EmirBet Casino - Player's withdrawal hasn't been received.

They claim to have processed a withdrawal of 1400€ through litecoin, but I never received the money... They're not showing me any image of the transaction, and not responding to my emails

Dear Raux82,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EmirBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the transaction in your casino accounts shows the 'processed' status, but the money hasn't reached you?
• When have you requested the payout of your winnings and when exactly was it processed?
• Have you received any response from the casino whatsoever?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, my withdrawal was approved and processed but the money did not arrive, among other things I requested the withdrawal on day 14 and it was processed according to what is written on day 26, I tried to write in chat and they tell me that they processed the withdrawal, I asked to see the crypto transaction that took place and they don't show it to me, I wrote to support via email and they don't answer me, they don't give proof of payment because obviously they don't have it, in how much they didn't pay

Thank you very much, Raux82, 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.  

Dear Raux82,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite EmirBet Casino representative to join this conversation.

Dear EmirBet Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Now after 15 days I see that the withdrawal has been processed, but they sent it to a litcoin address that I did not give and the money is lost. They deny it saying that I gave the address but what reason would I have to give the wrong address?

first they didn't want to escape it, then they send it to another address, stay away from these gentlemen

Dear Mirka and Raux82,

Thank you for reaching us.

We have looked into the account and would like to inform you that upon withdrawal a customer has a few options of payment methods to choose from. Once initiated, customer should select the payment account to which they would like to receive the funds. In this case, the player has filled his crypto wallet address and once the KYC procedure has been completed, funds have been sent to that wallet. Furthermore, the customer was provided with both the requested transaction ID and wallet account to which the funds have been sent.

Kind regards,

EmirBet Casino team

Dear Emirbet Casino, 

Could you please provide the transaction hash/ID that confirms, that the withdrawal amount was sent to the player's account?

I will leave the reply's visibility as private, so it won't be visible to people, who are not involved in this case. 

Thank you,

Mirka

That litecoin address you see in this transaction is not the one I entered but one placed by you.

Dear Raux82,

Could you please provide for example screenshot of your player account, where it would be visible, which address you entered for withdrawals?

Thank you,

Mirka

There is no this option in the gaming account, you can only see that the withdrawal has been processed but not to which address, I think it's all designed to scam people

Dear Raux82,

Could you please provide me with the Litecoin address, which you used for depositing money into your account, and on which you requested withdrawal?

I will leave the reply's visibility as private, so it won't be visible to people, who are not involved in this case. 

Thank you,

Mirka

Dear Raux82,

Could you please inform me, if you used this address to deposit into your player account, and if you previously withdrew money from EmirBet casino to this address?

Thank you for your cooperation,

Mirka

Yes I used this address to deposit, and I had never withdrawn money from this casino before

Dear Raux82,

Could you please provide evidence, that you used the aforementioned Litecoin address for depositing into your player account, so we can move forward with the case?

Thank you for your cooperation,

Mirka

They are thieves, I'm tired of chasing them. I hope they crash soon

Dear Raux82,

I understand that the current situation is unpleasant for you. However, our team needs to review evidence from both sides to ensure a fair and satisfactory resolution to complaints.

Can you please clarify whether you wish to proceed with your complaint and provide evidence to support your claims, or if you would prefer us to close the complaint?

Thanks for your cooperation,

Mirka

Dear Raux82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.