will never receive their winnings.

For sure a casino who operates like this ( given this case ends as it seems right now) doesnt do it only once or to one player.

I would also like to take this oppprtunity to ask aerobet.com to reply in this post (and process my withdrawal).

Again, Munya and casino.guru, I very much appreciate your assistance in my case and the work you do for gaming community in general❤️

Kaffikopp

Dear Kaffikopp, Dear CasinoGuru team,

Thank you for having us here. We kindly ask the user to recreate a withdrawal request on bank card - withdrawal should be created on the same method that you used for the deposit. Thank you!

Dear casinoguru, Munya, and aerobet representative.

Some clearification to aerobets post above:

Please note as seen in screenshot that only Mifinity withdrawals and crypto withdrawals are available from my aerobet.com account.

Id like to inform that aerobet has emailed me today to withdraw to a card, after they today cancelled my original withdrawal by USDT (suggested by aerobet live support), after its been pending 49 days with no update and no response on my repeated emails and live support requests.

I have now made a new withdrawal request by Mifinity, the only other option than cryptos and have requested in my response email (including mifinity verification) that its processed as soon as possible.

Kaffikopp

Kaffikopp

Thank you for your messages and for your kind words. I really hope that your withdrawal will be processed soon. Kindly update me of any development regarding your new withdrawal request.

Aerobet Casino

I hope you will be able to process the player's withdrawal through Mifinity since it is the only available payment option. Your cooperation and assistance will be greatly appreciated.

Thank you Munya. I will update if and when the withdrawal is processed. As of now, Tuesday 23rd 13:55 CET, its pending.

Best regards

Kaffikopp

Kaffikopp

I am looking forward to your update.

Dear Munya and Casinoguru

Withdrawal is processed and received in Mifinity.

Id like to extend my gratitude to you for invaluable assistance❤️

Thanks also to Aerobet representative for assistance in having this case resolved.

Best

Kaffikopp

Dear Kaffikopp,

We appreciate your patience and apologize for the inconvenience caused. Thank you!

Dear Kaffikopp,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru