The player from Italy's account is closed for 30 days after a closure request, which he retracted. He has made several deposits and withdrawals since then but currently has a pending withdrawal of €600.
Pribet Casino - Player's account is closed and withdrawal is delayed.
Amount: €450
Pribet Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
On 09/10, the casino proceeded to close my account for 30 days following a closure request I made on 08/22, which I later retracted. In the following days, I regularly made deposits and withdrawals. Now I have a pending withdrawal of €600...
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1 month ago
Dear balducci,
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.
- Is it correct that you managed to request the withdrawal before the casino closed your account?
- Did you accumulate your winnings with or without an active bonus?
- Could you please confirm that you have passed the KYC verification?
- Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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1 month ago
Translation
Dear Dominka, I have also managed to withdraw in the past. In the meantime the casino has reopened my account after my insistent requests. But after 24 hours, despite having accepted the terms and conditions, which include a commission of up to 8% on the withdrawal, this morning I find it failed. I attach Screenshot!
Is it correct to say that you were able to request a withdrawal before the casino closed your account? YES
Did you accumulate your winnings with or without an active bonus? NO
Could you confirm that you have passed the KYC verification? YES
Now they are withholding my money for no reason.
Please help me..
Edited
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1 month ago
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I add that the day after the withdrawal was cancelled by Pribet, I made some bets and now requested a new withdrawal amounting to €800.00.
As I said I went through the whole verification process, played and withdrew 2 times. These delays or excuses are really in bad taste.
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1 month ago
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Update - In chat, when I ask for information, the casino tells me that my new withdrawal request will also fail. Therefore, it suggests that I withdraw with Fast Bank Transfer, admitting its problems in managing the withdrawal with Crypto (note that I have already withdrawn with crypto twice).
Of course I have all the chat transcripts with their support. I hope this isn't another waste of time.
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1 month ago
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Dear Casino Guru after 1000 emails and a lot of effort I received my funds. I ask the casino to delete my account and all my personal information but they do not listen to me. Could you mediate?
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1 month ago
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No, they don't take emails into consideration and in chat they just tell me to send emails. They also continue to send advertising messages.
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1 month ago
Thank you very much, balducci, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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1 month ago
Dear balducci,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pribet Casino representative to join this conversation.
Dear Pribet Casino,
Could you please clarify, why the player's account hasn't been closed yet?
Thank you in advance,
Mirka
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1 month ago
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Hi Marika, the casino should first pay me the €450 withdrawal and then close. Please don't let them not pay me my winnings. Thanks!
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1 month ago
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Today I checked my withdrawal which was approved but I did not receive any transfer to my account (usually they are instant). After a few hours I find my account closed due to self-exclusion. Did the casino steal my winnings?
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1 month ago
Dear Mirka,
The player submitted a request for self-exclusion on September 25, 2024, and their account was closed on September 30, 2024, after their last withdrawal was processed. The player has been notified regarding the status of their account and the completion of their withdrawal.
Kind regards,
Pribet Casino
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4 weeks ago
Dear balducci,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Mirka
Casino.Guru
