Efbet Casino - Player's withdrawal requests are continuously refused.

I am lodging a complaint against Efbet because I am consistently denied withdrawals even though I am fully verified and have provided all the documents they have asked for. Despite trying withdrawal methods linked to various bank cards, they continue to reject my attempts. They even obliged me to return funds to a card that I didn't initially deposit from, but had used for previous withdrawals. Though I have complied with this directive more than once, they still refuse to release my money. I recall a recent incident in which I called their customer service line, presented all the required documents and requested to withdraw from the cards I had previously used. Despite me returning more money than I had originally taken, and through various methods, they persistently denied my requests for withdrawal. When I enquired as to the reason for their refusal, they simply stated that I had withdrawn funds from a certain card and needed to refund it, a process I had already completed multiple times. On my first attempt, they removed the verification and I was unable to proceed with the withdrawal. However, after re-verification and refunding the money from all the cards I've used over time, they continue to dismiss my withdrawal requests. They also don't seem to care who I am refunding the money to. I have taken pictures of this ordeal, and have logs of all the chats and requirements they set, all of which I had adhered to. Surely, if they're so concerned about where the money is going, they shouldn't accept my money in the first place.

Dear kizz4eto,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The only way that was offered to me was the one that I had done with the refund from the accounts, but without result, I also have photos of the chat

Thank you very much, kizz4eto, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks and I hope things work out and it's not just a waste of time

Dear kizz4eto,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Efbet Casino to join the conversation.

Dear Efbet Casino,

Can you please provide information on why all the player withdrawal attempts were unsuccessful despite trying various payment methods?

And what happens if the casino does not respond

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

And will this be the only solution to the problem if Efbet does not answer?

Dear kizz4eto,

I hope this message finds you well. I wanted to provide you with a short update on the situation.

I managed to get in touch with the casino representative and we are discussing your case.

Can you please confirm if you have been somehow restricted from playing in online gaming establishments by the National Revenue Agency of Bulgaria?

Yes, after this case, I went to the revenue agency and you personally put a barricade on yourself because they are fraudsters who want to take a person's soul

here is the note the date and everything you need

They have no reason or justification whatsoever to deny me the transfer

Dear kizz4eto,

I received information from the Efbet Casino team indicating that, due to your restriction from the National Revenue Agency, they are unable to offer their services to you, and your casino account shows no funds. Could you kindly confirm whether the loss of funds occurred during your gameplay or if you took any actions in this regard?

thanks to Efbet because when I release the money to be withdrawn it comes out of my account and about 20 min later it was still gone and I assumed that it was already released for withdrawal and I put the phone down and finished playing the games and went to Izzy pay to check but they there was no but for the ban I made it was a week after that

Dear kizz4eto,

I am waiting for additional information from Efbet Casino team. I will update you once there is any development.

Well thank you

Efbet don't know what to say and I'm just wasting my time waiting literally until now for the night

Dear kizz4eto,

I understand your frustration. I am still waiting for clarification from the casino team on what happened to the funds from your balance. Hopefully, I will receive a reply from them soon.

And now what do we do in such a case

Dear kizz4eto,

Your case turned out to be much more complicated than it appeared in the beginning. Not only have you submitted a request to be excluded from online gaming by the National Revenue Agency before you have provided all the necessary documents for your withdrawal to be successful, but I was informed by the casino that you have not successfully verified all the payment methods you have used for depositing in the casino. You have used a third-party payment method, right?

Yes, I have used it and I have told you so from the very beginning, but I have presented them more than once and all the documents and I have been verified as well and it was precisely because of this account that they wanted me to put in the money that I had played from it and I had done it and I have sent photos of everything that it is as it should be from my side

Dear kizz4eto,

I'm not sure if you were aware of this, but in the vast majority of casinos the players must use only a payment method held in their own name, and any third-party payment methods are not allowed to be used. I've found this in Efbet Casinos T&Cs

Have the casino team allowed you to use a third-party payment method? On top of that, the casino team has informed me that you have NOT provided the photo of the depositing card with the ID of the owner. Can you please elaborate on this?

Yes, they allowed me and I presented them with an identity card even a month before I had talked to them for this very reason that they wouldn't let me withdraw my money but it was a small amount, they told me that I had to refund the amount played from this card and I precisely for this reason, I knew and after I was refused the first time to withdraw, they asked me for the personal documents of the cardholder and when I presented them and they gave me withdrawal, I allowed to withdraw money on several accounts and on this account even more times I allowed to withdraw after several refusals, but no things were working out

Look at the time when everything happens. I did everything right

Dear kizz4eto,

I have communicated this new information to the casino team and am awaiting further information from them on how we can resolve your situation.

I had shown and said all the things at the very beginning, even I have more photos of almost all the rejections and their chats

This is the worst thing about our crappy country that we don't have any laws and protection of the ordinary tax payer. There was a song in which it was sung about millions, there are no laws and the chicken operator will not be in jail again,,🙂

Dear kizz4eto,

You have not mentioned in the beginning that you have used a third-party payment method and that the casino allowed you to do so. As I mentioned above, in the vast majority of casinos, the players must use only a payment method held in their own name and any third-party payment methods are not allowed to be used. But if the casino team has allowed you to do that, which you confirmed they did, I have asked the casino to review the whole situation again and am awaiting further information from them on how we can resolve your situation.

And I have also asked them why they can take the money from someone else's account right now, even without entering a password, and when I have to withdraw a profit, they then start demanding and setting conditions for me, even if you didn't deposit the money then because when I won and wanted to withdraw, I did not use the credit card of a third party

This is from the previous time when I wanted to withdraw but it was a small amount and even then I called them because the one card they wanted me to deposit no longer existed and they made me add them to the other foreign account

That is, if I play 1000 from someone else's card, regardless of when I will not be able to withdraw them if my amount is below 1000

Will you tell me after they probably won't answer or take a possible solution to the problem what we will do going forward or more precisely advise me what I should do

Will you tell me after they probably won't answer or take a possible solution to the problem what we will do going forward or more precisely advise me what I should do

Dear kizz4eto,

I would be happy to provide you with some more information, but as of now, the casino team hasn't offered any specific insights into how we can address your issue. I'm still awaiting further input from them. I acknowledge that this situation has been ongoing for an extended period, but as previously noted, it's much more intricate than it initially seemed.

If you feel your complaint is going not in the direction you would like, you are welcome to escalate your issue to the casino authority. Efbet Casino has this mentioned in its T&Cs.

If, after the revision of the problem by the Customer Manager, it still cannot be resolved, it can be referred to the Board of Directors, who again, within 5 working days, to review the case and solve the controversy.

*Contact Customer Department Phone number: 0700 20 788

- no further increase in telephone service. The call is charged by your operator according to your tariff plan.

National Revenue Agency — Bull. "Prince Al. Dondukov" No 52, Sofia, Bulgaria; NRA Information Center - 0700 18 700,

E-mail: infocenter@nra.bg nap@nra.bg

Thank you anyway for the effort and for the advice you gave me, I will look for a lawyer and we will seek a solution through the NRA and the judiciary

Dear kizz4eto,

We are still discussing your case with the casino team. Some important information that could bring more clarification to the situation can't be shared by the casino team with us because of Bulgarian law restrictions, GDPR, and other company policy rules, but we are trying to find ways to clarify the situation and find a suitable solution.

Thank you for the effort you are making and hopefully there will be some progress soon.

Dear kizz4eto,

I've made significant efforts to work with the casino team to find a suitable resolution for your situation over an extended period. Regrettably, we were unable to reach a mutually agreeable conclusion due to the unavailability of essential information required to fully comprehend the situation. Despite our attempts to explore alternative options, it seems that the casino team has lost interest in finding an acceptable solution for both parties. Therefore, we are unfortunately forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino's approach.

If you have not done that yet and you feel you want to take your complaint further, I recommend submitting a complaint to the National Revenue Agency of Bulgaria (infocenter@nra.bg nap@nra.bg). Usually, the gaming authority has more options for how to help players. Please let me know how they responded (michal.k@casino.guru)

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

The casino can reopen this complaint and resolve it anytime.