The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. However, the player failed to respond to our follow-up messages. As a result, we were unable to investigate further, leading to the rejection of the complaint.
Dachbet Casino - Withdrawal of player's winnings has been delayed.
Amount: €4,000
Dachbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Translation
Good day. On September 20th, I requested a withdrawal of 4,000 Euros. I have since been asked to provide numerous documents via email, including my cards, proof of identity, bank statements, and a utility bill. I was also asked to submit a front and back image of a card ending in 1681; a card I no longer use as it's expired and useless. Moreover, they requested an updated, valid card ending in 1681. I have explained that the card they referred to has expired, and I haven't gotten a new one. Also, I pointed out that I have been using a different card for deposits, and that the account linked to the expired card was closed as it was unusable. Despite my explanations, they continue sending me emails stating they can't proceed since the card is invalid, etc. I've repeatedly clarified that I no longer use that card but they seem to disregard this. They offer me no solution via chat. There are 4,000 Euros on hold. Money I've won with my stakes and I'm unable to withdraw! What am I supposed to do now?
Automatic translation:
Public
Public
7 months ago
Dear matry3685,
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
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