The player from North Rhine-Westphalia had submitted a verified withdrawal request on 03.10.2024, but it had not been processed after 10 days. He received daily assurances in the chat, but there was no progress on his withdrawal. After 20 days, his withdrawal request was canceled without explanation, and his account was subsequently blocked. The Complaints Team reached out to the casino for clarification but was informed that they could not assist with sports betting cases. Therefore, the complaint was rejected due to a lack of jurisdiction over sports betting issues.
Destinobet Casino - Player's withdrawal is delayed.
Amount: €310
Destinobet Casino
Safety Index:Below averageSafety Index
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6.4
Destinobet Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Hello, I submitted a withdrawal request on 03.10.2024. My account is verified, and I received a confirmation via email. My withdrawal has not been processed for 10 days. Every day I am given empty promises in the chat, but nothing happens. I hope I can get help here.
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2 months ago
Dear AK1982888,
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,
Kristina
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2 months ago
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How long should I wait? It is now October 15, 2024 and I still haven't received my money. 12 days have passed. I had 179 euros paid out and 131 euros are still in my account. So I've been cheated out of 310 euros. The live chat has now been turned off for me, which means I can no longer contact support via live chat. I haven't received a response via email for a long time. In my opinion, this is a scam company.
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2 months ago
Thank you for your reply, AK1982888. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Did you accumulate your winnings with or without an active bonus?
- Could you please advise us on the current status of your withdrawal request? Is it marked as "requested" in your casino account?
Thank you.
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2 months ago
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This is my first withdrawal. My account is verified, see attachment. Of course, my withdrawal request is shown as requested. I have never used a bonus. I always get the same answers in the chat.
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2 months ago
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Today, after 20 days, the withdrawal request was cancelled for no reason. The live chat does not know the reason and I have not received an email.
Dear Casinoguru team, are you also asleep or why do you reply every few days? Nobody here is taking care of my problem.
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2 months ago
Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.
I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Hi AK1982888,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Destinobet Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side?
I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru
Kind regards,
Natalia
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1 month ago
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Now they have simply blocked my account after I wanted to withdraw the full amount of my credit (310.58 euros?). They seem to be real scammers.
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1 month ago
Diese Email habe ich jetzt erhalten
Dear........ ,
We hope this email finds you well. We are writing to inform you that your recent withdrawal request has been rejected.
Upon review, it has been determined that the request conflicts with our terms and conditions.
Additionally, we regret to inform you that your account has been suspended,
and you will no longer have access to it or any of our services at this time.
To resolve this matter, we kindly ask you to provide us with the following:
• A clear photograph of yourself holding your ID card next to your face.
• Two separate photographs showing both the front and back of your ID card next to your face.
These documents are necessary to proceed with further steps in your account verification.
Please ensure that the photographs are clear and fully visible.
You may send them as a reply to this email.
We appreciate your prompt attention to this request and are available to assist you if you have any questions.
Thank you for your cooperation.
Best regards,
Können Sie bitte den Betrag umändern von meiner Beschwerde. Denn ich habe jetzt den vollen Betrag meines Kontos als Auszahlung beantragt. 310,58 Euro.
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1 month ago
Thank you for the updates, AK1982888. I'll update the disputed amount accordingly.
Have you already provided the casino with the requested documents?
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1 month ago
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Yes, I sent you the documents earlier. I even sent you a short selfie video where I turn the ID card from front to back.
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1 month ago
Dear AK1982888, can you please specify if you have solely placed sports bets? Have you played any casino games/slots?
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1 month ago
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No, I used both and never claimed a bonus. Used slots and sports betting.
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1 month ago
Dear AK1982888,
I have been informed by a casino representative that this particular case is related to sports betting. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.
Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.
If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Regards,
Natalia
