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Hello good day, dear Casinoguru team,

I request your help and assistance in contacting Dexterbet Casino, as I'm currently unable to make contact with their support and live chat agents. This issue concerns a withdrawal request amounting to €5,900.

I am fully verified and have received several withdrawals without any issues.

I made a deposit of €200 on 10/09/2023, which was a 100% deposit bonus reload. I made no bets over €4 and I did not play any forbidden games(betting), as I am familiar with the bonus terms. I have a max cashout of 30x deposit = €6000.

I placed a withdrawal request for €5900 on 17/09/2023, in partial amounts of 5x€1000 and 1x€900.

The withdrawal is still in processing status since 17/09/2023.

On 19/09/2023, I made another deposit of €250 and played with a new bonus (a 50% deposit bonus) since my casino balance was at €0 and my €5900 was safely in the account and requested. I made sure this was allowed by checking the bonus terms and asking the live chat agent if this was permitted even though I had already put in a withdrawal request. They confirmed that I could play with another bonus, so I did.

I again played with the 50% deposit bonus and won, successfully meeting my wagering requirements. Now, I have a real money balance of €2677, which I have not yet requested to withdraw since €5900 is already pending in my account and waiting for processing. With my second deposit bonus (50%), I again have a max cashout of 30x deposit, resulting in a max cashout of €7500 for this bonus.

I have contacted the casino via e-mail on 02/10/2023 and am still awaiting a response. Unfortunately, the live chat agent has been silent and I have not been able to chat with any staff members.

I request for your assistance and cooperation from everyone who can contribute and help in this case.

I want to express my gratitude to everyone involved in resolving this issue as quickly as possible.

I am open to any further questions and will answer them as promptly as possible

Thank you and have a good day.

Kind regards,

Pepe73

Hallo Guten Tag liebes Casinoguru Team,

ich bitte Sie um Hilfe und Kontaktaufnahme mit dem Dexterbet Casino leider schaffe ich es nicht eine Kontaktaufnahme mit dem Support und mit dem Live-chat (Agent). Es handelt sich um eine Auszahlungsanforderung in Höhe von 5.900€

Ich bin vollständig Verifiziert, ich habe schon mehrere Auszahlungen erhalten ohne Probleme.

Ich habe am 10.09.2023 eine Einzahlung in höhe von 200€ getätigt, dies war ein (100% Einzahlungsbonus-Reload). Ich habe keine Einsätze über 4 € getätigt, und nicht über 4€ gespielt ich habe keine Verbotenen Spiele gespielt(wetten), da ich mit den Bonustherms(Bonus-AGB) vertraut bin. Ich habe einen Max. Cashout von 30x einzahlung = 6000€

5900€ habe ich beantragt am 17.09.2023 in Teilbeträgen zu jeweil 5x1000€ und 1x900€.

Die Auszahlung ist noch im Bearbeitungsstatus in der Kasse seit dem 17.09.2023.

Am 19.09.2023 Habe ich frische 250€ eingezahlt und mit einem neuen Bonus gespielt (50 % Einzahlungsbonus), da mein Casino Balance auf 0€ war und meine 5900€ sicher in Kasse waren und beantragt wurden sind. Ich klärte das vorher ab, schaute in den (Bonustherms) nach und fragte den Livechat agenten auch ob das erlaubt ist er stimmte mir zu obwohl ich guthaben schon beantragt habe in der Kasse, war das erlaubt wieder einen bonus zu spielen.

Somit tat ich dieses dann auch.

Ich habe dann wieder mit dem 50% Einzahlungsbonus gespielt und konnte wieder gewinnen und habe meine Umsatzanfoderung erfolgreich umgesetzt,

somit konnte ich nun 2677€ echtgeld (realmoney) in meiner Balance halten die ich aber noch nicht zur auszahlung beantragt habe da 5.900€ bereits in der kasse stehen und auf bearbeitung warten und ich bei meinem zweiten einzahlungsbonus (50%) auch wieder einen max cashout von 30x einzahlung habe, mein Maxcashout beträgt für diesen bonus 7500€

Das Casino habe ich am 02.10.2023 Kontaktiert per E-mail und ich warte noch auf eine Antwort, leider habe ich keine antwort erhalten ! Der Livechat-Agent ist auch nur am schweigen ich bekomme keinen Mitarbeiter in den Chat.

Ich bitte um Hilfe und Mitarbeit von allen Beteiligten die in diesem Fall helfen und mitwirken Können.

Ich bedanke mich an alle beteiligten um dieses Problem schnellst möglich zu lösen.

Für weitere Fragen bin ich offen und werde diese schnellstmöglich bearbeiten

Danke und einen guten tag und Mit freundlichen grüßen

Pepe73

Dear Pepe73,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Are all withdrawal requests still pending in your account?
• Please send me any recent relevant responses you received from the casino regarding the issue. My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Dear Mr. Thomas,

I am contacting you with great regret and concern regarding my pending winnings payouts at Dexterbet Casino.

On September 27th, 2023 at 4:13 p.m. I received the following message from Dexterbet:

"We are writing to you regarding your requested withdrawal. Also, we want to inform you that this time your withdrawal will be delayed because of our system updates."

Despite my three subsequent written requests to forward my winnings to the finance department for processing, I have not received any response to date. I also tried to contact the casino via the chat 26 times, but without success.

I noticed that the chat staff always responded promptly before my winnings; However, after receiving my winnings, they seem to avoid communicating with me.

All withdrawals are currently pending in my player account, including my first win of 5,900 euros. In addition, I have not yet requested my second winnings of 2,677.69 euros for payment. In total, the outstanding winnings amount to 8,577.69 euros.

I fear that the casino is deliberately allowing time to pass in order not to have to pay out these amounts, so I am dependent on your support.

Thank you in advance for your help and I am available to answer any questions at any time.

Best regards,

Pepe

Sehr geehrter Herr Thomas,

ich wende mich mit großem Bedauern und Sorge an Sie bezüglich meiner ausstehenden Gewinnauszahlungen beim Dexterbet Casino.

Am 27.09.2023 um 16:13 Uhr erhielt ich folgende Mitteilung seitens Dexterbet:

"We are writing you regarding your requested withdrawal. Also, we want to inform you that this time your withdrawal will be delayed because of our system updates."

Trotz meiner drei darauf folgenden schriftlichen Aufforderungen, meinen Gewinn zur Bearbeitung an die Finanzabteilung weiterzuleiten, habe ich bis zum heutigen Tag keine Rückmeldung erhalten. Ebenso habe ich 26-mal versucht, über den Chat des Casinos Kontakt aufzunehmen, allerdings ohne Erfolg.

Es ist mir aufgefallen, dass das Chat-Personal vor meinen Gewinnen stets prompt reagiert hat; nach Erhalt meiner Gewinne scheint man jedoch eine Kommunikation mit mir zu meiden.

In meinem Spielerkonto sind derzeit alle Auszahlungen ausstehend, einschließlich meines ersten Gewinns von 5.900 Euros. Zudem habe ich meinen zweiten Gewinn von 2.677,69 Euros noch nicht zur Auszahlung angefordert. Insgesamt belaufen sich die ausstehenden Gewinne auf 8.577,69 Euros.

Ich befürchte, dass das Casino bewusst Zeit verstreichen lässt, um diese Beträge eventuell nicht auszahlen zu müssen, ich bin daher auf Ihre Unterstützung angewiesen.

Ich danke Ihnen im Voraus für Ihre Hilfe und stehe für Rückfragen jederzeit zur Verfügung.

Mit freundlichen Grüßen,

Pepe

Thank you very much, Pepe73, 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 Pepe73,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your winnings. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Dexterbet Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Would you please specify what are the reasons for not processing the player's withdrawal requests? If the issue is in some system updates, could you please inform us when these are to be settled?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hello to all,

Thank you for reaching out, to us. We want to assure you that your inquiry is important to us and we are committed to addressing it. Our dedicated team will thoroughly review the information you have provided.

Once we have completed our review we will get back to you with our findings and any necessary next steps. Your satisfaction is our priority. We strive to offer you the best possible assistance.

We appreciate your patience and understanding as we work towards resolving your case. If you have any questions or concerns, in the meantime please feel free to contact us. We are eager to ensure that your case is resolved to your satisfaction.

Thank you for the reply, Dexterbet Casino. I'll set the timer for you for another week, I hope you'll manage to get more information regarding the case to be able to assist the player in the set time frame.

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.

Unfortunately, the casino has stopped responding to our messages. Consequently, we are unable to investigate further and have no choice but to close this complaint.

The casino can reopen this complaint at any time as soon as there are any updates on the case.

Dear Pepe73, I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia