Pribet Casino - Player claims that payment has been delayed.

Hey there,

I won over 50.000€ at pribet casino,

with no bonus active, I’m not a player from USA, I wagered my deposit more than 10x, I sent every document I was asked and in the live chat they told me my account is already verified.

my first withdrawal of 5.000€ is still pending since 5 days now, I feel like they purposely delaying the withdrawal… also i never get responses via mail (wrote support 3 times). I also would like to transfer the whole win to my account (not only 5.000)

What can I do? 

thank you

Dear Provocabella,

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

Thank you, also besides the pending withdrawal they refused to give me my player ID for no reason in the live chat, and they won’t answer my emails. As far as I know you need your ID to file a official complaint.

kind regard

Dear Provocabella,

Have you received your withdrawal from the casino yet?

Hello, I have received the first withdrawal (5.000€), so right now I’m waiting for the next one.

kind regards

Do you have only one pending withdrawal? Could you please post a screenshot of your withdrawal history here in this thread?

Hey there, 2 withdrawals where already made for the 3rd i received an email saying I would have to bring a notarized proof of identification. How can that be the case if I already received two withdrawals!? That does not make any sense. Thank you for your help

Pribet casino stole my winnings and claiming I gambled everything away (43.000€) in a time frame of two hours.

after all the documents I sent them, I got an email yesterday that my verification is secured and i can finally withdraw without issues. Today I woke up and my balance was at 0,93€.

i was shocked and wrote the live support. They told me that apparently it seems I gambled everything away 2 hours after I received the mail. As I looked at my gambling history there was not a single bet. I sent the screenshots in the live chat and they said I have to reach out to the support.

shortly after that suddenly a betting history appeared, but i wasn’t even logged in in that timeframe. I did not gamble 40.000€ away in two hours that is ridiculous and simply a lie!

wtf is wrong with this casino

Hello Provocabella,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Here you can find the screenshots of my betting history, in the first one you can see there are no bets on the 6th of July where I could have possibly lost 42k but the account balance is already at 0,93 (there are the bets leading to a loss of 1535.- which also definitely wasnt me) but after I wrote the support what’s going on, the betting history that you can see on the second screenshot suddenly appeared.

It’s also extremely weird that my balance went from 43.724,88 to 0,93 and suddenly to 5,43. I didn’t play and I didn’t deposit any money.

also I analyzed every single bet from the 2470 bets, that they claim, led to the loss of my balance and it doesn’t even match up.

what they are doing is a crazy level of scamming.

Could you please forward me your full game history together with any other evidence? My email address is kristina.s@casino.guru. Thank you in advance.

I did that and here I attach screenshots from the latest conversation with them.

Thank you very much, Provocabella, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello Provocabella,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello Matej,

Keep in mind that each withdrawal request is being manually reviewed, and a proper KYC check must be completed prior that. This is in regards to the so-called delayed withdrawal, mentioned at the beginning of this thread. 

In regards to player's betting activity, as soon as they have contacted our live chat support with suspicion of bets not made by them, our security department initialized an investigation of the situation.

Once the investigation was conducted, the player was informed that no suspicious activity was found in the records - neither the login activity, nor the gaming activity showed indications to be compromised. Thus, the bets appeared to be placed by the player. 

You see, with an increase of the balance, Provocabella tended to increase their stakes as well, chasing even bigger winnings. However, at the time the balance was reduced, understandable the player was frustrated, and seems to be utilizing a plan to recover the losses by reporting it as a compromised activity. 

Since no compromised activity was found, we would also like to emphasize that it's clearly stated in our Terms and Conditions that every customer is the sole person responsible for keeping their passwords or online accesses private and safe, and that all actions required to secure them should be taken by themselves. 

If any other information is required, feel free to let us know.

Best regards,

PriBet Casino Team

Sorry but that’s complete BS!

First of all if no suspicious activity was found than it shouldn’t be a problem to provide the IP address you claimed was played from and which device was logged in at that time. (And just a small Tip, if you photoshop it there are ways to find out)

Second, why should I have waited 5 weeks without playing just to play with the whole sum in 2 hours after providing a notarized proof of identification which I payed for one day prior.

And third, please explain than why the number of bets changed with the same amount of money lost and the balance of my account changed without making any bets. (I have Screenshots where the amount of bets changed while the loss of money stayed the same), and why did the betting history only appeared after I wrote support. You see I analyzed every single over the 2000 bets you claim I made, and in some cases there where even over 60 spins in under one minute, which is not possible to do manually.

to be frank, if I really would have lost the money I wouldn’t be so stupid to think to get anything back from you. also I was sure that I won’t get it back even though you commit fraud. The only thing I want is, that other players stay far away from this scheme.

Dear Pribet Casino representative,

Could you please confirm if the player used the same IP address as during their previous login and if the device matches?

Additionally, could you send us Provocabella's game log at matej@casino.guru?

Also why can’t they explain, why the bets suddenly changed in the gaming history with the same amount of money lost?

When they provide the game log can you let me know, because if they are faking it I can proof, that I wasn’t logged in with whatever device they claim I was.

i want to add, that I contacted the curaçao gaming authority and apparently they are lying about their license on their website too. They are not licensed at all.

why is this site not on a blacklist, I don’t understand

Hi Matej,

To support our words and actions, the requested information was forwarded to you and your team.

Regards,

PriBet Casino Team

Hello Provocabella,

After reviewing the files provided by the casino, we believe that it was you who was playing. The game patterns, IP address, and all digital fingerprints match those previously recorded. I regret to inform you that we must side with the casino in this matter.

Ok I understand, can the casino at least delete my account and data on their website?

The casino can delete your account, but it must retain certain records as required by law. I recommend contacting casino support or closing your account directly.

I am now closing this complaint as rejected.

You can still reach out to the regulator about this case, but the casino's evidence is very strong:

https://casino.guru/licensing-authorities/curacao-license

You can reopen this complaint anytime (if there is some update)