ECLBETAU Casino - El retiro del jugador se ha retrasado.

I signed up to a new casino and was playing the bonuses, which I withdrew from 3 times without any issue, made a deposit and withdrew a small amount, then another deposit and won a large amount and the have given me 3 different excuses as to why they rejected my withdraw

Dear natnewton1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please provide details of the bonus used for your winnings?
• Could you please share your betting and bonus history?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hi Dominika,

I did not claim any bonus, I won with my money that I deposited. I will send you an email now which documents everything.

Hi Dominika,

Did you receive my email with the screenshots?

Dear natnewton1988, thank you for the information provided.

Have you received the refund of your deposit?

Yeah I did

Dear natnewton1988, are you aware that you engaged in the practice the casino accused you of in the chat screenshot?

No I am not aware. And nor do I understand how because I always play the fast spin option and they paid me previously without any issues

Thank you very much, natnewton1988, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you

Hello, natnewton1988,

I am sorry to hear about your trouble. 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 ECLBETAU Casino team,

Could you please explain the player's situation in more detail? Why has the user's withdrawal been blocked? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

And if that happens what else can I do? Obviously I want this matter resolved

Dear natnewton1988,

Just letting you know that I tried to contact the casino in all possible ways a while ago again, and I am currently waiting for a response. Therefore, I am extending the timer for the casino again.

However, please note if no one from the casino comments on the matter or provides the requested details/relevant evidence until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

If there is any news or updates, I will inform you.

As for your question - since it looks like the casino operates without a valid license, unfortunately, there is nothing much you can do further.

Thank you for your patience and understanding.

Dear natnewton1988,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru. However, the casino operates without a valid license, therefore, there is nothing more I could recommend for further procedure.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru