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I received a 2000 bonus at inbet.mx casino, which I successfully redeemed. I continued playing and won 7,000 MXN.

The bonuses were canceled without any clear justification. After the cancellation, I was only refunded $3,000 MXN, arguing that it was the maximum winning limit of the no-deposit bonus.

However, I should clarify that I had already completed the bonus rollover, and the remaining funds were fully released and valid, with which I legitimately reached $7,000 MXN. That is, this money was no longer subject to the bonus conditions.

Furthermore, after this unjustified adjustment, support now informs me that I must wait an additional 4 business days for a new review, which have already been fulfilled, which I consider unnecessary and unserious, given that I had already met all the conditions and the withdrawals were previously approved.

I no longer care if I don't receive the initial amount I wanted to withdraw. I just want my $3,000 MXN withdrawal to be valid.

Me dieron un bono de 2000 en el casino inbet.mx el cual liberé de forma exitosa. Seguí jugando y logré la cantidad de 7,000 MXN .

Los y fueron cancelados sin justificación clara. Tras la cancelación, solo se me reintegraron $3,000 MXN, argumentando que era el límite máximo de ganancia del bono sin depósito.

Sin embargo, aclaro que ya había completado el rollover del bono restantes eran fondos completamente liberados y válidos, con los cuales llegué legítimamente a los $7,000 MXN. Es decir, no se trataba ya de dinero sujeto a las condiciones del bono.

Además, tras este ajuste injustificado, el soporte ahora me informa que debo esperar otros 4 días hábiles adicionales para una nueva revisión los cuales ya se cumplieron , lo cual considero innecesario y poco serio, dado que ya había cumplido con todas las condiciones y los retiros estaban aprobados previamente.

Ya no me importa si no recibo la cantidad inicial que quería retirar solo quiero que se me haga válido mi retiro de $3,000 MXN 

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Dear Kathialop,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kathialop,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good afternoon, I still haven't received a response. They told me they would deposit the amount into my account yesterday, but it's still pending.

Buenas tardes, aún no me han dado respuesta, me dijeron que ayer depositarían el monto en mi cuenta pero aún sigue en espera .

Dear Kathialop, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. 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.

Sure, thank you very much ☺️

All they tell me is that their system is malfunctioning. I request my withdrawal again, and they cancel it and ask me to request it again. One of the support representatives also tried to make me deposit again, even though I had clearly already made the requested deposit.

Claro, muchas gracias ☺️

Solo me dicen eso, que su sistema tiene fallas, vuelvo a solicitar mi retiro y lo cancelan y me piden que lo solicite de nuevo . También uno de los de soporte me quería hacer depositar de nuevo, cuando claramente ya había cumplido con el depósito solicitado

Dear Kathialop, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify whether you have made a successful withdrawal in this casino before?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila G.

Thank you in advance for your attention. I'll gladly answer your questions.

This would be my first withdrawal on this platform, so I haven't had any successful withdrawals yet.

I used SPEI

It still appears as pending approval.

I've also attached all the withdrawal attempts that were rejected due to "problems with the platform".

De antemano muchas gracias por su atención. Con gusto respondo a sus preguntas

Sería el primer retiro que realizo en esta plataforma, por lo que aún no cuento con ningún retiro exitoso.

Utilicé SPEI

Aún aparece como aprobación pendiente.

También adjunto todos los intentos de retiro que han rechazado por "problemas con la plataforma"

Dear Kathialop

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello Kathialop, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of inbet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello, nice to meet you.

I'm writing to let you know that support keeps telling me there are delays or serious problems with the platform. But I've been trying to get that payment for over two weeks now; I think that's far too long.

Hola, un gusto.

Le comento que solo me dicen en soporte que tienen retrasos o problemas graves con la plataforma. Pero ya tengo más de 2 semanas intentando que me realicen ese pago, creo que ya es mucho tiempo para eso.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kathialop,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej