Linebet Casino - Retraso en retiro y verificación de documentos en Linebet Casino.

Hello good evening, I wanted to file a complaint against Linebet Casino because I made a deposit, wanted to withdraw it, but was asked to verify documents upon doing so. I've sent them by email but I have yet to receive a reply. On top of that, I urgently need to withdraw the money I deposited, and I have also earned some winnings from the casino. I'm unsure if they're refusing to respond because of these winnings or due to some other problem. I know they mentioned they respond to emails according to the order they are received but it's been over three days already. I would greatly appreciate any help you can provide.

Hola buenas noches, quería hacer una queja al casino linebet, porque hice un depósito, quise retirar y al momento de hacerlo me pide verificación de documentos. Envié por mail pero todavía no obtengo una respuesta. Y encima la plata que deposite la necesito retirar urgente y su vez obtuve ganancia en el casino, y no se si no quieren responder por las ganancias o cuál es el problema. Se que me dijeron que contestan los mails de acuerdo a la llegada pero ya van más de 3 días. Si me podrían ayudar por favor

Hello lautarosoto11,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Linebet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello, my account would believe that it is verified. I won the welcome bonus and the rest is money from the sports bets I was making. The last time I spoke with the casino was the screenshot I sent asking if they could answer my email.

Hola buenas, mi cuenta creería que está verificada. Gane el bono de bienvenida y el resto es plata de apuestas deportivas que fui haciendo. La última vez que hable con el casino fue la captura que mandé de si me podían contestar el mail.

Hello lautarosoto11,

Since when is the account verified and since when is the withdrawal pending? Did you finish the wagering of the bonus you had?

Hello, I couldn't tell you if the account is verified correctly because I sent documentation and they don't answer so I don't believe it. I already finished playing the bonus, I attach a photo of when I wanted to withdraw and it didn't let me

Hola buenas, no sabría decirte si está verificada bien la cuenta porque como mandé documentación y no contestan así que no creo. El bono ya lo termine de jugar, adjunto foto de cuando quise retirar y no me dejo

Thank you lautarosoto11 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you lautarosoto11 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Linebet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello good, I add information. From support they keep answering me the same

Hola buenas, agrego información. Desde soporte me siguen respondiendo lo mismo

Sorry I was wrong, it was this capture

Perdón me equivoqué era esta captura

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.

Hello, very good, the truth is that I don't know what to do because I can't even withdraw the money that I deposited, on top of that I write to support and they tell me the same thing, that they answer the emails according to the time they arrive, it can't be that they can't answer an email since February 6 and on top of that they don't even let me withdraw the money I deposited

Hola muy buenas, la verdad que no se que hacer porque ni la plata que yo deposite puedo retirar, encima le escribo a soporte y me dicen lo mismo, que van contestando los mails de acuerdo al tiempo que llegan, no puede ser que no puedan contestar un mail desde el 6 de febrero y encima ni dejarme retirar la plata que yo deposite

I feel like they are not going to respond because not a single complaint about this casino could ever be resolved, I don't know what the truth is, any help to be able to complain elsewhere?

Siento que no van a responder porque nunca se pudo resolver ni una queja de este casino, no se que ya la verdad, alguna ayuda para poder quejarme en otro lado?

They keep answering me the same thing, and the truth is that I don't know what to do or what to turn to, if you could please tell me

Me viven respondiendo lo mismo, ya la verdad que no se que hacer ni que acudir, si me podrían indicar por favor

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter