The player from Austria is claiming that his requested withdrawal disappeared after logging out from the account. We ended up closing the complaint as ‘unresolved’ because the casino failed to provide relevant evidence.
SELECT.bet Casino - Player’s withdrawal has been voided and funds disappeared.
Black points: 6,607
Amount: €14,000
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.
0.8
SELECT.bet Casino has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hello, I requested a withdrawal of 14,000 euros from this casino on October 4th, 2020. A few days later it said that this application had been canceled. I wrote in the live chat with a member of staff who told me that it was being processed at the moment and that they would contact me via email soon. Today on October 12th I wrote to an employee again who said I should have canceled the money and gambled it away ...
Automatic translation:
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4 years ago
Dear Dennis,
Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Please could you confirm that you haven’t provided access to your account to any 3rd party? Do you have any screenshots showing €14,000 in your balance or, ideally, game history which you could forward to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Additional comments from the player:
"Hello,
Thank you for handling my complaint.
Yes, I can confirm that I have not forwarded my pw to anyone.
I also took screenshots. On October 5th At about 10:31 a.m. the status was still pending. In the evening at 10:02 p.m. this was canceled. A list of the game history is unfortunately not provided by this casino ...
I have also added the chat history. It may be of some help. I had the chat with Mr. Addy.m on October 5th. Run at 10:06 p.m. and this has confirmed to me that your payout team is currently checking the payout. The gentleman. Aiden.m wrote to me on October 12th that I canceled the money myself and gambled it away. And in the last course at 10:01 p.m. I should have gambled away the 14,000 euros. "
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Thank you very much, Dennis, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hi Dennis,
I looked at your case and emails and understand your situation. I will contact the casino and see what can be done.
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4 years ago
We would like to ask the SELECT.bet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Dear Dennis and CasinoGuru representatives,
Thank you for your patience.
We would like to share the following statement as per our Management Staff.
The initial withdrawal request from customer's side was made on 04/10/20 15:03:23.
Afterwards, on the same side player's decided to cancel the witdrawal at 05/10/20 19:08:20 (GMT/UTC)
The outstanding balance of 14,000 € was played on the following casino titles in SELECT.Bet:
- Game of Gladiators
- Book of Ra Deluxe 6
- 4 Horseman 2
- Lucky Oktoberfest
Gaming history can be provided in a separate conversation with the forum's administrators.
Kind Regards,
SELECT Bet Casino Team
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4 years ago
Hi Dennis,
I'm discussing the issue with a casino rep by Skype. I will keep you updated.
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4 years ago
Translation
Hi yes, I checked. Here I should have gambled away the money on October 5th, 2020 around 7:00 p.m. But that cannot be because I did further training during this period.
So it is obvious that an employee of this casino has logged in and gambled away the money. I don't give my passwords to anyone, I also use different ones everywhere. Nobody knew about the win.
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4 years ago
Hi Dennis,
I'm afraid I won't be able to help you. The casino insists that you played away your funds. However, they can't provide any evidence. The only thing I can do is to mark the complaint "unresolved" and recommend you to read the casino's review before you register and play to avoid this kind of situations. As a last resort, you can submit a complaint with the Curacao Gaming Authority (certria@gaminglicences.com). It's not the best license out there, but they might be able to help. Please let me know how/if the gaming authority responded (my email address: peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
