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Hello, I've been waiting for my prize of €620 since April 5th, 2023, which has now been going on for almost a month. I am fully verified and have contacted the chat a number of times. The answer is always the same: "We will forward your request to the responsible department". I also tried to reach the finance department via email and have not received an answer to date.

In the meantime I canceled the withdrawal request, hoping that it might work with another payment method (see attachment). However, that was not the case.

Many thanks for the help

Hallo, seit dem 05.04.2023 warte ich auf meinen Gewinn von 620 €, was mittlerweile schon fast einen Monat dauert. Ich bin komplett verifiziert und habe etliche male den Chat kontaktiert. Die Antwort ist sinngemäß immer die selbe: " Wir leiten ihr Anliegen an die zuständige Abteilung weiter". Außerdem habe ich versucht die Finanzabteilung via Mail zu erreichen und habe auch hier bis dato keine Antwort erhalten.

Zwischendurch habe ich die Auszahlungsanfrage storniert, da ich hoffte, dass vielleicht bei einer anderen Zahlungsmethode funktioniert (Siehe Anhang). Das war jedoch nicht der Fall.

Vielen Dank für die Hilfe

Dear habzat,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino? Was your account fully verified already? Which payment method you have opted for?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela, thanks for the quick reply.

1. yes it was my first payout
2. As can be seen in the attachment, I am fully verified.
3. Withdrawal method = Astropay.

Nevertheless, I always get the same answer and have been waiting for almost a month for a concrete answer about how long it will take and you are always put off.

In addition, there are already some complaints and bad reviews regarding the payout regarding this casino site. Accordingly, I wonder if this casino is a reputable one.

Best regards

Hallo Petronela, danke für die schnelle Antwort.

1. ja es war meine erste Auszahlung
2. Wie im Anhang zu sehen ist, bin ich vollständig verifiziert.
3. Auszahlungsmethode = Astropay.

Nicht desto trotz erhalte ich immer die selbe Antwort und warte schon fast ein Monat auf eine konkrete Antwort, wie lange es dauern wird und man wird immer vertröstet.

Zudem kommt hinzu, dass es bezüglich dieser Casino Seite schon einige Beschwerden und schlechte Bewertungen bezüglich der Auszahlung gibt. Dementsprechend frage ich mich, ob es sich bei diesem Casino um ein seriöses handelt.

Freundliche Grüße

Thank you very much, habzat, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

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

I would now like to ask 1GoodBet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear Habzat and Petronela,

We highly apologise for the delay in the transaction approval process for this account, which was vectored by verification requests from the PSP.

The transaction has been approved, and we hope this will not leave a negative feedback on the customer. Please mark this case as resolved.

Best Regards,

1GoodBet Team

Dear 1GoodBet Casino, Thank you very much for the update. We will keep this complaint open until habzat confirms their withdrawal has been successful. Please keep me informed about any further developments.

Thank you!

1GoodBet Casino, can you please check what has happened to this transaction?

Thank you in advance!

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.

Hello, unfortunately the payment has not yet arrived. If the transfer was successful, the amount should already be in my account.

I'll get back to you as soon as I've received payment. However, I reckon this will take no more than 48 hours.

Alternatively, if the payment is rejected again, I ask for an Ezee Wallet transfer.

You already have the information for this. I hope that this issue will be resolved soon.

Best regards

Habzat

Hallo, die Zahlung ist leider noch nicht eingelangt. Sofern die Überweisung erfolgreich durchgeführt wurde, müsste der Betrag bereits auf meinem Konto sein.

Ich melde mich umgehend, sobald ich die Zahlung erhalten habe. Ich rechne jedoch, dass dies nicht mehr als 48 Stunden beansprucht .

Alternativ, sofern die Zahlung wieder abgelehnt wird, bitte ich um eine Ezee Wallet Überweisungen.

Die Informationen dafür liegen Ihnen bereits vor. Ich hoffe auf eine baldige Lösung dieses Sachverhaltes.

Freundliche Grüße

Habzat

Hello, it didn't work again and the money is back in my account.

Please use my Ezee Wallet for the transfer.

Best regards

habzat

Hallo, es hat wieder nicht funktioniert und das Geld ist wieder auf meinem Konto.

Bitte verwenden sie für die Überweisung mein Ezee Wallet.

Freundliche Grüße

habzat

Currently I can't even request a new withdrawal, it's loading all the time as shown in the screenshot. The whole thing is becoming more and more dubious and it seems to me that everything is being tried to prevent the payment.

Aktuell kann ich nicht einmal mehr eine neue Auszahlung beantragen, es lädt die ganze Zeit, wie im Screenshot zu sehen ist. Das Ganze wird immer dubioser und mir scheint es, dass alles versucht wird, um die Auszahlung zu verhindern.

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.

Hello, I was back on the website yesterday and the site was mostly down. Only the chat was available, which informed me that the website was currently under maintenance.

Today the homepage is completely down, as you can see in the attachment...

Hallo, gestern war ich wieder auf der Website und die Seite war weitestgehend heruntergefahren. Lediglich der Chat war erreichbar, der mich darauf hinwies, dass die Website gerade unter Wartung steht.

Heute ist die Homepage komplett down, wie im Anhang zu sehen ist...

Dear habzat, were you able to request a withdrawal? The site seems to be working again.

Thank you in advance!

Hello, unfortunately I cannot request payment. I can't get any further here and it "apparently" loads

Hallo, leider kann ich keine Zahlung beantragen. Ich komme hier nicht weiter und es ladet "scheinbar"

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved due to technical glitch" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you manage to request a withdrawal and will be subsequently paid out please let me know via my email (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter