The player from Portugal had had a pending withdrawal of €1500 via Skrill/MoneyBookers since January 14th. Despite having his account validated and receiving assurance from an agent, the withdrawal had not been processed. He had not received any response to his emails. After his complaint, the player confirmed that he had received the transfer of €1500. The issue had been resolved successfully and we had marked the complaint as 'resolved' in our system.
ReloadBet Casino - Player’s successful withdrawal is delayed.
Amount: €1,500
ReloadBet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.2
ReloadBet Casino has a Safety Index of 2.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Goodnight.
My name is Rui and I currently have a withdrawal of €1500 pending in my account.
The withdrawal was carried out on January 14th at 4:55 pm via Skrill/MoneyBookers.
This is a digital wallet. (24 hours maximum processing)
On January 15th at 11:43 am, I received an email from Reloadbet.com indicating that the validation of my account had been carried out successfully after sending the front/back of my citizen card and confirmation of the identity of the my Skrill account, I was then informed that the withdrawal would be processed within 24 hours.
I decided to wait but that didn't happen.
I sent an email to which I received no response.
I got in touch via live chat, spoke to agent Nuno who informed me that the withdrawal would be processed by the end of the day and that after that the amount would be available immediately.
Once again I decided to wait. In vain.
Thank you for this matter being looked into.
However, an email was sent again informing of the dissatisfaction and demanding the outstanding amount of €1500.
Information was provided that the competent bodies and the supposed curacao license it holds will be informed about the type of service provided by this institution and an investigation and formal complaint will be opened.
I attach evidence of the above and would like to thank you and Reloadbet.com for your support in order to resolve this situation in the most peaceful way possible. If this is not possible, the necessary means will be activated to make this happen.
Compliments,
Rui G*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
10 months ago
Hello rgouveiaog,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ReloadBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you register into the casino and if it's your first withdrawal ever? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request as nothing can be done if it's less.
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hi Nick,
Could you please advise when you registered at the casino and if it is your first withdrawal?
• The registration was made a week ago and it is my first withdrawal (which does not invalidate the terrible service, lack of response and the mention of unreliable deadlines as my account is already validated)
Did you accumulate your winnings with real money or use a bonus?
• Real money, never used a bonus
When was the last time you spoke to the casino and what was it about?
• Every day, including today, I got in touch via live chat and the answer was the same (wait, it will be processed very soon) and the agent's name was the same (it seems there are only 2 people working), chat on 8 languages, you can open in English, French, Russian, etc., the agent will always be the same and the only language that is actually spoken is Portuguese.
An email was also sent so that we could resolve this situation before escalating it to CIL Curaçao Interactive Licensing NV and the Curaçao Gaming Control Board.
If there is good faith on the part of the company, I will be happy to cooperate and find a solution, if the same does not happen, I will proceed with the complaint and expose this situation.
Compliments,
Rui G*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
10 months ago
Translation
Good morning,
I would like to inform you that I received the transfer of €1500.
So you can consider this complaint as resolved.
I would like to thank them for the service provided in my case and an apology to the company Reloadbet, as I have just gained a little more trust in them, it doesn't take away the fact that customer support practices leave a lot to be desired but at least they fulfilled the their duty, something that, quite honestly, due to the Casino's reputation on this and other platforms, I doubted would happen.
Compliments,
Rui G****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
10 months ago
Dear rgouveiaog,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
