The player from Germany had requested two withdrawals of €2500 each on January 4, 2024. Despite having successfully verified his identity and having received confirmation of successful withdrawals, the money had not arrived in his bank account. We had advised the player to wait at least 14 days after requesting the withdrawals before submitting a complaint. However, after 14 days and numerous unsuccessful contacts with the casino's customer support, the player had still not received his winnings. The casino had claimed that the payments were completed, and requested a bank statement from the player. We had asked the player for the correspondence from the casino and a screenshot of his transaction history, but the player had failed to respond. As a result, we were unable to investigate further and had to reject this complaint.
ProntoBet Casino - Player's confirmed withdrawals are delayed.
Amount: €5,000
ProntoBet Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
I requested two withdrawals each amounting to €2500 on January 4, 2024. Afterward, I was asked to verify my identity. I complied with every step of this process, by taking pictures and sending in my driver's license, a utility bill, and a bank statement. I retained a confirmation of a successful verification. I also have two confirmations via email of successful withdrawal approvals. Repeated attempts to reach out to the support team have been unsuccessful so far, as the money has not yet arrived in my bank account and I have not been given any concrete information on where the money is. In my betting account, under the subheading "Transactions," both withdrawals from January 4, 2024, are shown as "successful".
Dear Peet2361,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Hello Tomas,
Thank you very much for your quick reply. I have now received a rather unpleasant update. I have now contacted Prontobet customer support again as no withdrawal has yet been received in my bank account. They now claim that both amounts of €2500 each were carried out and completed by you on January 5th, 2024. Now I am required to provide a PDF document from my bank disclosing all transactions from January 4th to today. I've already called my bank because unfortunately I don't have such a document online. I always receive the account statements automatically at the end of the month.
Unfortunately, I still haven't found a solution to this case. It's been 14 days now. Countless contacts via customer support did not produce a solution. I was often asked for verifying documents that the provider had already had for a long time and for which I of course also had verification confirmation. According to the provider, payments have been completed on your side since January 5th, 2024. To this day I still have not received any money in my bank account, and contacting my bank has also been unsuccessful.
I have now requested a list of all profits/losses from the provider and handed the matter over to my lawyer. This will take care of the missing payouts as well as check whether this provider even has a German license for online casinos.
However, you are welcome to let me know if you have achieved more with your contact attempts
Thanks for the update.
Please send me the correspondence from the casino informing you they already processed your withdrawal request and a screenshot from your transaction history in your casino account.
You can share screenshots here or send this information to my email at tomas@casino.guru
Dear Peet2361,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello Tomas,
I have already sent you all correspondence by email.
Has the casino requested a bank statement from the relevant period showing you haven't received the withdrawals in question in order to investigate the transaction?
Would you be able to supply the bank statements if requested?
