EGB Casino - Player's withdrawal is delayed due to payment options.

I wanted to cash out 2.000 Euros via Neteller Cashout. I realised, neteller payout was not available anymore. Only a few P2P cashout options are available. P2P doesnt really work though, cause for the cashout to go through, someone else must deposit the same amount (2.000 Euros), which is just not realistic.

After asking why Neteller isnt available anymore, I just got the response that it is possible for different payment systems to be temporarilly unavailbale and that I should use another method (this was 3 weeks ago).

Further Information: I was having trouble verifying my account aswell, it took ages.

I also have 5.000 dollars on my account, which i also want to withdraw in the near future

Dear Rev2507,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

• Have you made any successful withdrawals before?
• Do I understand correctly that in order to withdraw via an alternative payment method you need to deposit the same amount you want to withdraw?

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,

Kristina

Ja ich habe schon mal abgehoben, aber da ging es um einen weitaus niedrigeren Betrag und selbst das dauerte ewig.

Wenn ich über die alternative Zahlungsmethode auszahlen möchte, muss JEMAND ANDERER die gleiche Summer über dieselbe Zahlungsmethode einzahlen (Player 2 Player System). Und dies ist bei 2.000 Euro eher unwahrscheinlich, deshalb rechne ich nicht damit, dass die Auszahlung innerhalb einer angemessenen Zeit durchgeführt wird (wenn überhaupt)

Thank you very much for your reply, Rev2507. 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.

Dear Rev2507,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Rev2507. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Rev2507, please note that I haven't found any emails with the requested information sent from your email address. Please forward it to me so we can proceed with this complaint.

Ich habe die Mails and die angegebene Mailadresse gesendet. Danke

Thank you very much, Rev2507, 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 Rev2507,

I'm Michal, and I have taken over your complaint. I have examined your case, and as my colleague Kristina pointed out, the range and availability of payment options are not solely controlled by the casino. Nevertheless, it is essential for the casino to provide a standard and convenient payment method for its players in each country where they operate. 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, 

While I understand that payment options may vary by country; however, it is crucial to provide your customers with a standard and convenient method for both deposits and withdrawals. The P2P cashout option, which necessitates two customers, does not completely meet these needs. Could you please inform me of any alternative payment options available for player withdrawals?

According to the EGB Terms & Conditions, which the user agreed to upon registration, we may set limits on available withdrawal methods and maximum and minimum withdrawal limits depending on the withdrawal method or for individual users (Section 7). The withdrawal methods available to the user can be found by visiting the Cash Out section of the account.

We have a decentralized system for P2P methods, meaning that one user submits a withdrawal request, while another selects and processes the payment. The speed at which a particular withdrawal request is completed depends on the withdrawal method and the amount.

Dear EGB Casino,

Thank you for your response, but I must respectfully share my concerns with your approach.

While I acknowledge that you may set limits on available withdrawal methods and maximum and minimum withdrawal limits depending on the withdrawal method or for individual users, however, there must be a standard withdrawal method offered for any player. Your own P2P method is not an industry standard payment method, and I have not seen anything like this in any other casino. It is far from an ideal situation that the player has to find another person to deposit €2000 for them to be able to withdraw their rightful winnings. Such a requirement is nowhere to be found in reputable casinos, and it creates an unfair situation for your customers with which we cannot agree. If you were in the position of a player, would you find it acceptable to face maybe an indefinite wait to access your winnings?

I kindly request that you offer the player an additional standard payment method that would allow the player to withdraw their winnings directly, without the need for third-party involvement.

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.

During registration, the user was provided with a comprehensive description of the service's terms of use, carefully reviewed them, and knowingly expressed his consent to abide by them. He confirmed that he fully understands all the nuances of the presented rules.

Dear Rev2507,

Could you let me know which game you enjoy playing the most? Also, do any of your family or friends have accounts at EGB Casino? If they do, have you ever played at the casino from the same places, maybe while visiting each other?

Dear Rev2507,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Ich spiele nur Sportwetten.

Nein, ich habe keine Freunde die auf der Plattform spielen

Dear Rev2507,

Thank you for your response. I have in the meantime received additional information from the casino team as to why they decided to take this action in relation to you.

It has come to light that your gameplay was flagged by the sportsbook provider for potentially violating their rules. While we did receive some information, as the issue turned out to be solely sportsbetting-related, we cannot investigate it further and provide further assistance. I understand that this may be a challenging situation for you, but we lack the necessary insight to address this type of issue effectively as we do not handle sportbetting-related complaints. Please note that our Casino Guru complaint forum is specifically focused on issues related to online casinos and their casino games.

The casino team decided in this instance not to necessarily void the winnings; instead, they allowed you to withdraw them via the option they have provided you. While this is quite an unusual approach, considering the circumstances, it does seem to be a reasonable handling of the situation, ensuring that you still can receive the winnings and at the same time the casino won't suffer any loss due to the rule violations. While I understand that this is not really the outcome you might have expected, however, as I mentioned, the casino's approach does seem to be reasonable in this instance.

You are certainly entitled to disagree with this outcome and are free to consider submitting your complaint to a platform that specializes in sports betting disputes or directly to the regulatory authority overseeing the casino, but we cannot provide any further assistance.

Please let me know if the situation has been clarified and I can consider it addressed or how you would like to proceed.

Dear Rev2507,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Rev2507,

While it appears that the situation was clarified, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation.

Please feel free to reach out to us should you encounter any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru