The player from Italy requested a withdrawal of €750 on May 14th, but it hadn't been processed despite providing all requested documentation. The player also expressed concern about the delayed request for sensitive transaction data. The casino confirmed the player's account had been verified, and the player later confirmed that the withdrawal had been successfully credited. The complaint was marked as resolved.
Elabet Casino - Player's withdrawal has been delayed.
Amount: €1,400
Elabet Casino
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
I requested a withdrawal on May 14th for the amount of 750, which is just over half of the current balance. As of May 29th, nothing has been disbursed, even though I've provided all the documentation requested, in which they further demanded to see sensitive data like transactions. Additionally, this documentation is requested with extreme delay after the withdrawal request.
Automatic translation:
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5 months ago
Dear Carmatz,
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 from the casino in the past?
- Could you please confirm that despite setbacks you have passed the KYC verification?
- Have you accumulated your winnings with the help of a 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,
Tomas
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5 months ago
Translation
Hi Tomas.
- No, it's the first withdrawal I've made.
- Yes, I verified the account before depositing. Subsequently, to the withdrawal request I provided further documentation that they requested from me, and even though 10 or more days have passed they have not responded to this. At any other casino, after sending further documentation, they paid me out immediately.
- Yes, I have accumulated winnings with the help of a real bonus, and therefore the winnings are now withdrawable
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5 months ago
Have you contacted casino support for an explanation and assistance in the matter?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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5 months ago
Translation
Hi Tomas, yes I have always contacted their chat and I still continue. Unfortunately I didn't save many screenshots of the chat but I will. I'll post the few I have.
Here I expressed doubts about whether they wanted to see the card transactions. I think it's a violation of privacy!
I forward them to the email that indicated the email conversation.
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5 months ago
Thank you very much, Carmatz, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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5 months ago
Dear Carmatz,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Elabet Casino representative to join this conversation.
Dear Elabet Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
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5 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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4 months ago
Dear all,
Please be informed that the customer's account has been verified.
Thank you for your cooperation.
Best regards,
Elabet team
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4 months ago
Dear Carmatz,
I am glad your verification process was successful.
Have you been also able to complete the withdrawal?
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4 months ago
Translation
Good morning, I confirm that the withdrawal was successfully credited to me last week as I wrote in the other discussion.
As far as I'm concerned the case is solved and I hope there are no more problems. 🙂
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4 months ago
Dear Carmatz,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
Casino.Guru
