Epicbet Casino - Player's withdrawal is delayed.

Epicbet have not paid out my withdrawal since the 30th Aug. Had numerous correspondence with customer services. Sent various documents. Still no payout. Claiming it is there provider.

I have sine withdrew 2500kr with all the same banking details etc which was actioned ok. For some reason they are refusing to pay out the 20000kr.

Any assistance would be greatly appreciated.

Kind regards

Scott g.

Dear Spoongreen,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm if you passed the full KYC verification?

Do I understand correctly that you later made another withdrawal using the same payment method and successfully received these winnings?

Kindly forward me the email with the explanation from the casino regarding the failure of your payment at veronika.l@casino.guru.

Have you accumulated the winnings of 20000kr with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Yes all checks are completed. A withdrawal was taken 10 days later which was paid out OK. Same bank details etc.

The 20000kr was accumulated winnings and no bonus involved.

I firmly believe that the customer support is doing little to nothing to sort this out. They continue to state it is the 'provider' investigation.

I believe that the funds where stolen somewhere along the transaction, as they are not willing to resend these funds that have never been received.

They also sent a fake transaction receipt with no transaction number, no tracking no and no account sent from details.

Thank you for keeping me updated. Have you sent the document the casino sent you to your bank so that the transaction could be tracked?

Has the money appeared in your bank account by now?

Hi Veronika

Yes what they sent was given to the bank. They could not find it. I asked Epicbet for a actual tracking no and transaction reference from the apparent sent transaction. They would not provide me with this.

The money is still not in my account. Just keep getting the same response from them. 'The provider is investigating'. I have also asked that epicbet put the money back in my account so I can withdraw the amount again, but they just ignored this request.

Thanks

Scott

Thank you very much, Spoongreen, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Spoongreen for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Epicbet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

That's great. Thanks

Dear Spoongreen, the casino representative has contacted me that after thoroughly reviewing the case, they found that the delay in processing the withdrawal was due to an issue on the payment provider's side, which was unfortunately beyond the casino's control. They understand the frustration this may have caused and sincerely apologize for the inconvenience.

Yesterday, they received confirmation from the payment provider that the funds were returned to them. Upon receiving this update, they promptly re-processed the payment to your account. I was also told that as a gesture of goodwill, they have credited your account with an additional bonus to compensate for the inconvenience caused. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments. Thank you in advance!

All sorted now. Thanks for the assistance

Dear Spoongreen,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter