Pribet Casino - La cuenta del jugador está cerrada y el retiro está retrasado.

On 09/10, the casino proceeded to close my account for 30 days following a closure request I made on 08/22, which I later retracted. In the following days, I regularly made deposits and withdrawals. Now I have a pending withdrawal of €600...

Il casino in data 10/09 procedeva alla chiusura del mio conto per 30 giorni a seguito di una richiesta di chiusura conto effettuata da parte mia il giorno 22/08 ma poi rettificata. Nei giorni seguenti ho regolarmente effettuato depositi e prelievo. Ora mi trovo con un prelievo in attesa di €600...

Dear balducci,

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.

• Is it correct that you managed to request the withdrawal before the casino closed your account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please confirm that you have passed the KYC verification?
• Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance. 

Best regards, 

Dominika

Dear Dominka, I have also managed to withdraw in the past. In the meantime the casino has reopened my account after my insistent requests. But after 24 hours, despite having accepted the terms and conditions, which include a commission of up to 8% on the withdrawal, this morning I find it failed. I attach Screenshot!

Is it correct to say that you were able to request a withdrawal before the casino closed your account? YES

Did you accumulate your winnings with or without an active bonus? NO

Could you confirm that you have passed the KYC verification? YES

Now they are withholding my money for no reason.

Please help me..

Gentile Dominka, sono riuscito anche a prelevare in passato. Nel frattempo il casino ha riaperto il mio account dopo le mie insistenti richieste. Ma a distanza di 24 ore nonostante io avessi accettato i termini e condizioni, che includono una commissione fino all'8% sul prelievo, stamattina lo trovo fallito. Allego Screenshot!

È corretto affermare che sei riuscito a richiedere il prelievo prima che il casinò chiudesse il tuo account? SI

Hai accumulato le tue vincite con o senza un bonus attivo? NO

Potresti confermare di aver superato la verifica KYC? SI

Ora senza motivo mi stanno trattenendo il denaro.

Per favore aiutatemi..

I add that the day after the withdrawal was cancelled by Pribet, I made some bets and now requested a new withdrawal amounting to €800.00.

As I said I went through the whole verification process, played and withdrew 2 times. These delays or excuses are really in bad taste.

Aggiungo che in giornata dopo il prelievo annullato da parte di Pribet, ho fatto qualche scommessa ed ora richiesto un nuovo prelievo che ammonta a €800,00.

Come già detto ho superato tutto il processo di verifica, giocato e prelevato 2 volte. Questi ritardi o queste scuse sono davvero di cattivo gusto.

Update - In chat, when I ask for information, the casino tells me that my new withdrawal request will also fail. Therefore, it suggests that I withdraw with Fast Bank Transfer, admitting its problems in managing the withdrawal with Crypto (note that I have already withdrawn with crypto twice).

Of course I have all the chat transcripts with their support. I hope this isn't another waste of time.

Aggiornamento - In chat, alla mia richiesta di informazioni, il casino mi segnala che fallirà anche la mia nuova richiesta di prelievo. Pertanto mi suggerisce di prelevare con Fast Bank Transfer, ammettendo i suoi problemi a gestire il prelievo con Crypto (notare che ho prelevato con crypto già due volte).

Ho logicamente tutte le trascrizioni delle chat con il loro supporto. Spero non sia l'ennesima perdita di tempo.

Dear Casino Guru after 1000 emails and a lot of effort I received my funds. I ask the casino to delete my account and all my personal information but they do not listen to me. Could you mediate?

Gentile Casinò Guru dopo 1000 email e tanta fatica ho ricevuto i miei fondi. Richiedo al casinò la cancellazione del mio account e di tutte le mie informazioni personali ma non mi ascoltano. Potesti mediare?

Dear balducci, have you been able to close your casino account?

No, they don't take emails into consideration and in chat they just tell me to send emails. They also continue to send advertising messages.

No, non prendono in considerazione le mail mail e in chat mi dicono solo di mandare mail. Inoltre continuano ad inviare messaggi pubblicitari.

Thank you very much, balducci, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear balducci,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pribet Casino representative to join this conversation.

Dear Pribet Casino,

Could you please clarify, why the player's account hasn't been closed yet?

Thank you in advance,

Mirka

Hi Marika, the casino should first pay me the €450 withdrawal and then close. Please don't let them not pay me my winnings. Thanks!

Ciao Marika, il casinò dovrebbe prima pagarmi i 450€ di prelievo e poi chiudere. Per favore non facciamo in modo che non mi paghino la mia vincita. Grazie!

Today I checked my withdrawal which was approved but I did not receive any transfer to my account (usually they are instant). After a few hours I find my account closed due to self-exclusion. Did the casino steal my winnings?

In data odierna ho controllato il mio prelievo che risultava approvato ma non ho ricevuto nessun bonifico sul mio conto ( di solito sono istantanei). A distanza di qualche ora mi trovo il conto chiuso per autoesclusione. Il casino ha rubato la mia vincita?

Dear Mirka,

The player submitted a request for self-exclusion on September 25, 2024, and their account was closed on September 30, 2024, after their last withdrawal was processed. The player has been notified regarding the status of their account and the completion of their withdrawal.

Kind regards,

Pribet Casino

All solved. Regards,

Tutto risolto. Saluti,

Dear balducci,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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. 

Best regards, 

Mirka

Casino.Guru