Everbet Casino - Player's withdrawal request is denied.

They refused to withdraw, even though my account is verified, when I asked to return the deposit and close my account, they refused. I called the number listed on the site, but no one answers...

Dear animindilikova,

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 before?
• Do you currently have any pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I have had successful withdrawals before. I currently have a pending withdrawal and yes, the amount was won with a deposit bonus

Thank you for your reply, animindilikova. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

I can't see my withdrawal history because after a withdrawal was denied and they refused to close my casino account, I blocked it for 4 weeks. It seems pointless to deposit money somewhere where I can't withdraw it. I had requested ePay.bg as a withdrawal method, I've made withdrawals with them before and approval took minutes

When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

The casino refused to send me the history of communication with them.

And unfortunately I didn't take any pictures of the chats.

Thank you very much, animindilikova, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 animindilikova,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Everbet Casino to join the conversation.

Dear Everbet Casino,

I would be grateful if you could provide clarification regarding the non-processing of the withdrawal. The player stated their account has already been verified, and they have made successful withdrawals in the past, so I would like to understand the reasons for your latest actions. If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]

Dear Casino Guru,

Thank you for bringing this matter to our attention.

In line with our commitment to customer privacy and data protection policies, we’re unable to comment on individual cases. However, we strongly encourage the customer to reach out to us directly through our 24/7 support channels — via chat, email, or phone — which can be accessed here: https://everbet.bg/bg/help. This will allow us to look into the matter thoroughly and provide appropriate assistance.

Customers are absolutely entitled to request a copy of previous communications, and we aim to fulfil such requests promptly. If, for any reason, a request was declined, we kindly suggest that the customer forward the details from their registered email address to [email protected] for the attention of supervisors, so our supervisors can review the situation and ensure everything is handled properly and investigate if such a request was not accommodated.

A refusal of a withdrawal request, even if a previous withdrawals were approved, may still happen due to several factors, to name a few:

• A new deposit method was used, but verification for the payment method is missing;
• Pending documentation required for enhanced KYC procedures,
• Requesting a withdrawal to a different method than the one originally used for the deposit,
• Reaching a specific threshold, which requires additional due diligence steps.

In every such case, regardless of the reason for the refusal of a withdrawal request, an email is sent to the customer’s registered email address with an explanation. For that reason, we would advise our customers to always check the registered email address for more information or contact our support team directly for more information when the withdrawal is refused.

To ensure a smooth experience, we encourage all customers to keep their account information up to date and complete any necessary verifications in a timely manner. Our team is here to help and is happy to guide through any step of the process.

Warm regards,

The Everbet Team

Thank you for the response, Everbet Team.

Dear animindilikova,

Has the response from the casino team clarified the situation for you? Have you reached out to [email protected] for further clarification and requested the documentation? If so, please forward it to me at [email protected] for verification.

Dear animindilikova,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru