The player from Germany had made a withdrawal request on 05/05/2024 for €2050.15, after satisfying the full rollover conditions. However, he was not provided with a timeline for the payout and only received a response from the casino that confirmed his payment was in the process of being processed. After expressing his concerns to the complaints team, he eventually received his money. The complaint was subsequently marked as 'resolved' by the complaints team.
EmirBet Casino - Player's withdrawal has been delayed.
Amount: €2,050
EmirBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
I made a withdrawal request on 05/05/2024. I've successfully covered the whole rollover, which they have confirmed, and I am fully verified. The amount is €2050.15. I have been politely put off by the casino the whole time, but no one can tell me how long the payout will take, I'm not given any timeframe. I am a good player there and I like the casino, but I find it unacceptable that I can't even be given a rough time window. They only keep saying that one department is processing the payment and that it will be as fast as possible.. but normally shouldn't there at least be a time window? Like within 48H or something? Please help me get my payout, after all, I have deposited a lot of money there too.. thank you.
Automatic translation:
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4 months ago
Dear Aslan1912,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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4 months ago
Translation
All right, but how can it take so long? I'm a good player there, what's so hard about processing a withdrawal? The casino has to convey seriousness to the customer... it doesn't do that if it can't even give me a time frame. I want the withdrawal to be processed today. Otherwise it will be processed quickly.
Automatic translation:
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4 months ago
Dear Aslan1912,
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,
Kristina
Casino.Guru
