EGB Casino - Player’s withdrawal request is denied.

Hello! How are you? Well..

Withdrawal requested: 05/09

Withdrawal denied: 09/09

Last e-mail answered: 10/09

And then..

KYC verification made BEFORE even first deposit, so that should have not been a problem (case ID where the KYC was done: UU-46652).

Withdrawal requested and they rejected it saying "verification was needed". They didn't answer by chat, so I sent an email. They asked me for "wallet ownership" and "deposit tx id" (crypto). I sent what they requested and they just stop answering the emails.

I contact them by chat almost every day and they tell me that "I will send the request to our moderators again. I'm sorry for this." and that "in 24 hours I will have an answer by email". This is never happening.

I have every ID case.

(KR-64009) - Wallet ownership and deposit tx id sent.

(NE-04504) - Case opened, email not answered.

(NO-61468) - Contacted by chat, "I will pass your request to the Administrators", nothing from that on.

(TJ-86621) - Contacted by chat, "As I can see you request ID KR-64009 is under checking now moment. Please, wait for the email from the specialist. ". Then nothing.

(EB-06537) - Contacted by chat, told me that within 24 hours I would have an answer. Nothing.

(OP-03229) - Contacted by chat again, told me "sorry for that" and that I would have an answer. Nothing again.

(HK-68422) - Contacted by chat. "I will send the request to our moderators again. I'm sorry for this.". Still nothing.

And, of course, I can't even request another withdrawal because it says "Unfortunately cash out of funds has been rejected. Please contact "support@egb.com"

Hope everything helps.

Thank you!

Dear safedosafe,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please clarify which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Hello Kristina! ID front and back, and address proof were sent (and they told me, in that moment, that KYC was approved).

Now I have an update where they blocked my account and they generated a new cashout order on monday 23/09 that could take up to 2 weeks (as they told me). So, now I am waiting for the funds to arrive to my wallet.

Thank you very much for your reply and update, safedosafe. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I have just sent an email to them as tomorrow we get to the edge of the -14 days payment- deadline. Waiting the funds and for them to answer.

I have received a payment, only what I deposited, not what I had won. Scam site. You can close the complaint.

Could you please clarify how much you received? Did the casino explain why you only received a deposit?

Do I understand correctly that you consider this case resolved?

Yes, I do not want to keep going with this. They did not pay my winnings, but I least I got my initial money back (after I told them that I was opening a complain here). Anway, one place more that has a huge X on my list.

I understand. I will now close this complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.