Gambeta10 Casino - Withdrawal of player's winnings has been delayed.

Made a withdrawal request 6.7.2023.

Send all the Kyc docs. Got confirmation that KYC in complete on 10.7.

The processed withdrawal on 12.7. promising that money is my bank in 48hrs.

It is now 17.7.

The live chat told me they are having some issues paying withdrawals and can not goäive any time table for this issue.

Dear houseri,

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 houseri,

Have you received your withdrawal from the casino yet?

No I have not. Theys asked me my bank statements from 12.7.-18.7. to prove, that money has not come to me. I provided these immediately. They say they are investigating it further.

Thank you for your reply, houseri. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Have you accumulated your winnings with or without an active bonus?

This is my first withdrawal from this casino.

They are "investigating" , asking for my patience.

Withdrawal is on 'approved' status, for 2 weeks has been like this.

I do Not use any bonuses

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent it through email

No they are claiming:

"Your account with us has been closed because our system has detected multiple accounts using the same details. This is a violation of our terms and conditions.

It has been fully investigated and it has been decided that your account is to remain closed permanently. Any winnings have been waived due to this violation.

I am sorry that I cannot give you the answer you would like to hear.

However, we have strict rules and regulations that are set by the gaming authority and we have no option but to adhere to them."

This is 100% inaccurate and they refuse to provide any proof/evidense.

This is pure scam/fraud. I hope Casinoguru can help with this matter. This casino should not have MGA licence.

Thank you very much, houseri, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

I sent lates emails to u.

They do not provide any details.

Just closed my account and wont pay accepted withdrawal.

This is illegal, falsely claim things and refuse to tell me proof

Hello houseri,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Gambeta10 Casino to join the conversation.

Dear Gambeta10 Casino,

Can you please provide an explanation on why did you previously verify the player and claim that his winnings had already been sent to him, and when the transfer took longer than usual, you suddenly found out that the player supposedly has multiple accounts? Can you please provide any evidence of the supposedly multiple accounts to me at michal.k@casino.guru?

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.

Due to the absence of any response from the casino pertaining to the matter, we are left with no choice but to mark the complaint as 'unresolved'. We genuinely wish there were additional avenues for us to pursue. Regrettably, lacking the casino's collaboration, our ability to mediate and facilitate a resolution to this matter is limited. It is worth noting that the casino retains the option to revisit and address this complaint at any point.

Thank you for your understanding.

We have reopened this complaint due to the receipt of new information, and our efforts to identify an appropriate resolution to the player's concern are ongoing.

To whom it may concern,

Thank you for bringing to our attention the player's complaint regarding their payout.

Upon conducting our routine checks, we discovered a significant breach of our terms and conditions by the player in question. We found that the player has breached our terms and conditions by opening multiple accounts using the same or similar names, addresses, telephones, email addresses, and dynamic IP addresses with the intent of defrauding or cheating across our brands.

At Gambeta10, we uphold a strong commitment to ensuring a fair and transparent gaming environment for all of our players. Our Terms and Conditions, which outline the rules and regulations governing the use of our platform, strictly prohibit the creation and maintenance of multiple accounts. 

Our decision to close the player's account is a direct result of these violations. As a consequence, any associated winnings have been waived. We understand that such an outcome can be disappointing for the player, however, we would like to emphasize that our terms and conditions are strict and are in place to ensure a fair and safe gaming environment for all our players. 

In this regard, we made our decision based on the provisions outlined in our Terms and Conditions, specifically under the "Multiple Accounts" section (articles 47, 48, 49, and 50), which can be accessed at the link below:

 https://www.gambeta10.com/en/terms

Furthermore, the Casino Guru team has been provided with additional relevant information, which outlines the details of the breach and the actions taken to address it.

We hope that this explanation provides the necessary clarity and reassurance about the action we took in response to the player's complaint. If you need any additional details or clarification, do not hesitate to get in touch with us.

Sincerely,

Gambeta10 Complaints Team

This is completely untrue, I have one account in Gambeta10.

I take this accusation very seriously, I've been playing for over an decade on online casinos. This is the first time with this kind of issue. (have had one other issue over 10 years ago, when I did not receive winnings, casino just dissapeared from the internet, did not have MGA license). Never made multiple accounts on ANY casinos, never misused ANY bonuses etc.

This is purely scam casino, which does not want to pay winnings. It is quite clear, that they are not speaking the truth, when they fist claimed that they have paid my winnings and asked me proof that money is not appearing on my bank account. And then after stalling the issue for few weeks, they claim that I've broken rules 😀 So they did NOT pay my winnings on any stage (even though they claimed that they did pay), and they did not plan to do so.

And after this FALSE accusations, this same provider still send me SMS/email spam on their new casinos, and they offferings 😀

I hope Casino Guru can still help with this issue.

After a throughout discussion and consideration of all the facts, we have come to the following conclusion:

While we acknowledge the evidence provided by the casino team that the player has previously violated terms and conditions in other casinos within the same group, leading to the decision to flag the player as suspicious, we find that the player has adhered to all rules in this specific casino. The player has rightfully obtained their winnings in accordance with the established regulations, and thus, we do not view it as justifiable to nullify the player's winnings in this particular case.

We have conveyed our standpoint to the casino team, however, regrettably, we were unable to reach a mutually agreeable solution with them, as they have maintained their initial decision.

We will mark the complaint as "unresolved" in our system. We 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 reopen the complaint, you will be notified by email.

If you feel you want to take this complaint further, you can contact the casino's official ADR Maltese Alternative Dispute Resolution Entity (MADRE) here https://madre-online.eu/file-a-claim-international/

You can also contact the Malta Gaming Authority (MGA) (Lodge a Complaint - Malta Gaming Authority (mga.org.mt)) and submit a complaint to them. It's a good licensing authority and it might have better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)

We are sorry we could not be of more help on this occasion.

Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal

Casino Guru