The player from Sweden had won approximately 3,000 euros but encountered account locking when trying to withdraw the winnings. He was not receiving responses from customer service regarding the reason for the lock. After our intervention, the casino processed the payout, and the issue was resolved. The player confirmed receipt of the funds, allowing us to close the case.
ProntoBet Casino - Player’s withdrawal is delayed due to account locking.
Amount: 33,000 kr
ProntoBet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
I won approximately 3,000 euros, and when I requested a withdrawal, my account got locked.
Customer service is not responding to my inquiries about the reason why.
Automatic translation:
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2 months ago
Dear Stigarson,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please advise if you made any successful withdrawals from this casino before?
Have you passed the full KYC verification, or at least submitted your identity documents for verification?
Could you please specify if you accumulated your winnings with or without an active bonus?
What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
Hello!
I have made a successful withdrawal from the site on March 20, 2024.
I don't remember if I had to go through a KYC verification before the withdrawal was approved.
I have not used any bonus when collecting my winnings.
I mostly played casino, but also played some sports betting.
Automatic translation:
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2 months ago
Detta svar får har från kundservice:
"Due to management decisions your account has been closed. We can’t discuss what the triggers are or how the systems work, as doing so might compromise our systems. We're afraid this decision is final.
If you come up with any other questions, don't hesitate to contact us. We are happy to help!"
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2 months ago
Translation
Hello!
the casino has now paid out the money. You can close the case.
Automatic translation:
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2 months ago
Dear Stigarson,
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,
Veronika Lash
Casino.Guru
