Efbet Casino - Player’s withdrawal is delayed and account is unresponsive.

Hello, after several attempts to withdraw my funds from the site, they have not allowed me to do so, citing various reasons.

I verified my account with an ID card before making a withdrawal, but as is often the case with Bulgarian bookmakers, when I requested the withdrawal, they de-verified me and started asking for additional documents. I sent them proof of address, a photo with my ID card, a photo next to the monitor with the casino site open, and even a video with my ID card and the monitor.

After the lengthy verification process, my withdrawal request was denied again due to an active bonus. I had indeed activated such a bonus upon registration, but by my calculations, the wagering requirement should already be met. On Sunday, I contacted the site’s live chat, and they explained that there was a remaining 150 BGN to wager. They then limited my bets to 5 BGN, but I still managed to place enough bets.

Since then, they have stopped responding to me on live chat, and I cannot reach them. I hope with your support, I can contact them and resolve the issue.

Hello arkondo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Efbet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• What kind of bonus did you use and when exactly did you complete the wagering?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

- Account was re-verified on October 13th (Sunday).

- I took advantage of the initial bonus of 100% up to BGN 400 in the form of a free bet on September 28 and deposited BGN 400. After the initial wagering and settlement of the free bet, the funds enter the gaming account and, together with the deposit, are subject to rollover conditions.

- I last contacted them on October 13th to ask how much is left to roll over the bonus. And they told me BGN 150. I placed bets on eligible markets for a total of over BGN 150, but my withdrawal was blocked again.

I then made several attempts to contact them via live chat. They send an automated message asking for my username and after I provide it they stop responding. I've tried via viber and email too, but no response.

I doubt the issue is technical as I have contacted them over 10 times in the verification process and they have always responded almost immediately. Now that there shouldn't be anything to prevent withdrawal they stop responding.

I am afraid that they will delay the process until the bonus expires (October 28) and make claims to withdraw funds obtained through the bonus. So I decided to contact you for support.

Tried again and was answered on live chat. Now they tell me that there are 160 BGN left for scrolling. Somehow after betting 150 BGN they increased... There is no way to track the bonus through the site and I trusted the amount provided by them on Sunday, but apparently they were wrong...

I will place enough bets again, although it will be difficult with a limit of ~5 BGN. I hope you will keep the case open for now.

After betting the mentioned amount of BGN 166, I was finally able to make a withdrawal. And that was after I wrote them again to unblock it manually. I am extremely unhappy with the casino and the way they try to force you to withdraw. It is not normal to need such a long correspondence for one withdrawal.

Anyway, the case is resolved. Thank you for checking it out (:

Dear arkondo, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru