Bobby Casino - La retirada del jugador se retrasa.

I have tried withdrawing since 2022 up until recently. I have no problem speaking to someone anytime I use the chat but they would tell me it was on the way and even said they would be sure to speed up the payment but I did not receive it and got another excuse every time I contacted support. In the beginning they would say I did not complete kyc verification and eventually I was approved and after I made complaints that I still had not received payment I was told that I had not completed kyc verification so once again I sent my documents in again and when I emailed them I was told that I didn't send something but I sent them many times until I gave up and recently tried again only to get told the same thing. It's been a big mess with nothing but lies every time I try to withdraw. I have one account and played the $200 free chip with no deposit and completed the play through.

Hello khristinknichole,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bobby 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 is yes, since when exactly? Did you ever deposit into the casino and if yes, when exactly? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Account was verified on 2/24/22, tried making a deposit on 3/6 & 3/7 and it gave an error message that said transaction not permitted to cardholder. Contacted support by email and got no response, contacted support through live chat and was sent the instructions for deposits which I believe is on there website. Contacted them recently after I tried to make another withdraw and got email saying I had not completed the kyc verification and my ID was needed. That was the last message to them because I have sent everything several times and was verified. The document they say they didn't get changes each time I contact them. They were at one point saying to send my bitcoin address and I would send it but they kept saying that I didn't send it or they didn't receive it.

Hello khristinknichole,

Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Dear khristinknichole,

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.

Yes, sorry about that I will forward what I have.

I have the emails but don't know if I can get the ones from chat support but I will try and see if I can get them.

Hello khristinknichole,

I'm still waiting for the e-mails from you to forward them. Please note that we will be forced to reject the complaint if we won't get any update from you within the next 7 days.

Emails have been sent. I sent them from another email account beginning with kck.

Hello khristinknichole,

Thank you for all the e-mails provided. I've noticed that your withdrawal is not being processed as you did not provide a proof of address to the casino. Did you forward them any kind of document which would serve as a verification document? If yes, when did you send it and did the casino respond to it?

Yes, I sent them everything through their website several times. I tried getting the messages from the live chat but they were not saved so I was not able to show most of the important messages.

Thank you khristinknichole for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi khristinknichole,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bobby Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you received any documents from the player that serve as proof of address? Are there any other reasons you haven't processed the withdrawal request from the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear khristinknichole,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia