The player's withdrawal has been delayed for over a week. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
XplayBet Casino - The player's withdrawal has been delayed.
Black points: 411
Amount: €640
XplayBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
On August 29th, 2021 I deposited 100 euros at www.xplaybet.com via instant transfer (Pradexx) and received a 100% sports betting bonus. After I fulfilled the wagering requirements for the bonus and unlocked it, there was a total of 640 euros of withdrawable credit in my account. I paid this out on 08/30/2021 or submitted the application for it.
On August 30th, 2021 I received the request by email to submit various documents to verify my account. I did this on the same day. Since then there has been almost no answer. Only after several inquiries such as the status of my payout / verification did I receive the information on September 7th, 2021 that my account was successfully verified and that you will get in touch with the payment in a timely manner. It was all 7 days ago and there was no response to several inquiries.
So I have currently neither received the money, nor does the provider respond to inquiries by email. The provider does not have a live chat or it is permanently offline.
Automatic translation:
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2 years ago
Hello Lennart,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with XplayBet Casino. Before we would try to contact the casino, please note that withdrawals may take up to 2 weeks, in some cases even more to be processed or to arrive on your bank account. It is really individual for every casino as it depends on their country of residence and the country of residence of the player aswell. I would really recommend you to wait at least 1 more week for the withdrawal to arrive.
Regards,
Nick
Casino.guru
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2 years ago
Thank you very much Lennart for providing additional information. I'll now forward my case to my collegue Peter who will be assisting you from now on.
Wish you best luck.
Regards,
Nick
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2 years ago
Hi Lennart,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite XplayBet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Thank you very much Peter & Nick. I hope the casino will take place at this conversation.
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2 years ago
We would like to ask XplayBet 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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2 years ago
Hi Lennart,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
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