Goldenbet Casino - Player's withdrawal has been delayed for a month.

I first tried to make a withdrawal of 3514.87 euros via crypto, which they denied 5 times and responded that I had to make a SEPA transfer. This was on October 11.

So, I made a SEPA transfer via IBAN, which later became a "success."

Then I wrote to their customer service after a few days that I had not received any money yet, and they replied that I should continue to wait, and if the money did not arrive in my account, it would bounce back to my casino account.

So I continued to wait, and after about 14 days, I wrote again and got a response that the transfer was successful on their end, and they sent a "proof" receipt that the money had been sent from them. I have been in contact with them for the past four weeks, and they keep saying that they have sent the money and that they cannot do anything more and that I need to contact my bank. I have contacted my bank three times, and they have confirmed that no money has been received by them or by me.

Dear Ambala,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me the communication between you and the casino regarding the issue? My email is tomas@casino.guru

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