The player from Norway has a blocked withdrawal of 8,768 EUR because Locasbet requires video verification, but the provided email address for submission is non-functional. He has contacted support multiple times without a resolution or alternative options for submitting the video.
Locasbet Casino - Player's withdrawal is blocked.
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Locasbet Casino
Safety Index 6.8 Fresh casinoCase summary
Discussion
Public
Public
1 week ago
Hello,
My withdrawal is blocked. Locasbet requires a video verification that can only be sent to kyc@locasbet.com, but this address does not work. Every email I send comes back with "550 5.1.1 The email account that you tried to reach does not exist". Their complaints address, support@locasbet.com, gives the same error.
Since 8 September I have contacted live chat four times, with four different agents. They all say it is a technical issue, but none of them can give me another way to send the video or any timeframe. On 11 September the agent confirmed my withdrawal is on hold only because of the video, and wrote that I am "currently unable to submit the video". The chat transcripts are attached.
I played casino games and sports betting. I did not use any bonus. My balance is 8,768 EUR and I cannot withdraw it.
I would like a working way to send the video or a clear timeframe, and then the payment of my balance.
Thank you,
Elliott
Public
Public
4 days 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.
Public
Public
4 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Locasbet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is it possible for you to upload any files to live chat support?
- Have you received any respose via email as the live chat agents suggested?
- Did you achieve your current balance with the help of a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
