ExclusiveBet Casino - Player’s withdrawal is delayed after account closure.

Hello

I hit a bigger win in this casino and they closed my account with 2387€ balance ( used my own money, no bonuses ). I contacted them over live chat and they allowed me to login once and request a withdrawal. While waiting for them to process my withdrawal I was asked for KYC which I passed immediately.

Withdrawals were requested 11.10.2024, After I passed KYC I asked them when will they process it, they told me 1st withdrawal is scheduled on Friday ( 25.10.24 ) , 2nd is scheduled on 1st November and last one on 1st December.

On Saturday I contacted them again because any transfer didn't come and there obvious lies from them started First they told me that financial department does not work on weekends, however the transfer was scheduled on Friday which is a working day still. Live chat support also mentioned it should be processed on Monday.

Today is Monday 28.10.24 and I just contacted live chat support and I was told that 1st transfer is scheduled on 1st November...

They can't also provide dates of next 2 payments now.

I'm little bit afraid that I won't get paid at all as this is very weird and shady practice by casino. Over 2 weeks already passed since I requested these withdrawals and now they started lying to me and postponing withdrawals. It's also unbelievable that they claimed last withdrawal will be paid on 1st December, that would be almost 2 months of waiting however now it can be even more as they postponed 1st withdrawal already.



Dear deniclauda,

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

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

• Could you please advise how long were you a player of the casino and when exactly your account was blocked? 
• What was the reason given by the casino to block your account?
• Have you previously withdrawn winnings from this casino?

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

Hi Tomas

1. I registered there over a month ago maybe, account was blocked without any notification on the next day or 2 after I won bigger amount.
2. They did not give any reason.
3. Never.

Today is 03.11.2024 exclusivebet declared to make payment on November 1st

I did not receive any money yet from them. As previously mentioned I'm afraid that they won't pay anything at all.

Thank you very much, deniclauda, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi deniclauda,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear ExclusiveBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information about the issue? Please specify the current status of the player's withdrawal requests. According to deniclauda, the 1st withdrawal was scheduled to be processed on 1.11. can you confirm it was processed? What is the situation with the next two withdrawals?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear Casino Guru,

Thank you for contacting us.

Please be informed that yesterday we have submitted a payment in the amount of

387.32EUR

The other 2 payments of 1000 euro each will be paid in due time.

The account was locked as our software provider has highlighted the account as high risk and with a very suspicious betting pattern. The delay is due to the extra checking we will be performing on his accounts and all accounts related to this player.

For safety reason I won't be able to disclose further information on a public forum.

I wish you a great rest of the day

Pino

Hello

I can confirm that I have received 419USDT, but I would like to point out that I only had 1 exclusivebet account, so I don't understand this statement The delay is due to the extra checking we will be performing on his accounts and all accounts related to this player.

I would also like to hear when you are going to send these payments, because you once said when, then changed the schedule, and now the payments with my winnings "will be paid in due time" which is completely unknown tmie.

Dear ExclusiveBet Casino, I'd appreciate it if you could share more information via email (natalia.b@casino.guru) solely for our internal evaluation, it won't be disclosed in the complaint thread and will be used to analyze the situation.

Can you please specify if there is a schedule for further payments?

Dear Casino Guru,

as stated above due to safety reason I won't be able to disclose further information on a public forum.

I can assure you that we will pay this client in full though.

Regards

Dear ExclusiveBet Casino representative

Could you please provide approximate dates when the remaining payments will be sent?

Dear Natalia and Denis,

I can confirm that next payment for 1000 euro will be done at the beginning of December.

I confirm for the last time that all payments due will be paid in due course. This is certain.

This will be my last answer as you have all the relevant information in this answer.

Thank you and I wish you a very good day ahead.

Regards

Exclusivebet

Dear ExclusiveBet Casino,

Unfortunately, we cannot proceed without any evidence from you regarding the accusations made against the player. Blocking deniclauda's account without providing an explanation is concerning. Additionally, a withdrawal delay of two months seems unreasonable. If we do not receive any further information from you, I will be compelled to close the complaint as unresolved due to the lack of cooperation from your side.

Thank you.

Dear Natalia and Denis,

I am pleased to inform you that we will pay 1000 euro today.

The last payment of 1000 will be paid Tuesday next week.

In regards to the closure of the account I can confirm it will remain locked and any future accounts related to this one will be locked immediately and we might seize winnings.

We have locked the account according to our terms and conditions; in particular:

12.2. We reserve the right to close your account at any time.

I wish you a good rest of the day.

Regards

Dear deniclauda, please let us know if you have already received the second payment from the casino.

Dear Natalia and Denis,

I'm pleased to inform you, that as promised last week, the last payment has been approved and it will be paid today.

I wish you a good day.

Regards,

Hello

I confirm that I have received both payments as declared by Exclusivebet. Thank you for your understanding and cooperation in resolving this complaint.

Thank you for your cooperation, ExclusiveBet Casino.

Dear deniclauda,

I'm glad your issue has been resolved and the withdrawals were processed and received earlier than the casino initially scheduled. I'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 online casinos 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, 

Natalia

Casino.Guru