ElonBet Casino - Player's withdrawal has been repeatedly cancelled.

Hello. I have made several deposits with them. I've been playing in the casino, slots, and placing bets. In general, I have been playing regular games. The first two times they processed my withdrawals. Now, I have won 870 USD in the casino and they are not paying it out. They simply keep canceling my withdrawal request and tell me to repeat the process. This has happened 6-7 times in a row. Please help.

Dear warbog1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if your account has been fully verified? 
• Have you been advised why you can’t withdraw your winnings? 
• Is it an internal casino system issue, or it’s related to your account only? 
• Were your winnings accumulated with or without an active bonus? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

Yes, my account is fully verified. I passed verification 2 times

They do not say why they are canceling

I don't know whose problem or mistake it is

I did not receive any bonuses. I just played on my deposit

Now they just closed my account. As soon as I write in the chat and share my id, they immediately close the chat. Everything is on video.

Hi warbog1981,

I regret to learn that your account has been blocked. If there are any pertinent communications you wish to forward to me, please feel free to send them to my email address at petronela.k@casino.guru.

Additionally, I'd like to caution you that if my understanding is correct and you've been involved in sports betting, we may not be able to assist you. Presently, we do not have a department dedicated to resolving sports betting disputes and lack the necessary expertise in handling such cases.

Looking forward to hearing from you.

good day. I won almost all the money in slots, I played everything and kazano, both slots and bets. But almost all the winnings were in bets. I am attaching a photo and video

Thank you very much, warbog1981, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, warbog1981,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, according to the evidence you provided, it seems your KYC/verification was not completed. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear ElonBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed? What steps should he take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear warbog1981,

I am resetting the timer since the casino did not have an active casino representative account in our system, so they could not respond. The account was set up correctly a while ago, and the casino should reply directly here.

So let's wait for the casino's response.

Thank you for your patience and understanding.

Dear Customer,

We have conducted a thorough investigation into your account situation.

During this investigation, our gaming security department identified multiple gaming accounts registered under the same IP address associated with your user profile. This finding is in direct violation of our Terms and Conditions, specifically Section 5.4, which clearly states: "You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf."

The presence of multiple accounts linked to your IP address necessitates the immediate closure of these accounts and the cancellation of any pending transactions, including withdrawals.

We understand this might be disappointing news, and it's certainly not the outcome we wish for any of our players. However, adherence to our Terms and Conditions is essential for the fair operation of our platform and the enjoyment of all our users.

Warm regards, ELONBET Representative

This can't be! I found out about your site only a week before making a conclusion. This is absolutely, absolutely false. I am sure that you are cheating. I logged into my account from a laptop and a phone, there are no other accounts to speak of, this is a complete lie!

Dear ElonBet Casino Team,

Can you please forward the supporting evidence to my email (branislav.b@casino.guru)?

What unfair advantage did the player gain by playing as described?

What games did he play and what bonuses were used?

Dear Customer,

Thank you for your continued patience. As previously stated, our investigation found multiple accounts linked to your IP address, which is in breach of Section 5.4 of our Terms and Conditions.

This section explicitly prohibits the operation of multiple accounts by a single user or associated entities.

As a result, the identified accounts, including yours, have been closed, and any pending withdrawals were canceled.

This decision is final and was made to maintain fairness and security for all our users.

We regret any inconvenience this may have caused but must enforce our policies consistently to protect the integrity of our platform.

We consider this matter resolved from our side.

This is an absolute lie. Give the admins some proof, other accounts from my ip, logins when I came in. This is a complete lie. I even have a video where I write to you in Telegram, you just delete messages, block, and before that I made several conclusions and everything was fine, but now that I won more, you immediately lie. If I didn't withdraw money from one account, why should I make a new one??? This is a complete lie!

Dear ElonBet Casino Team,

This is the third time I have asked you for more details and supporting evidence, and it has been now almost a month since I requested it the first time. In addition, my questions have not been answered sufficiently at all.

"Can you please forward the supporting evidence to my email (branislav.b@casino.guru)?

What unfair advantage did the player gain by playing as described?

What games did he play and what bonuses were used?"

Also, it would be great to have more details about the linked accounts, such as dates of registrations, what was the activity in the disputed account and in the linked account, when they were active, whether they were active at the same time, what games did they play, whether the casino let the players verify themselves, whether any bonuses were used in any of the linked accounts, whether there was only match of one IP, whether the IP match was only a one-time matter (how many times it happened), other data matches, etc...

Do I understand correctly that the player played only slots without using any bonus on his account? If so, it does not mean that he gains any advantage by playing in this way. The casino could be even glad if he played in such a way from more than 1 account... Does the casino count on an option that there could be only 2 accounts from the same household (2 individuals playing at the casino) or that it could have been a coincidence if the user used a public internet connection? Or, if another linked account was created a year before the disputed one and was being used for several days, without bonuses, it does not mean the complainant tried to abuse the casino system or bonuses. However, we cannot review the matter sufficiently on our side without the evidence and details that can be provided only by the casino.

Are you please able and willing to cooperate in resolving this complaint and provide me with the requested, or do you consider it resolved, as you mentioned above?

I am afraid if the casino fails to cooperate, we will be forced to think about complaint closure, however, not in the favour of the casino.

Looking forward to hearing from you.

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.