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

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

Black points: 97

Amount: €329

LiveBet Casino
Safety Index:Very low
Submitted: 16 May 2023 | Unresolved : 07 Aug 2023
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 year ago

The player from Colombia has been attempting to withdraw their 329 EUR for several weeks but hasn't received a response. They only wanted to withdraw a portion (110 EUR), but their withdrawal requests have been canceled without explanation. The player is frustrated as they are unable to communicate with the relevant department. After contacting casino and their affiliates we still weren't able to get a response.

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1 year ago
Translation

I've been trying to withdraw my money for weeks, I still haven't received an answer, it's 329 eur, they only say that the department in charge will give them an answer why I can't withdraw my money, I'm tired of withdrawing everything, I only wanted to withdraw a part (110eu), and still They have already canceled it and I have tried several times and they only tell me that the area in charge has not given them an answer, neither now nor have they ever given an answer, that I have to wait for an answer, they do not give me contact to communicate with that area in charge

I have more files, but it won't let me send more

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1 year ago

Dear juan123321,

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 understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? How long ago you requested your withdrawal?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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1 year ago
Translation

"Could you let me know if your account has been fully verified?"

If it is

"Have they told you why you can't withdraw your winnings?"

No, as I was telling you, they told me that the department in charge hasn't given them a reason yet, so in all conversations

"How long ago did you request your withdrawal?"

I asked for the last withdrawal yesterday for a value of 110 euros, and it was rejected


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1 year ago
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1 year ago
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1 year ago

Thank you for sharing all the required details, juan123321. Your complaint will be forwarded to my colleague Peter (peter.c@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

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1 year ago

Hello there,

Thank you juan123321 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!

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1 year ago
Translation

Still no answer?

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1 year ago

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.

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1 year ago

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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.

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

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