Meridianbet Casino PE - Player believes that their withdrawal has been delayed.

I received a message promoting a recharge of S/ 20.00 and with 20 free games in a game called Helli for a value of 0.50, being the game with very good power and profit to the games they offered, I made the recharge, saying the promotion that would be delivered on the second day of the recharge, recharge date Saturday May 31, on the second day seeing that said promotion did not arrive I connected with their customer service and they told me to make my claim, fill out the complaints book, on the 2nd day when I saw that I did not receive any notification I connected again with their attention telling me that my order had already been registered and that on June 3 I would have my free games that I should not claim anymore because they took almost 5 hours online to answer, they resolved by staying with me to arm myself and notify me on June 3, on the second day already June 3 when they saw that none arrived notification or response I contacted customer service again because I had not received the games yet and their response was that they had already been delivered to me on June 2nd with a validity of 3 hours and that if I was not attentive to be all day in the game I could not have received it and had already lost them, without notifying me and they themselves giving me the peace of mind that on June 3rd they would give me the notification to make use of the free games of their promotion, they told me that they did not notify but that I had to be attentive all day on the page on the 2nd but because I was complaining I had not been attentive to the game on June 2nd and that it had already expired because it was only for 3 hours, having indicated to me in the promotion that they would be delivered the next day, June 1st, and then giving me the peace of mind that they would be delivered on June 3rd, they claim that they gave them to me on June 2nd, among the 2:10 pm until 5:00 pm that were valid, which in their promotion rules said they were valid for 24 hours, I asked them to enter and I saw that they did not notify me anywhere of the delivery, they claim that they did but there is no notification and which I cannot have deleted either since their page system does not allow me to delete past casino notifications, cutting off communication and deleting the entire history of my online claim from June 2, where they themselves assure me that my claim would be addressed on June 3. Conclusion: they did not notify me, there was no delivery message that I also requested from them and they did not give me any response, leaving me as a complaint in oblivion and the discomfort that they generate in making a claim almost the entire afternoon and then seeing myself scammed with this casino without giving me an answer or showing me the shipment of my games, they do not have any file of my delivery but they say that it is my fault for complaining, I did not realize that they had already given them to me at the time I made my claim, that is, they scammed me for complaining.

Dear elwiszael,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear elwiszael, please allow me to ask you a few questions, so I can understand the whole situation completely.

How exactly did you activate the bonus offer? Did you click on a promotion banner, enter a code, or follow a specific set of steps?

Can you forward or upload a copy of the original bonus offer and its terms & conditions (or a screenshot if available)?

Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at [email protected], 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.

How exactly did you activate the bonus offer?

Through the promotion page of the day dated: May 31, 2025

Did you click on a promotional banner, enter a code, or follow a specific step?

If you entered through the banner that was on your Meridianbet company page

Can you forward or upload a copy of the original bonus offer and its terms and conditions (or a screenshot if available)?

When I asked them to verify the notification they sent, they said they didn't have it because they never sent anything. It was pure lies. They erased my entire online claim history, blocking me from continuing to file my claim.

Attach:

The only notification I received mockingly said that they had already notified me the day before while I was making my claim and they expired instantly because I was not online when their regulations are 24 hours long.

Some conversations that I was able to rescue with screenshots

other conversations, they passed me from supervisor to another supervisor and there was no response.

proof of deposit

Thank you in advance for your help...

Dear elwiszael, kindly provide a screenshot of your casino account notifications from May 31, 2025, onwards (the date you made your deposit). Also, please let me know the exact time when the deposit was made, as this will help us cross-check it with the timing of the promotion.

Additionally, could you please confirm whether you checked the game directly after making the deposit to see if the free spins were available there? In some cases, free games are added straight into the game without a separate notification, so it's important to know whether you checked that.

You can upload the screenshot here or send everything to my email at [email protected].

I already sent you everything in the previous message and they continue with the mistreatment, I just had to consult about a bonus from a recharge and you notify me, the same agent who made fun of me by sending me a rollover of 4000 times the 50 soles that corresponded to me, that is, if they won 20,000 they would only give me 20 soles, I felt like a joke by deleting my entire notification history since we as users cannot delete anything, there I send you a photo, they deleted everything so I would not have a way to continue claiming, I tried to see how far they went and no game gave me anything, I received 50 corresponding to a 100 recharge yesterday and the balance of 50 disappeared in 50 plays of 1.00 it seemed that by claiming the previous thing they were taking away everything I put in as money, regarding my claim until now THEY DO NOT RETURN ME THE 20.00 soles, subject to all that previous claim and I think they are also deceiving you because they always offer solutions the casino agents and they never do it

The same casino deleted its promotion on the second day. If they say they don't have an image of their May 31, 2025 promotion, how do they think I'm going to get it? If they don't have it, giving them dates, it's worse for me, since I'm just a user.

Dear elwiszael, please kindly understand that players are responsible for tracking the terms and conditions of promotions they participate in, including expiry times, bonus eligibility, and activation requirements. While it is certainly unfortunate that you were misinformed or not notified properly, the casino's terms clearly stated that the free games had a limited validity period, and once they expired, they could no longer be retrieved.

We acknowledge your concern about the missing notification and the lack of clarity from the casino’s support team. Unfortunately, since no concrete evidence of the promotion delivery failure or a technical issue on the part of the casino has been presented, and because the promotion did expire within the stated timeframe, we are unable to hold the casino liable in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.