HomeComplaintsEfbet Casino - The player's withdrawal was denied.

Efbet Casino - The player's withdrawal was denied.

Amount: €2,000

Efbet Casino
Safety Index:Above average
Submitted: 06 Jun 2022 | Case closed : 04 Jul 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player's withdrawal was denied for breaching casino terms. The complaint was rejected as the player stopped responding.

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2 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Hello Ivan ,

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.

When exactly did you request for the withdrawal and when did your account get closed? Could you please advise if you used your own or your grandmother's card to accumulate your current winnings? Did you receive any confirmation regarding the verification of that card? Could you please forward your communication with the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

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2 years ago
Translation

Thanks for the quick response.

I asked to make a withdrawal yesterday at 13.20

I received a message that my transaction has been accepted. After waiting 4-5 hours, I decided to check and my account was closed. The current profit was accumulated after I deposited money in Easypay.

After I sent again a photo of my ID and debit card, I could now "withdraw". After I decided to withdraw my money, I was closed because I used another person's debit card 3 years ago and verified it, then I used it for my grandmother and my debit card and all cards are verified and I have not withdrawn from any amount entered, but I have lost everything.After 5 months ago I lost BGN 600 from my grandmother's card and then verified it, during this period I have deposited and lost thousands BGN, without explaining to me that I can't use my account. I can deposit money and lose it and once I have won I have no right to withdraw my money because I used another card before. one week I lost BGN 1,500 somewhere through easypay.

I don't have a chat with an efbet employee.

I have a video of the winnings and a photo of the reference number of the accepted draw.

Thanks again for pointing me out, because I don't know who to turn to. Good night


Automatic translation:
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2 years ago
Translation

Hello again, I wanted to ask you if you saw the last message I sent, and if so, was I detailed enough.

Good night.

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2 years ago

Hello Ivan,

Could you please clarify how exactly was your grandmother's card verified? Did you and she had to send documents regarding the card? Did ever a confirmation of the verification came for that card?

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2 years ago
Translation

I called Efbet. They explained to me that I just need to verify this card and everything will be fine.

I sent a photo of a debit and ID card on both sides. Before sending them, I was told that I needed to verify the document. After I sent them, he showed me that I could withdraw money now.

After I started withdrawing the amount, the money was kept in a waiting section for 3 hours and then my account was closed.

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Public
Public
2 years ago

Hello Ivan,

Just to be sure in one last thing - did the casino know during verification that it is not your card? Was the owner name mentioned somewhere?

As long as they aware of that I do not see a reason of blocking your account once they verified it.

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2 years ago
Translation

Hi, let them know it's not my card. I was told I just needed to verify it. I also don't see any logic in their actions, so I turned to you. They explained to me that I had broken the rules because I had used another card before, so they suspended my account for 10 days, during which time they would decide what to do.

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2 years ago

I would definitely wait out that 10 days for their decision. Please let us know as soon as you will hear from them and we will act accordingly.

Regards

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2 years ago

Dear Ivan,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

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2 years ago

The complaint will be now rejected for the above mentioned reason.

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