Efbet Casino - Player’s winnings disappeared.

Hello!

I have been playing for a long time on the site of efbet.com, which is licensed in our country. So far I have not had such problems during the game, given that quite often I have set the maximum limits of VIP Roulette on Evolution Gaming.

During my game on 06.10.2021 at 23:31 I bet and won from the number "0", then I repeated my bet and a number fell on which I had not placed a bet, then I repeated my bet again and after it was accepted by the system , the site of efbet.com dumped me and I was forced to re-enter my username and password, as a result of which I was expelled from the site, I lost the profit from the number "0", which fell and my bet was rejected.

I contacted Evolution gaming and they told me that the case was being investigated, I also contacted the casino where game-efbet.com and I was told to describe everything in an email, which I did exactly as I describe it to you, but still I have no answer.

My question is if I am not paid the profit I am entitled to and it is clear that I have made such a bet and I was thrown out of the system for reasons unknown to me, what should I do from now on? The amount of profit is BGN 36,000, which is very!!!

Dear lacoste1,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do you happen to have some kind of proof so we can see what happened, for example, a video recording? How do you know that your profit was BGN 36,000? Is it displayed somewhere in your game history?

Would you be so kind and send me all the relevant communication between you and the casino and game provider, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards,

Kristina

Hello,

Thank you for your answer.

Regarding the profit of BGN 36,000, I always bet before and after the refusal of the bet of BGN 1,000 in the number that is 35x1000 and the bet, the profit is BGN 36,000.

The only thing I have in history is the previous and next bets from the game, and in each of them it is clear that I bet BGN 1,000 on the number "0".

Due to the fact that my bet was denied, it does not appear in the story, but Evolution confirmed that there was a problem and will investigate the case.

I usually never make video recordings of the games, because I have never had such a problem before, I will send my correspondence with Evolution Gaming and Efbet.com to your e-mail address.

Thanks!

Thank you very much lacoste1 for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear lacoste1,

From now on, I’ll be in charge of your complaint. I will contact the casino and try my best to help resolve the issue as soon as possible.

I would like to invite Efbet Casino to join this conversation and participate in the resolution of this complaint.

Dear Efbet Casino team,

Has there been any progress in the casino's and/or Evolution’s investigation of the issue?

Hello Andrej!

Thanks for your answer!

Evolution Gaming assured me that their case was closed in 48 hours and a resolution was sent to efbet. After that, for several days in a row, I contacted efbet and they told me that it was still being considered by them.

I also received personal information from efbet by contacting me that they are still considering the case and I will receive their opinion when it is over. The problem is from 06.10.2021, and today 14.10.2021 I still have no answer and my profit has not been paid for Unfortunately. If you have any questions, I am there for you, and regarding my correspondence with both parties - evolution and efbet. If you need something else or information, I am ready to cooperate. I hope the case will be resolved with your help, because both brands operate. on a regulated and licensed market and such errors should not occur to players regardless of whether it is a small or, as in this case, a large bet.

If I have any news or developments, I will write to you in a timely manner to inform you.

Thanks!

Thank you, lacoste1, for your reply. We were informed by the casino representative that the issue should be resolved in the next few days, likely at the beginning of next week, therefore, we’ll wait for further updates from the casino.

Please keep us posted on any news regarding the issue.

Hello,

the case has already been resolved.From efbet contacted me and the case was resolved successfully.

thank you

Thank you, lacoste1, for confirming and for using the Casino Guru complaint resolution center. I’m glad to hear the good news. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru