SELECT.bet Casino - Player’s withdrawal has been delayed.

Hoje 18/09

Aconteceu um acidente em minha conta, fiz o deposito de 200 Euros, obtive 300 euros de ganhos, porém estava ativo um cupom e recebi um bônus de 60 Euros, e automaticamente entrei em uma campanha SBWINBIG150.

Fui fazer a retirada dos ganhos e não estava sendo possível e então acidentalmente eu cancelei a campanha para meu dinheiro normal voltar a minha carteira sem o bônus, e então todo meu dinheiro sumiu! Isso é justo?

Preciso de uma solução para isso, eu não precisei do bônus para obter os ganhos, e eu não sabia que estava dentro de uma campanha, e se eu soubesse de tudo isso eu não cancelaria para obter meus ganhos.

Se isso é a regra da Selectbet, peço desculpas e que me estornem meus 200 Euros novamente, pois erros acontecem, porém não é justo meu deposito ter sumido assim da minha carteira, eu joguei e venci os jogos, entrei em contato com o chat para suporte e o mesmo não pode me ajudar, isso é pra assunto maiores, então peço que entenda meu caso do acidente e que vocês possam me ajudar.

Agradeço.

Rômulo

Dear alkaedaluck,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear alkaedaluck,

Have you received your withdrawal from the casino yet?

Olá agradeço pela resposta, mas meu problema não é sobre o levantamento, e sim que meu crédito em conta totalmente sumiu após eu sair de uma campanha não utilizada, eles alegaram que eu fiz o cancelamento e com isso não tenho direito ao meu dinheiro.

Não faz sentido, mandei email fiz reclamação e a própria empresa lamenta que não consegue fazer nada sobre o caso, o problema foi meu em ter cancelado, sendo assim não tenho direito sobre meu dinheiro depositado e os ganhos também não.

Por causa de uma campanha.

Dear Kristina and alkaedaluck, 

The whole situation was explained in detail via email by our support team. In a course of 3 consecutive emails, we answered all of the players’ questions and explained why this issue occurred. 

To clear the situation for the Casino Guru representative – the player had an active campaign, which he cancelled and his winnings were lost. 

According to the Casino’s deposit bonus rules – once a bonus campaign is cancelled, all winnings made while the campaign was active and any remaining bonus balance disappear without the option to return it. 

Terms and Conditions (https://select.bet/en/terms-and-conditions): 

"8.9.1 In cases where the customer chooses to leave a bonus campaign or fails to complete any other withdrawal requirements, listed in the specific promotion, all bonus money and real money winnings will be forfeited." 

If the player still has a real balance and has not touched the bonus balance, when the campaign is cancelled, only the bonus will disappear. In this case alkaedaluck followed the bonus rules in the beginning of his play (he was using his real balance), however afterwards he started using his bonus balance – therefore once he cancelled the campaign, he lost everything. 

We do understand that this must be frustrating, but there is nothing that the Casino can do as even the player said "these are the rules". 

We hope this will clear up the situation. 

Best Regards, 

SELECT.bet Casino Team

Hello everyone,

Thank you SELECT.bet Casino Team for providing an explanation regarding this situation.

alkaedaluck, I am sorry, but if the bonus was canceled before it was fully played, there is not much more we could do here. I can only imagine how frustrating this must be for you, but at this point, the casino cannot return the bonus in order to complete the wagering requirements.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear alkaedaluck,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.