The player from Germany had difficulty withdrawing winnings amounting to 14000 euros from a casino. Despite having a fully verified account and being told by support that it would take a few working days to process a withdrawal, nothing had happened after 14 days and repeated attempts to expedite the process. The player hadn't been able to make a withdrawal and his account wasn't blocked. The casino had been unresponsive to the player's complaints and to our attempts to mediate the situation. We had marked the complaint as 'unresolved' and recommended that the player contact the Kahnawake Gaming Commission for further assistance.
ProntoBet Casino - Player’s withdrawal of 14,000 euros has been delayed.
Black points: 1999
Amount: €14,000
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.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
7 months ago
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9 months ago
Translation
Hello dear team,
I would like to file an official complaint.
I had requested large winnings from the above-mentioned casino a few weeks ago. However, I ended up playing these winnings back since the casino kept me waiting for weeks with some sort of stalling techniques.
Now, I have several pending withdrawals amounting to 14000 euros. My account has been fully verified. The support team always says, it takes a few working days for the relevant team to process everything. Once the withdrawal has been approved, it will take another up to 5 working days.
It's been 14 days now and nothing has happened. I have sent multiple emails to the support team, pleading with them to hasten this process due to my large deposits. In response, I was told: we have no influence over the payments. The team processes applications upon receipt.
This really cannot be their priority. I have tried everything, but the casino simply keeps one waiting so long until the player gambles all their winnings back.
I want to receive my winnings and then leave the casino as soon as possible…
Please help me dear Gurus
Automatic translation:
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9 months ago
Dear Robin1989,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ProntoBet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you been able to withdraw successfully from the casino in the past?
- Which payment method have you opted for when requesting withdrawals?
- When was the last time you were in contact with casino support, and what response have you received?
- Do I understand correctly your account has been blocked?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hello Tomas,
many thanks for your response.
I will answer your questions as follows:
- No, I haven't been able to make a withdrawal yet. The casino has been putting me off for several weeks.
- I opted for the payout
Bank transfer decided
- The last time I had contact with the casino was on February 5th, 2024... there I asked for expedited processing with the following response: "Our payment team tries to process withdrawal requests within 1-3 business days after reviewing the requested documents. Unfortunately we cannot speed up the process as this depends on our payment department.
If you have any questions about this or anything else, please let us know. We're happy to help!
Best regards,
Romuald
Prontobet German-speaking support
- my account is NOT blocked and I am fully verified
Best regards
Robin
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8 months ago
Thank you very much, Robin1989, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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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8 months ago
Hello Robin1989,
I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know I have found this in the casino's payment policy
Although I understand that you want to receive your withdrawals as soon as possible, there might be some factors that can have an impact on the processing times, and it is not always in the casino's hands. However, I will contact the casino to shed more light on this.
We would like to invite ProntoBet Casino to join the conversation.
Dear ProntoBet Casino,
Can you please provide information regarding the delay in processing the player's withdrawal, considering that the standard 1–3 business days timeframe has elapsed?
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Dear Robin1989,
I haven't received any response from ProntoBet Casino. Have you, by any chance, received the funds in the meantime?
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8 months ago
Dear Robin1989,
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.
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8 months ago
Translation
Hello Michal,
Please excuse the late reply.
My winnings have not yet been paid out. Instead, just excuses keep coming.
I also requested current GDPR information more than 5 weeks ago. No feedback here either.
I think I stumbled upon a dubious casino here. Or how do you see that?
Many thanks and kind regards
Robin
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8 months ago
Dear Robin1989,
I'm sorry to hear that. Unfortunately, I have been informed that the casino is not interested in solving player complaints with us. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission via complaints@gamingcommission.ca and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino.Guru
