Everbet Casino - Player’s winnings are delayed.

Hello, Evetbet is not paying me my winnings of 1500 BGN even though my account is verified.

Dear sabriqadem,

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 the situation.

Have you made any successful withdrawals from this casino before?

Could you please specify if you accumulated your winnings with or without an active bonus?

What types of games did you play? Did you play slots, live casino games, or participate in sports betting?

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

Yes, I had a withdrawal before, as far as I remember, I had problems again, but they paid off, now it's the 4th day they are turning me around and they don't even answer my emails, and in the chat, everyone tells the same lie

Thank you for your reply. 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, a high volume of withdrawal requests, or other external factors. 

That’s why we advise players to be patient, cooperate fully with the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Dear sabriqadem,

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.

They don't pay the profit yet

They are constantly asking me for documents, now we have arrived at a declaration with a notarized certificate written in free text as it is necessary to contain your names TIN number of an identity card address to confirm clean registered on our site with your personal data on your behalf and are the actual owner of the relevant account city signature and stamp it is necessary for this declaration to retain a notarized signature

They asked me for a document, a certificate of registration from the municipality, which I presented to them, then they asked me for a document certifying my income, I went to the NOI, I issued this document and sent it to them, and now they have reached this notarization, is this normal, they have no intention of paying me the salary

I tried several times to take a screenshot of the emails they sent me to see what things they want in my opinion this is not normal they just don't want to pay the profit

This is the first time I come across such a fraudulent casino and I wonder how many more documents they will ask for

Thank you for providing me with a more detailed explanation of your issue. Please understand that casinos are entitled to request additional documents for KYC verification if necessary.

Could you kindly specify when you last sent the requested document to the casino for verification?

Has the casino requested any additional documents from you that you have not yet provided?

Additionally, please forward all relevant communication between you and the casino customer support regarding your case to veronika.l@casino.guru.

Thank you for your patience and cooperation. I look forward to assisting you further.

This is the first time they are asking me for a notarization for verification, is this legal

And to the email you provided I have sent several screenshots of the emails received from them on chats and such

Thank you for the email with the screenshots. As I mentioned previously, a casino has the right to request documents with a notarized signature if necessary. Could you please confirm whether you visited a notary and had your signature verified in order to provide the document to the casino?

Hello!!!

Yes, I got this document from a notary, I photographed it, sent it to their email and uploaded it to my account for verification, and from the account for 2 days it said unverified on the document itself, and now they removed the photo, on the 3rd day I'm waiting for an answer and I still can't withdraw my profit, they hang around 20 days have already passed since 05.10.2024.

Thank you very much, sabriqadem, 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 sabriqadem, 

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 Everbet Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear sabriqadem, 

after extensive communication with the casino representative, I was informed that your case has been forwarded to the regulator. Could you please confirm this information?