The player from Germany had been waiting for a payout of winnings since November 15, 2024, but had received no progress despite daily inquiries. Each correspondence had only referred the issue to the 'relevant department.' The Complaints Team had intervened by reaching out to the casino for clarification on the status of the player's withdrawal request. As a result, the player received their winnings, and the case was marked as resolved.
SELECT.bet Casino - Player experiences delayed withdrawal of winnings.
Amount: €5,000
SELECT.bet 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.
0.6
SELECT.bet Casino has a Safety Index of 0.6, 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
4 weeks ago
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello,
Since November 15, 2024, I have been waiting for my winnings to be paid out, but every time I contact them, they tell me it's the "relevant department."
For 13 days now, I have been writing to them every day, and nothing is happening.
Automatic translation:
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1 month ago
Dear Mo.hamid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
What types of games did you play: slots, live casino games, or did you make bets on sports only?
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,
Veronika
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1 month ago
Translation
Hello
I have not withdrawn yet this is the first time
about KYC they haven't asked me yet.
I collected my winnings without a bonus.
I played slot machine (Lucky Penny ).
Thank you
Automatic translation:
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1 month ago
Thank you very much, Mo.hamid, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Dear Mo.hamid,
I have reviewed your case, and I’m sorry to hear about the difficulties you are experiencing with the withdrawal process. I will do my best to assist you by reaching out to the casino. We will see what can be done once they respond.
Dear SELECT.bet Casino,
I would like to invite you to join this conversation to help resolve the player's complaint. Could you please provide more information regarding this case? Specifically, could you clarify the current status of the player's withdrawal request and inform us when they can expect it to be processed on your end?
I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.
Kind regards,
Natalia
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1 month ago
Translation
Hello Natalia
I received my money today, thank you for your help.
case can be considered solved or closed.
Thanks so much
Automatic translation:
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4 weeks ago
Dear Mo.hamid,
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,
Natalia
Casino.Guru
