The player from Italy had made a PayPal withdrawal request on October 27th, which was processed the next day, but had not been credited as promised. On October 30th, the funds were returned to the player's balance without any explanation from customer support, prompting a new withdrawal request. Following further communication, the player confirmed that the casino attributed the issue to a PayPal service failure, which he disputed. Ultimately, the issue was resolved as the player received his funds in his checking account.
OpenBet Casino - Player's withdrawal has been delayed.
Amount: €600
OpenBet Casino
Safety Index:Below averageSafety Index
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6.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
I made a withdrawal request with PayPal on October 27th, which was processed on October 28th. It is specified that the credit time depends on the chosen method of fulfillment, and with PayPal, it should be immediate. On October 30th, I still hadn't received any credit, so I asked for an explanation from customer support via message (the only way to contact them). Today, October 31st, the amount I was supposed to withdraw and had been authorized is back in the balance, and I haven’t received any response. I have made a new request.
Automatic translation:
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1 month ago
Hello nicolacarone,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with OpenBet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hi Nick, thanks for your input.
- My account has been verified since the end of July 2024, when I signed up
- I have played only and exclusively with real money
- The casino wrote to me on 10/31 this is what they wrote
"Paypal has had a service failure for several days, which made it impossible to make the payment.
We have cancelled your withdrawal request.
The amount is available again in your game account.
We apologize for this slowdown and disruption not caused by OpenBet"
Obviously this is not true, PayPal did not have any problems, as I myself used it to send and receive other payments in those days.
I made a new withdrawal request on 10/31, waiting to be processed
Automatic translation:
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1 month ago
Hello Nicolacarone,
If the funds were returned to your account correctly, there’s no need for concern at this time. Payment processing issues like this can occasionally occur.
As previously advised, please allow up to 14 days for the withdrawal to be processed. In the meantime, do let us know if the funds arrive or if any new issues arise.
I look forward to your update.
Best regards,
Nick
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1 month ago
Translation
I received my money in my checking account. Problem solved. Thank you
Automatic translation:
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1 month ago
Dear nicolacarone,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
