ElitBet Casino - Player is unable to access account and withdraw funds.

Hello, ever since I registered with Elitbet, I have been facing enormous issues and stress. During my gameplay, I keep getting kicked out of the system. After that, I repeatedly try to log into my account, but it doesn’t let me. I contacted their support, and they repeatedly explained how to access my account. I followed every step meticulously, but it was still unsuccessful. Then, I decided to reset my forgotten password, but even that was denied. I contacted them again, providing all the necessary information, and they explained the steps once more, yet it still didn’t work. I politely asked them to allow me access to my account so I could withdraw the available funds and then close my account, but that didn’t happen either. I am asking for your assistance in this matter.

Dear Jalba84,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with accessing your account at ElitBet.

To help us better understand and address your issue, could you please provide some additional details? Specifically:

• Can you confirm the exact date when you first encountered problems accessing your account?
• Could you provide any details about the error messages or issues you encountered when trying to log in or reset your password?
• Have you received any specific responses or instructions from ElitBet’s support team that you followed, and if so, could you share those details or any correspondence you’ve had with them?
• Can you provide information on the steps you’ve taken to attempt to regain access to your account, including any troubleshooting or verification processes you’ve followed?
• Do you have any records or screenshots of your communication with ElitBet’s support regarding your account access issues?

You can forward any relevant communication or documents to petronela.k@casino.guru.

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

I have sent you everything I have but I am sure you have received it

I want to send another complaint in relation to the fact that I was deceived by an advertisement on Facebook that if I download plinko and register I will get money plus free spins but I did not receive anything

Additional comments from the player:

They kept asking me what username I registered with and if they don't see it

Hi I don't remember the exact date my problem accessing my account started I just know it's been almost since the beginning of my registration every time I've tried to access my account I've been hit with the same wrong username or password over and over again and when I decided to change the password, in many cases it gave me an error, try later, and when they already overdid it, I started to correspond through their live chat, they were polite and kind, but they did not want to understand that I am not stupid and there is no way not entering everything correctly not to mention that when you manage to set a successful password change and I decide to access my account again by manually entering my details both in login and password and in the end it says wrong username or password again I provided everything I needed to prove that this is me and this is my personal profile and more than once I was able to give them access to my profile, I was always told the same thing, now I will upload the files I have as evidence

Hi Jalba84,

• In the forwarded communication, I found several screenshots with different usernames and passwords. Could you please clarify which username you used to register?

Thank you.

Thank you very much, Jalba84, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Jalba84, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact ElitBet Casino outside this complaint thread and let you know any new information once I receive it.

Hello again with another problem with another online casino Inbet says I have been registered for a long time and I am facing two problems the one and most regular problem is that the terms and conditions of the different types of bonuses are not clearly described there are catches and pitfalls as says it regularly happens that I fulfill every rule and every condition of the bonuses in question I win the bonus I fulfill the rules and conditions as well as the deadlines I respect and accordingly the bonus is activated and it is reported to my account but when I decide to play it either it says insufficient balance or it doesn't allow me to take advantage of it I can also send evidence to my words with a recent case from last night

Dear Jalba84, 

in order to keep this thread organized and efficient, please remain focused on one casino and one problem. Regarding the other issue you are having with another casino, please submit a new complaint https://casino.guru/complaints

Dear Jalba84, 

Thanks for your email.

Do I understand correctly that your complaint was resolved and you can access your account, please?

I don't have a problem with access anymore, but this online casino needs a serious check because everything there is smenti dripped sums of times I have a bonus which in order to be activated must be deposited, I deposit once, respectively the deposit is not counted at all towards the activation of the bonus, respectively I play the amount and again I deposit so that I can activate the bonus, accordingly some free games are activated first, I play them and then some BGN 7.50 appear to me, which should have appeared long before the free spins, but this BGN 7.50 can be played with absolutely nowhere this is what I run into all the time with their bonuses now I'm sending you screenshots

Dear Jalba84, 

thank you for confirming. I am glad this issue is resolved.

Regarding your problem with bonuses, do I understand correctly that you made several deposits and that you do not see it in your account balance?

Well, here you can see the photos I sent you for proof

Dear Jalba84, 

Thank you for your message. I will proceed to contact the casino outside of this thread. I will keep you informed as soon as I have any new information.

I have reached out to ElitBet Casino once again to request their attention to this complaint. We are extending the response period by an additional 7 days. Should the casino fail to respond within this timeframe, we will proceed to close the complaint as 'unresolved,' which may have an impact on its rating.

Dear Jalba84, 

have you received any updates from the casino? If so, could you please share any relevant information?

Hello Jalba84,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jalba84, 

could you please provide any updates regarding the concerns related to the bonus? Have you heard from casino, please?

Regarding the concerns related to the bonus, I have even sent you a photo material, and as for the casino, no one has contacted me from their side, nor have I sought them out

Dear Jalba84, 

thank you for your message.

I have made several attempts to reach the casino through various channels; however, I regret to inform you that I have yet to receive a response. I have pursued an additional channel of communication, and should this one also prove unsuccessful, we will need to consider closing this complaint. I let you know as soon as I have any new information.

Dear Jalba84, 

I have been contacted by a representative from ElitBet Casino, who is currently looking into your concerns. I will keep you informed as soon as I receive any updates. Your patience during this process is greatly appreciated.

Dear Jalba84, 

Regrettably, I have not yet received a response from the representative of ElitBet casino. I will allow an additional 7 days for a reply, and should I not receive any communication by then, I will be compelled to close this complaint.

Hello Jalba84,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jalba84, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.