Efbet Casino - El jugador afirma que el pago se ha retrasado.

Hello.

This Casino has rejected my passport although It was a valide document in order to prove my Identity.

They rejected it twice. I called them over the phone and they were insisting to retrieve two documents proving my Identity as I quote them « the passport is not enough. We need your Id card too ».

With them delaying my verification, I lost all my balance. Then, suddenly, the next day, they told me that my account is verified and that the passport is good enough.

I am honestly feeling that they did all this on the sole purpose of jinxing me up. Also, they would have never paid me as long as I would not have provided an ID card additionally to my passport.

When I called them, they hanged up. When I contact them by email, they don’t answer.

Thing is that they said my ID Card (which was expired since a year ago) needed to be renew. But they were keeping paying me out like two months ago…

It’s a pure scam. There’s no other words.

Dear Renicci,

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

I will never receive my withdrawal cause they rejected it pretending that they needed additional documents.

in the meantime, I couldn’t self exclude myself / close my account (I asked numerous time to do it) and that’s how I ended up playing my winnings / losing everything.

I have e-mails showing that they rejected my documents pretending that they needed new documents. Then, the very next day after I lost everything, they contacted me and told me that the account was verified again (even tough I didn’t send the documents they asked for).

It was obviously a strategy of retention in order to block any withdraw.

Now that I have nothing to withdraw, they put the account verified again.

Doesn’t it sounds fishy to you ?

Thank you for your reply, Renicci. Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

So to put it simply :

• Let’s disregard that the Casino blocked your payouts.
• Yes, they did something fishy by un-verifying your account and re-verified right after you had no money on it.
• Yes, It’s common sense for an online casino to have no self-exclusion policy / leave the account opened after a gambling addiction has been stated by the player.

Well, all I can say is that I’m really hoping you guys (yes, you contribute to this industry by not denouncing it) will have very very strong excuses to provide in the day of the judgment cause I’m afraid that when God will ask you « why didn’t you do anything ? » and your answer will be « cause It’s not my fault », that might be considered as not a sufficient answer.

Renicci, you have not mentioned before that you requested self-exclusion due to gambling problems. From our experience, many players use self-exclusion as a way to close their accounts even though they don't have a gambling addiction.

Could you please forward your self-exclusion request to kristina.s@casino.guru? Alternatively, you can post it here. Additionally, please forward any relevant communication between you and the casino so we can gather as much information as possible. Thanks.

Dear Renicci,

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, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.