Aerobet Casino - Player's withdrawals are delayed.

Hello,

I am having an issue with Aerobet regarding my withdrawals.

My total balance was €15,000, and so far, I have only received €500.

The main problem lies in the withdrawal process. I waited about four days for one of my withdrawals to be processed, only to see it cancelled because Aerobet required additional verification regarding my phone line.

I have now provided the requested recent phone bill, dated August 2026.

What worries me is the slow response time from customer service; every new delay drags out the withdrawal process even further. At this point, I seriously fear that I will never receive the remaining funds or that the withdrawal will take weeks.

For now, I am waiting for their response regarding the phone bill verification and the withdrawal limit. However, I am convinced they will find another way to delay the withdrawal to force me to play through the rest of my money.

I am filing this complaint to document the situation and seek assistance, as waiting several days for a withdrawal only to have it cancelled—combined with slow customer service—is becoming extremely concerning.

I do not want to wait years to get the money I am owed!

Thank you.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika