HomeComplaintsReal Bet Casino - Player's withdrawal requests are denied.

Real Bet Casino - Player's withdrawal requests are denied.

Black points: 50

Amount: 400 R$

Real Bet Casino
Safety Index:Below average
Submitted: 05 Mar 2024 | Unresolved : 09 May 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

6 months ago

The player from Brazil had been attempting to withdraw her funds since the 3rd of March, but her transactions were continually rejected. We had reached out to the player for more information and had extended the complaint's timer by 7 days. Despite our efforts, the player did not reply to our inquiries. We had reopened the complaint at the player's request but were unable to settle the issue due to the casino's lack of cooperation. Despite our attempts to reach out to the casino, we got no response. Consequently, we had marked the complaint as 'unresolved', which could have negatively impacted the casino's rating. We had recommended the player to reach out to the Gaming Curacao Authority for further help.

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8 months ago
Translation

My withdrawal has been pending and being denied since Sunday

Automatic translation:
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8 months ago

Dear Juhsanttana,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise if your account has been fully verified?
  • Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
  • Is your casino account accessible to you?

Looking forward to hearing from you.

Best regards,

Tomas

Edited by a Casino Guru admin
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8 months ago

Dear Juhsanttana,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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7 months ago

We’ve reopened this complaint at the request of Juhsanttana. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Boa noite eu não consegui fazer o saque ainda ja te mais de 1 mes e fica como pendente
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7 months ago

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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7 months ago
Translation

Good afternoon, the support option no longer appears, what do I do? file

Automatic translation:
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7 months ago

I can see that the complain is regarding a different website other than you indicated. Please allow us some time so we add the casino to our database before we investigate the issue further.

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7 months ago

Thank you very much, Juhsanttana, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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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7 months ago

Hello Juhsanttana,


This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite Real Bet Casino representative to join this conversation and participate in the resolution of this complaint.


Kind regards,

Dominika

Casino.Guru

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6 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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6 months ago

I have tried to contact the casino repeatedly but had no success. 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 Gaming Curacao Authority (https://www.gaming-curacao.com/) 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 (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.


Best regards,

Dominika

Casino.Guru

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