The player from Mexico had requested a withdrawal less than two weeks prior to submitting the complaint. Their money had not been received yet. Despite the player having completed the KYC verification and provided the necessary documents, they had not received their withdrawal. The player also reported a negative experience with customer service. We attempted to follow up on the player's issue, but due to their lack of response, we were unable to investigate further. As a result, the complaint was rejected.
Sportiumbet Casino - Player believes that their withdrawal has been delayed.
Amount: Mex$4,500
Sportiumbet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Hello, to begin with, my account has been verified for a while now, but recently they requested a certificate from me - I'm not sure why. I'm the only one who makes deposits with Oxxo Pay or with my card, yet now they are refusing to pay me. This is very poor customer service, it's simply dreadful.
Automatic translation:
Public
Public
6 months ago
Dear rberumen236,
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
Public
Public
6 months ago
Translation
Hello, the KYC has already been verified, I have been playing at the casino for 6 months without any problem but suddenly they asked me for a certificate, I sent it to them, the customer service people are very rude, I want my withdrawal, I have proof of everything.
Automatic translation:
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