EGB Casino - Player’s withdrawal has been delayed.

Hello,

I have been waiting for my withdrawal for almost 30 days.

I have contacted EGB Support several times over this issue.

There have only been standard responses like "please wait for the transfer".

I have attached a screenshot proving my withdrawal request on 31st March 2023.

Another Screenshot shows a reply from EGB support.

Regards

Dear Freeway,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina,

<<Have you made any successful withdrawals before? 

There have not been any withdrawals before.

<<Could you please confirm that you have passed the KYC verification?

I don't know if I'm KYC verified or not.

Plenty of documents were submitted to enable deposits.

My first and only deposit was on 28th March 2023.

EGB did not request any documents, despite me contacting support several times.

<<Have you accumulated your winnings with or without an active bonus?

Without an active bonus.

Kind Regards

Thank you very much for your reply, Freeway. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

i forwarded the email (from p***@protonmail.com)

Attached 5 Screenshots.

The last screenshot shows that I asked for a change of country.

EGB.com support approved my request.

Regards

Thank you very much, Freeway, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Freeway,

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

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

Dear EGB Casino,

Can you please provide more information about the player's ongoing verification? Are there any other documents needed to finish the process or how can the process be sped up?

Hello Freeway,

I'm Evgeny from EGB.com. I looked at your situation and discussed it with the finance department. Your withdrawal lasts so long as you didn't wager your deposit. Our Terms and Conditions specify that a user needs to wager his deposit 3 times. At the moment, you need to make a betting turnover of $122 on odds 1.5 and above. After that, you'll be able to withdraw your money very quickly.

Hello Evgeny,

I made a new bet of 150 $

Then, I submitted a new withdrawal request

Regards

Dear Freeway,

As Evgeny from EGB wrote, you should have bet $122 at odds of 1.5 or more, so I'm not sure you'll be accommodated. However, I would be happy to have Evgeny comment on this as well.

Dear Evgeny / EGB Casino,

Has the player fulfilled the previous wagering requirement? Will the withdrawal be processed now?

Hello Michal,

the original bet was on odds of 2.10

(Frankfurt-Mainz, together with Dortmund - Mönchengladbach)

The EGB system only shows the amount that was won.

The first part of this parlay was voided.

It was Frankfurt-Mainz Over 3.0 Goals.

And they scored exactly 3 goals (void).

I believe that's why the parlay is displayed as 1.07

Regards

Hello Freeway, 

You placed a bet on an express in which one event was canceled, causing the odds to drop to 1.05. I'm afraid the finance department will ask you to place another $122, but make sure it meets the conditions with the correct odds.

ok.

thanks for the confirmation

Thanks for the response and explanation Evgeny / EGB Casino.

Dear Freeway,

I believe you are aware of the conditions. Please make sure you bet only on regular events with odds of 1.5 or more to meet the conditions.

A new bet has been placed.

A new withdrawal has been created.

Regards

Dear Freeway,

From the screenshots provided, it looks like the wagering requirement was met. Hopefully, the withdrawal will be successful this time.

Dear Evgeny / EGB Casino,

Has the player fulfilled the previous wagering requirement? Will the withdrawal be processed now?

Michal, as far as I know, Freeway has already received the money.

Thank you for the update, Evgeny / EGB Casino.

Dear Freeway,

As you should have received your withdrawal can we consider your issue to be resolved?

Hello Michal,

the issue is resolved.

I have received the money

Kind Regards

Great news, Freeway. I'm glad to hear that you successfully received your winnings.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Freeway, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru