EGB Casino - Player's withdrawal has been repeatedly denied.

Since half of february i try to make a withdrawal from EGB. My 1st withdrawal got cancelled for no reason after like 1 month, the 2nd one got "denied" now its my 3rd try and for a month its being "accepted" but nothing is happening. After contacting support they just all the time copy/paste

"We are informing that your request is at the Finance department under process. Please, wait for the transfer. Sorry for the delays"

There were no KYC (they dont want any documents), i did not take any bonus.

Dear asurbanipal,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than three months is an unusually long time.

However, 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 withdrawal status is still pending without being processed. Everytime after contacting with support i had no clear information no advises what to do, always the same paste answer

"We are informing that your request is at the Finance department under process. Please, wait for the transfer. Sorry for the delays"

On the other sites like trust pilot ive read a lot of same complaints about them that they do not realize withdrawals, its like the status of withdrawal is proccessing forever, there is no respond from support, just copy/paste same answers all the time

Thats an example of same what happenned to me

https://www.trustpilot.com/users/65ffde1fd7209b0012dfc774

My winnings were accumulated without any bonus.

Thank you very much, asurbanipal, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Hello asurbanipal,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear EGB Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Hello everyone.

As the casino representative failed to respond to this complained I now try to contact the casino other way and will extend the timer by 3 days.

Thank you.

Romi

Dear asurbanipal,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Romi