ElitBet Casino - La cuenta del jugador ha sido bloqueada para un examen adicional.

Hello, I verified my account at Elitebet Online, after which they requested additional information from me including a selfie, a selfie with a code, a booklet, a bank confirmation, and finally a video. I provided everything necessary and my account was successfully verified, all was well up to this point. I made two withdrawals of 3509 and 3800 BGN and both were marked as "completed" and seemingly approved! Today, I log into my email and receive a message that my account is blocked and there is some additional examination pending, which no one explained to me what it is and when it would be finished! Please help.

Привет, верифицирах акаунта си в елитбет онлайн след което ми изискаха още селфи, селфи с код, книжка, банково уверение накрая и видео-предоставих всичко необходимо и акаунта ми беше успешно верифициран, до тук добре наредих две тегления по 3509 и 3800 лв и двете бяха "завършени" и уж одобрени! Днес влизам в майла си и получавам съобщение че акаунта ми е блокирам и предстой някаква допъпнителна проверка, която никои не ми обясни каква и кога ще приключи! Моля помогнете

Dear Ivoiv,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ElitBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise since when are you a player in the casino?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share the correspondence you received from the casino regarding account closure? My email is tomas@casino.guru

 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,

Tomas

My account has been open for two weeks, I had played sports and got a bonus of 200 BGN with which I won 300, I rolled the bonus for about 10 days and then with the real balance, then I started playing only casino.

Thank you for choosing the services of ELITBET Online.

We would like to inform you that access to your account is currently restricted in order to carry out further checks on our part.

Your withdrawal request will remain temporarily blocked in your account until the checks by a competent department are successfully completed.

You will be informed by us via email after the process is complete.

Акаунта ми е отворен от две седмици, бях играл спорт и взех бонус от 200 лв с които спечелих 300 превъртях бонуса за около 10 дни и после с реалния баланс после започнах да играя само казино.

Благодарим Ви, че избрахте услугите на ELITBET Online. 

Бихме искали да Ви информираме, че към момента достъпът да профила Ви е ограничен, с цел извършване на допълнителни проверки от наша страна. 

Вашата заявка за теглене ще остане временно блокирана в профила Ви, докато проверките от компетентен отдел бъдат успешно завършени.  

Ще бъдете информирани от нас чрез имейл,след завършване на процеса. 

Underline only in the status of my account it said that my withdrawals are complete, but I have not actually received them

Подчерта само в статуса на акаунта ми пишеше че тегленията са ми завършени, но реално не съм ги получил

Thank you for your messages, Ivoiv. I would like to emphasize that our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

I mostly played casino! So I see no difference

аз съм играл предимно казино! Така че не виждам разлика

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into issues with any online casino and we will try our best to help.