The player from Germany complains about delayed withdrawal and casino support. We reopened the complaint, reached out to the player, and requested the Authority's decision on the matter. Unfortunately, the player stopped responding.
SELECT.bet Casino - Player is dissatisfied with the withdrawal process.
Amount: €10,000
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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4 years ago
Translation
Hello,
I won € 10,000 at select.bet and haven't received it yet. Documents that I submitted were constantly being requested and now I don't get any more answers and I was excluded or blocked from the live chat. When asked by email what happens to my payment, it remains unanswered.
How will i get my money or not?
Kind regards
Jalil
Automatic translation:
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4 years ago
Dear Jalil,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Please could you clarify if you have placed any successful withdrawals in the past? Did you complete KYC (verification) process, or is the unfinished verification the only thing holding you back from withdrawing your winnings?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Translation
Hello,
This is the first time I've won something at select.bet. The first attempt to transfer the 10,000 € to my account was rejected. According to the support, only € 5,000 per week are allowed to withdraw. So I tried to transfer it again with 5,000 € after a day it was also rejected and again I turned to support and they told me that documents were still missing. I then sent the missing documents to support. Then it was said again that I should send a selfie of myself and my ID card that was also done by me. Shortly afterwards an email came from select.bet that another document electricity, water is needed, which I then also sent. After that nothing more happened and I was excluded or blocked from the live chat at select.bet. There is no response to my emails.
What's all this about? I want to have my winnings paid out!
The thing has been going on since last Tuesday.
Kind regards
Jalil
Edited
Automatic translation:
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4 years ago
Hello Jalil,
I truly apologize for my late reply. I went through all your emails. The casino claims you played all your winnings. But you believe, that this isn't the case and you didn't play your winnings. Is that correct, please?
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4 years ago
Jalil, thank you for your emails, since you've contacted Curaçao eGaming License (which has higher authority then we are) I will now close this case with status "waiting for regulator decision."
Please let us know when you will receive the official decision from Curaçao eGaming, and we will update the case accordingly. My email address is kristina.s@casino.guru.
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1 year ago
Dear Jalil,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at kristina.s@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Dear Jalil,
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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1 year ago
Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."
The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.
