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Dear gebalakrystian69,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

this win was not from the bonus but from normal funds, I got a confirmation from them which I think is fake that the money was sent on July 18, it is August 18, unfortunately I do not have access to the bank account it was blocked two days ago, so I asked for a refund to the player's account or a new account, it is impossible that a month has passed and the transfer has not arrived. They have not replied to emails for 3 days, I have not received any money..

I have been receiving a message from the casino for 2 weeks that they are working on solving my problem, I am losing patience, I sent them a new account to send money to and they keep saying that their team is working on solving the problem, I asked for a refund to the player's account or a transfer to another bank account... drama, on July 18 the money was supposedly sent, the account to which the money was supposed to be sent no longer works, the document confirming the payment looks like it was fake

Thank you very much, gebalakrystian69, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, gebalakrystian69,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear iBet.com Casino team,

Could you please look into the player's issue and provide us with the results of your investigation? What is the current status of his withdrawal? What is happening there?

If it has not been completely processed yet, could the casino send the funds to an alternative payment method? If so, what needs to be done on the user's side for the casino to process it like that?

We would like to ask the 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’ which may negatively affect its rating.

Dear gebalakrystian69,

I was in contact with the casino, and I can see that there was progress in the meantime, but you have not let us know about it yet.

• Your withdrawal was approved by the casino, but it failed at the casino's payment provider (3rd party)
• Your complaint was escalated to the relevant team who solved it and added the disputed amount back to your casino account on August 22, which you confirmed yourself during a communication between you and the casino

Since your disputed funds should have been successfully returned to your account balance, can I consider the matter resolved and close the case, or, is there anything else we can help you with?

Dear gebalakrystian69,

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, based on the information and details from the casino, we will consider the complaint resolved.

Dear gebalakrystian69,

Thank you for using the Casino Guru complaint resolution centre. Based on the information in my previous post, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Although only outside the thread, thanks to the iBet.com Casino Team for your help and cooperation.

Best regards,

Branislav, Casino.guru