The player from Peru had issues with a delayed withdrawal and deactivated live chat support. Despite having met the wagering requirement, his withdrawal had been canceled due to alleged failure to fulfill these conditions. After discussing with the Complaints Team, the player was advised to contact the casino and follow their instructions. The casino representative informed the player that his withdrawal had been approved and he confirmed receipt of his winnings. The Complaints Team marked the complaint as resolved.
Dexterbet Casino - Player's withdrawal was canceled due to unmet betting rules.
Amount: €514
Dexterbet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Hello, good afternoon, I have problems with my withdrawal and apparently they deactivate the livechat option that I previously had.
1. 2 days ago I deposited and played 3 times the amount deposited to be able to withdraw my winnings without any problem, otherwise they charge commissions.
2. For 2 days I have been trying to communicate via email with the casino but I have not had any response.
3. Today they sent me an automated email about my withdrawal cancellation because I did not play the deposited amount 3 times, which is false because I played up to 4 times.
I have my money stagnated, live chat is disabled and it is not a browser or device problem because I have already tried others with my account and it is not there.
I need dexterbet to review the case.
My player nickname is: p*******123
I will leave photos of my account so you can see that I don't have the option and of the emails I sent.
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9 months ago
Dear victormanuelgp0309,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue.
Have you made any successful withdrawals from this casino before?
Have you passed the KYC verification?
Could you please advise how much you deposited into the casino?
Kindly send me the transaction history of your deposits and withdrawals to veronika.l@casino.guru. Alternatively, you may post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Translation
Good morning, thank you for responding.
Have you made any successful withdrawals at this casino before?
No, it's the first time in this casino
Have you passed KYC verification?
In the verification section there are 4 links to upload the documents, two of them uploaded an ID and a service payment document that has my address.
In the other 2 links you have the option to upload your credit card front and back but I don't see it as relevant in my case because I deposited with "JETON" it is an electronic wallet.
Could you tell us how much you deposited at the casino?
Make a deposit at the casino of 20 euros.
Please send me the transaction history of your deposits and withdrawals to veronika.l@casino.guru "HERE I LEAVE THE CAPTIRA" Alternatively, you can post screenshots here.
Automatic translation:
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9 months ago
Thank you for your response. You made three deposits of €20. It means that you have deposited €60, so you need to place bets in the amount of €180 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend you contact the casino and follow the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire about additional information regarding the cost of transaction processing.
Please let us know if this information was helpful. Looking forward to hearing from you.
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9 months ago
Dear Player,
We wanted to inform you that our team is actively reviewing your case. We understand the importance of your inquiry and want to assure you that we are working diligently to assess all aspects thoroughly.
In the meantime, if you have any additional information or questions you would like us to consider, please feel free to respond to this chat, and we will incorporate it into our review.
Thank you for your understanding and cooperation.
Dexterbete Team
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9 months ago
Thank you very much, the deposits have already been made, thank you for answering casino guru. Because apparently I still have livechat disabled and support never answered me.
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9 months ago
Dear player,
Your withdrawal is made on time, as you can see in our TC there is a waiting time of up to 48 hours.
As I can see from my side, your withdrawal is approved yesterday 12.20.2023
Best Regards,
Dexterbet
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9 months ago
Thank you, Dexterbet Casino representative, for getting in touch with us and assisting the player with his complaint.
Dear victormanuelgp0309,
please let us know when you receive your winnings so that the complaint may be closed. Thank you for your cooperation.
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9 months ago
Thank you, the withdrawals were made, could you please check why they deactivated my dexterbet livechat
That would be all, thanks casino guru and dexterbet for reviewing
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8 months ago
Dear victormanuelgp0309 and Dexterbet Casino representative,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
