LiveBet Casino - Player’s struggling to withdraw his winnings.

Greetings, I have an account at Livebet, for sports betting, I won about 5,000 US dollars, I deposited via my debit card, to withdraw I have had to go through a number of processes, all satisfactory, in about 4 months I have only been able to withdraw 1,000 dollars, first it was the verification of the account, which I carried out successfully, after numerous withdrawal cancellations they tell me that my country does not receive bank payments for them, something strange because they received from me, anyway they told me to use payments by e-wallets, which I agreed, I opened an Astropay account, after receiving my 1st payment a few weeks ago, they ask me for documents again, which I had already sent and they had been approved, but anyway I sent them all the documentation again, they last between 5 to 6 days and they cancel the withdrawal, lately they don't even give excuses, I try through the chat and they tell me to talk via email, it's the same cycle by email, they say: we will answer you in 72 hours, the days go by and go by, what can we do to get paid?

Dear Simon29,

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

As you might know, our Complaint Resolution Center Casino.Guru, deals with complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to a delayed withdrawal, we will try to help you. 

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise when you received your last payment and how much is still held in your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

As I had told you, I have been trying to withdraw since January with many obstacles and it was not until last April 13 that I managed to withdraw $1,000 through Astropay. Since then, the same repetitive situations have returned, without achieving a new payment. I currently have a withdrawal in progress, awaiting payment, although with little hope that it will be carried out positively. There are currently 6,313 US dollars left in my account, it increased yesterday due to some winning bets.

Thank you very much, Simon29, 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.  

PS: I adjusted the disputed amount from $5,200 to $6,313.

Perfect!

Hello there,

Thank you Simon29 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LiveBet 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!

I thank you!

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.

ok

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" 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. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Antillephone 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter