Xbet Casino - Player’s withdrawal has been delayed.

Hello I have an account at xbet.ag. I deposited 100 usd, played without a bonus and won.

On September 20 I emailed my documents and got verified by email on September 30.

After that I tried to request a withdrawal but they asked for sms for withdrawals. But then the sms did not work so I emailed them on October 8 about it.

I did not get a reply from them for a long time until on October 27 saying : 

"Thank you for contacting XBet Support Center. We’ve created ticket #1184753 to handle your request." and that is their only reply since. 

On October 18, I also asked live chat for withdrawal but they said to email payouts@mybookie.cr, so I did but I did not get reply. 

Then on October 22, Live chat told me to email payments@xbet.ag but I did not get reply. 

On October 26 live chat said they did not receive ant emails from me.

And told me to send the request by email again. I emailed but but I did not get reply. 

I don't know what to do anymore. Please help me.

Dear Gun,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing SMS code for a withdrawal seems to be the only obstacle standing between you and your winnings? Could you please advise if your phone number has been successfully verified in the past?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, they said that the SMS would not work for me because I am not in USA. I am in Sweden. Yes my phone number should work perfectly fine and I used it many other times with out casinos.

They said to manually request the withdrawal by email since the SMS was not working. I did that and they do not respond to my emails after many times and do not pay. I do not think you can say the SMS is the problem. They are just not responding and not paying even though I follow their instructions.

Thank you very much, Gun, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Gun,

I looked at your complaint and will do my best to help you. I would like to invite Xbet Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Xbet 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Gun,

We have been informed by casino that you have received your funds and you are still an active player. Could you please confirm it? Thank you very much in advance.

Dear Gun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.