GemBet Casino - Player claims that payment has been delayed.

The casino is called BetGem but there wasn't an option so I had to put in gembet. Anyway ive made a couple of deposits and worked my way up to £400. I tried to withdraw £200 which was declined, when I contacted them via email they told me I hadn't met the wagering requirement which is £2500. I hadn't activated any bonus and they have subsequently ignored all my emails since.

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Dear taydan707070,

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

Dear taydan707070,

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.

Hi there. Not only haven’t I been able to withdraw anything the company has cleared my account of £400. After ignoring my emails for nearly 2 weeks they claim cashback amount was not wagered and expired without explaining what cashback means. I did not activate a bonus and there is nothing on their website that mentions cashback.

Dear taydan707070, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hi there. No successful withdrawals. They have now closed my account I did pass the kyc verification and I didnt activate a bonus. All they’ve said is my cashback expired. There is no mention of cashback on their website and they have refused to explain what it means. I will send the email communication.

Dear taydan707070, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hi there, did you not check through the email correspondence you asked me to send? They have closed my account so I cannot access it. I haven’t made a withdrawal before and the method I used was the one time was a bank transfer probably over a month ago now. I’m pretty certain this is a scam site set up to take money without any intention of paying out.

Dear taydan707070,

Thank you for your response and clarification, I understand the situation better now.

Since your account has already been closed and you no longer have access to your withdrawal history, I would like to kindly ask you for any supporting evidence you might still have available.

If possible, please send me:

• screenshots of your withdrawal requests (if you happen to have any saved or older screenshots),
• screenshots showing that your account has been blocked/closed,
• any communication with the casino (emails, messages where they mention cashback, wagering, or account closure).

You can either:

• post the screenshots directly here in the complaint thread, or
• send them to my email at karla.m@casino.guru.

These documents are very important for us to properly assess your case and proceed further.

Thank you in advance for your cooperation.

Karla

Hi there. Apologies, I have only just seen this. I will screenshot all correspondence and send it over

Dear taydan707070,

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,
Karla
Casino.Guru