The player from Italy had successfully completed the welcome bonus and requested a withdrawal of €1,500 on 13/05/2024. Despite submitting all requested documentation, the payment was delayed for almost two months, and their account was suspended on 27/06/2024. The player was still owed €1,500 plus approximately €800 in the account. The issue was resolved when the player received the approved withdrawals, although a separate €100 withdrawal was reported missing without trace. The Complaints Team marked the complaint as 'resolved' even though the €100 issue remains unresolved, as it was not part of the disputed amount.
Elabet Casino - Player’s account has been suspended and winnings have been delayed.
Amount: €1,500
Elabet Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
Elabet Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 7.3. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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4 months ago
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Good morning,
I registered with Elabet Casino some time ago and made a deposit using the welcome promotion. I played and successfully completed the welcome bonus, and the balance turned into real, withdrawable cash. My account was fully verified, and the documentation provided during registration was approved. On 13/05/2024, I requested a withdrawal of €1,500.00. On 22/05/2024, the casino requested additional documentation (transaction history with the card and a selfie with the card visible against the casino background). On 24/05/2024, the documentation was duly submitted. On 30/05/2024, the casino requested further additional documentation (recent proof of residence and card transaction history for the past three months). On 31/05/2024, the documentation was again duly submitted. Subsequently, for over a month, I followed up on the payment both via email and chat. They always assured me that the money was safe, that the responsible department needed more time, that I shouldn't worry, etc. Almost two months have passed, and I have neither received the money nor any further emails, despite numerous follow-ups. During these months, the site remained accessible, and I also played (and lost some of the residual balance). However, on 27/06/2024, I received an email labeled "ACCOUNT SUSPENDED," informing me that my account had been suspended. When I contacted the chat support, they told me it was just a reminder of the ongoing situation, that I shouldn't worry, and that the responsible department was reviewing my documentation and I would receive a response via email shortly. To date, I have received neither money nor responses. Besides the pending withdrawal of €1,500.00, there are approximately 800 euros remaining in the account.
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4 months ago
Dear ancio79,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please send me the link or the screenshot of the bonus you took? Was it a casino bonus or a sports bonus?
Could you kindly specify which of your documents have not yet been approved in the verification process?
When was the last time you communicated with the casino and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
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Good morning,
This was the welcome sports bonus still present on the site.
They never specified which documents were wrong. They limited themselves to asking for additions twice. As for the identity document, it was validated almost immediately and before I deposited the first time. The last response from the casino was on 06/27/2024 following yet another reminder and simply said that the department needed more time to verify the documentation. I would like to point out that the bank statements I sent contain 4 (four) transactions, so it is ridiculous to ask for more time to examine the documentation when it concerns 1 sheet.
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4 months ago
Thank you for your response. Before we proceed with your case, please forward me all the communication between you and the casino customer support that could be relevant to our investigation. My email address is veronika.l@casino.guru.
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4 months ago
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Good morning,
I sent the requested documentation to Veronika a week ago but have not yet received a response. Is everything going well or should I resend it?
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4 months ago
Thank you, I received your email.
Was your account suspended due to the verification of your identity documents, or does the suspension concern your gameplay?
Have you participated in sports betting only?
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4 months ago
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He was suspended for the verification of documents, which has been ongoing for 2 months now. I only did betting, no casinos and no slots.
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4 months ago
Thank you very much, ancio79, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.
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4 months ago
Dear ancio79,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Elabet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Elabet Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the suspension of the player's account?
Thank you in advance for your response!
Best Regards,
Kubo
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3 months ago
Translation
Good morning,
I saw that the casino didn't respond. This doesn't surprise me. However, it amazes me how, despite everything, you assigned it a VERY HIGH safety rating. 1,500 euros stopped for 2 months without giving any response, for me it is not at all an indication of reliability and seriousness on the part of a bookmaker and it is also an indication of rudeness. From my personal experience I would identify the casino as SCAM, and warn users that their money is not safe at ELABET.
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3 months ago
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.
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3 months ago
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Go ahead, but they won't answer anyway. It's all a scam. SCAM. SCAM. SCAM.
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3 months ago
Dear ancio79,
I wanted to inform you that I have contacted the casino representative outside of this thread, and they have replied. We are actively communicating, and your case is currently under review by the responsible department. I will update you as soon as I receive any information from the casino.
Thank you for your continued patience.
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3 months ago
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Embarrassing... I have no words. A few minutes ago I received an email from a certain Lorenzo who after 3 months asks me for proof of residence!!! absurd.....but even more absurd is that this documentation had already been requested from me on 05/30/ 2024 and I had already promptly sent it the next day. These people don't want to pay and are making fun of both me and you at casinoguru!!!! it's ridiculous, it's a scam!!! Now I will send the requested documentation again (which in the meantime will have expired and therefore I will have to download a new one) but it is absurd that after 3 months I am still being asked for the same documentation and no one has said anything before whether what was sent was fine or not. They have my money and they don't want to pay and what makes me most angry is that they are taking you for a ride too and continue to have a high rating like other sites that instead work seriously. I am speechless. I'm disgusted.
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3 months ago
Dear all,
Thank you for reaching out.Please be informed that we received the document in question and are currently in the process of its verification.We will let you know about any updates on the account verification.
Best regards,
Elabet team
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3 months ago
Dear Elabet Casino,
Thank you for an update. Could you please provide an estimated timeframe for the verification process?
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3 months ago
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Good morning,
The account has been unlocked and I received an email a while ago saying that the account has been verified. Well... but the account had already been verified 3 months ago!! What matters is that today 08/08/2024... after 87 days from the withdrawal request (request made when the account was NOT suspended and it was verified)...I still haven't received my money.
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3 months ago
Dear all,
Please be informed that we have successfully verified the customer's account.
Thank you for your patience and co-operation.
Best regards,
Elabet team
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3 months ago
Dear Elabet Casino,
Thank you for providing an update on this case.
Dear ancio79,
Please keep me informed once you have received your funds.
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3 months ago
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Dear Kubo,
I will keep you updated. The withdrawal is still pending at this time. It must first be approved to be paid out. We hope to have the money before Christmas. In the meantime, I thank you for your interest and efforts to help me.
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3 months ago
Dear ancio79,
I wanted to check in and see if there have been any updates on your issue. Is your withdrawal request still pending, or has it been approved? The casino representative mentioned to me outside of this thread that they will be providing additional information soon. Let’s wait and see what they have to say.
Thank you for your continued patience.
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3 months ago
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Good morning Kubo,
The request is now approved. In the meantime, however, 100 euros have disappeared from the account. This should surprise me, but given how they work, it doesn't surprise me. I'd be curious to know what you have to say about these 100 euros that disappeared.
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3 months ago
Dear ancio79,
Thank you for updating us on your case. Could you please clarify whether the €100 was deducted from your approved withdrawal or your active balance? Additionally, are there any records of this deduction in your transaction history? If so, please provide a screenshot for reference.
Dear Elabet Casino,
Thank you for taking the necessary steps toward resolving this issue by approving the player's withdrawal. We're still awaiting an update on the status of the case from your end. Have the funds been released for withdrawal following the approval? What is the estimated timeframe for the player to receive his money? Additionally, based on the latest information, could you please explain the €100 reduction in the player's balance?
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3 months ago
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Good morning KUBO,
in addition to the 1,500 euro withdrawal on 05/13/2024 I also had a pending 100 euro withdrawal that I made later, I don't remember on what date. Since the account was restored (only thanks to your help), a few days ago I decided to cancel the 100 euro withdrawal to play it together with the other 799 euros in the account. I clicked on cancel withdrawal thinking that the 100 euros would be automatically moved to the account but this was not the case and they literally disappeared. The balance remained 799 (which I then increased by playing up to 850.10) and checking the account statements on the site they never appear to have been withdrawn or cancelled. Nothing... disappeared. If the whole affair that has happened up to now, regarding the 3 months it took to get my money, I repeat, obtained only thanks to your intervention and I am extremely grateful to you, seemed serious to me, this is even more so. If I can tolerate but not justify 3 months for a withdrawal... I absolutely cannot accept that money disappears from the account and without any trace of it. This goes beyond bad faith and scam, this is a real theft. I have already reported the incident in chat but the response was the same one I have been receiving for 3 months now "we have notified the competent department who will notify you soon by email". Obviously I have not received any email. This is why I am really curious to know what Kubo will answer you (since they answer you).
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3 months ago
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.
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2 months ago
Dear all,
Please be informed that the customer's withdrawal was successfully paid out.
Additionally, we would like to inform you that we did not find any withdrawal in the amount of 100 EUR, as the customer mentioned.
Best regards,
Elabet team
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2 months ago
Dear Elabet Casino,
Thank you for providing this valuable update. To clarify the situation regarding the missing €100 from the player's account, I kindly request that you send the player's transaction history from May 13th, 2024, to my email address at jakub.m@casino.guru.
Dear ancio79,
Could you please confirm whether you have received your withdrawal? Additionally, I would appreciate it if you also could send a screenshot of your transaction history in your casino account, specifically showing the €100 transaction being canceled and not credited back.
Thank you.
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2 months ago
Translation
Good morning Kubo,
the credits have both arrived. As for the 100 euros, it is not possible to transmit the history where the 100 euros are missing because there is no trace in the transactions. The pending withdrawal was only visible in the pending withdrawals section, on their credit card page. Once the withdrawal was cancelled, it disappeared from that section and now only the 2 processed withdrawals of 1,500 and 850 euros appear in approved status. I will resign myself to having lost the 100 euros. I believe in the bookmaker's good faith in the sense that it is certainly a bug in their systems and even the operators know nothing about it and would not even know what and where to look (an in-depth analysis of all the game sessions should be done to see how much balance I sat down with at the table and how much I got up with at the end and by difference go and look for where the 100 euros disappeared). I think I am asking too much from a bookmaker that has neither the skills nor the ability to do it and therefore for me the matter is closed here. It does not change my opinion on the bookmaker that I would not recommend (and I am absolutely not recommending to all those who are following this story and they are not few) to anyone. Of all the bookmakers I have dealt with online in recent years this is the one that has absolutely demonstrated the most total negligence and lack of effective communication with the customer. I have continuously received approximate reassurances and false information in dozens and dozens of contacts via chat. Not to mention the countless times in which they told me that I would receive emails from the competent sector (without specifying which) and then punctually never arrived (I counted about 15 of these false promises). How this bookmaker can have such a high rating will always remain a mystery to me. I close with a thank you to you Kubo and all the staff of casinoguru without whom, and I am more than certain, I would never have had a cent. I can do nothing but wish the Elabet site good luck because they will need it.
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2 months ago
Dear ancio79,
Although the missing €100 remains unresolved, I'm pleased to hear that your main issue has been successfully addressed. I will go ahead and mark this complaint as "resolved" in our system.
Thank you for your cooperation. If you experience any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
