The player from Spain faced difficulties withdrawing her €280 due to the casino claiming they could not see her two surnames on her card. Despite providing a photo of the card and a bank statement, they were still withholding her funds and not offering adequate support. We intervened, and the casino later processed her winnings after she raised the issue in chat and filed a complaint with us, with the payout completed in less than 24 hours. The complaint was then marked as resolved and closed.
Olybet Casino ES - Player's withdrawal is being withheld.
Resolved
Our verdict
Case closed
Amount: €280
Olybet Casino ES
Safety Index 9.5 Very highCase summary
Discussion
Public
Public
1 month ago
Translation
Withheld 280 euros
I want to verify my card, but they say they can't see my two surnames and are asking for a card ownership certificate, even though they can see them perfectly. I sent the bank's cardholder information and contacted them via chat, but they're not helping me. They've kept my 280 euros for something absurd. They say they can't read my name and surnames.
I sent them a photo of the card to see if my name was visible. I also sent a bank statement proving my account ownership. They cut me off mid-sentence in the chat. So now they're holding my €280 for a non-existent error.
Automatic translation:
Public
Public
1 month 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
1 month ago
Hello,
Thank you very much for submitting your complaint and for the updates provided before your complaint was reviewed. I’m sorry to hear about your negative experience with Olybet Casino ES.
Please allow me to ask you a few questions so I can better understand the situation.
- Has your payout been processed since your last update?
- If the issue persists, please provide updates directly in the complaint thread.
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
Public
Public
1 month ago
TranslationFirst challenge: they had to read my name on the card; second challenge: they had to verify another payment method; third challenge: making the transfer.
Everything went much more smoothly when I mentioned the General Directorate of Gambling in the chat, and when I filed the dispute with Casino Guru, they magically knew my name. It infuriates me that we have to pressure them to get our money back; they use psychological warfare tactics and try to make us look foolish to keep our money or get us to spend it gambling. Thanks to the pressure Casino Guru exerted, I was able to collect all my money. But I want to have a written record of their opaque and unethical practices.
Thanks casino guru. My money is already in my account.
Automatic translation:
Public
Public
1 month ago
TranslationThey were very kind and I got my money back in less than 24 hours.
Following a complaint and arbitration at Guru Casino, I intend to report them to the Directorate General of Gaming for malpractice.
Automatic translation:
Public
Public
1 month ago
Dear Ros00014,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
