The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The player had claimed to have a gambling addiction and mentioned a self-exclusion via OASIS, which was not recognized by the casino due to its lack of a German license. The player had also raised concerns about withdrawal approval and subsequent cancellation, leading to her playing with real money under the assumption it was demo games. However, she had failed to provide the requested transaction history and did not respond to further inquiries. Consequently, we were unable to investigate further and had to reject the complaint.
ProntoBet Casino - Player claims that payment has been delayed.
Amount: €2,503
ProntoBet Casino
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7.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
User ID 250223
I had earned 2800 Euros using a bonus. Initially, I wanted to withdraw all of it, but this wasn't possible due to a 2500€ limit. Alright! I had all my papers ready and they were approved. I initiated a withdrawal and asked customer service to make sure everything was alright. All was well! But every time, the withdrawal was cancelled for some reason. Now, I have developed a gambling addiction (losing control, as happened, with everything now gone) which I had informed the customer service about via chat. At the end, they suggested that I either share my win or contact customer service through email. Despite contacting them many times, nothing has been done.! I haven't come across a casino like this before!!! Stay away
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1 year ago
Dear Elvan123,
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
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1 year ago
Translation
The problem is that I told you in the live chat that I am addicted to gambling 5 times I requested a withdrawal. Last time it said this was successful! I then continued playing demo games with certainty and at the end I asked again when I could count on the money (since successful confirmation)! They then said it had been cancelled! This is customer deception. There is no response at all to email messages, they even claim that my account does not exist even though I provide my account ID. The pictures are proof
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1 year ago
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But since it was canceled without my knowledge, I apparently played with my real money, which is now all gone. This is cheating at its finest
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1 year ago
Dear Elvan123,
do I understand correctly that you gambled away your entire balance?
Have you informed the casino about your gambling addiction? Have you requested to be self-excluded because of the gaming problem?
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1 year ago
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I actually already have a self-exclusion according to OASIS, but I was still able to log in, I informed you via live chat. As you can see, every email is blocked. What I don't understand is how can my withdrawal have been successfully confirmed. When I first asked everything was fine. It just takes 2-3 working days which I understand. The second time it was canceled. It's funny, and I apparently didn't play demos but with my real money. Ignorant!
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1 year ago
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I received this too. What I've just seen now. Should I laugh about it now? Should I send a screenshot of the bank transfer with the money that I didn't receive?
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1 year ago
ProntoBet Casino does not operate with a German license, so they do not possess the information about players registered in OASIS. If you wish to be self-excluded from this casino due to gambling addiction, you should follow the steps stated in their Terms and Conditions.
Could you also specify how much money is in your account right now that is pending for withdrawal?
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1 year ago
Translation
I played with the certainty that my money would be paid out successfully. So demos. Asked in the chat beforehand, everything was great! Confirmation of successful withdrawal received. But then in the end I realized it was my money and not demos, so I currently have zero.
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1 year ago
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But you just said it doesn't have a German license. So can I get the money I put in back or is this also a waste?
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1 year ago
I'm sorry but if you gambled away your balance, there is nothing we can do to help you.
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1 year ago
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I don't understand if you don't understand, it said my withdrawal was approved. So my balance was not visible on the platform
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1 year ago
Could you please send me the screenshots of the approved withdrawal request in your account as well as the balance shown on the platform? Thank you.
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1 year ago
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You see, if it had failed, you would see that it says failed, but mine says successful 
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