CampoBet Casino SE - El jugador tiene problemas con la suspensión de la cuenta y los retiros debido a un error técnico.

My account was suspended because I was unable to verify myself on the gaming site after a withdrawal request was made. The reason for this was that I did not realize that verification was necessary until it was too late. Consequently, I then received an email from the gaming site stating that my account had been closed and that all remaining funds would be paid out after 5 days as per their terms and conditions. I was asked by mail to provide various bank account details to facilitate my refund. I responded with this information in an email and received an automated confirmation that their finance department had received the information. The following week (today), I was told there was a technical error and that the funds could not be paid out to my bank account. It was stated that to proceed with the refund of the remaining balance, a screenshot of an e-wallet such as Skrill/Neteller must be provided. However, I don't use these e-wallets, and according to the casino's terms and conditions, the payout should be done using the same payment method as the deposits and that the money should be in the account within 5 business days, a period that has already elapsed.

A "technical error'' is not something I should be held responsible for; the casino should handle it in accordance with their own terms and conditions. I have also asked to have my account reopened because it has been completely closed, in order to be able to verify myself.

Konto blev avstängt då jag ej kunnat verifiera mig på spelsidan efter att ett uttag begärts. Anledningen till detta var att jag ej såg att det behövdes en verifikation för det var försent. Det kom då ett mail från spelsidan att kontot stängts av och att samtliga pengar ska betalas ut efter 5 dagar enligt deras villkor. Fick ett mail om att ange olika kontouppgifter till mitt konto för utbetalningen. Svarade med dessa i ett mail och fick en automatisk bekräftelse på att deras finansavdelning tagit del av informationen. Fick till svar nästa vecka (idag) att det skett ett tekniskt fel och att pengarna inte kan betalas ut till bankkontot. Stod att för att fortsätta med återbetalningen av det kvarstående saldot så ska en skärmbild av en e-plånbok som Skrill/Neteller tillhanda ges. Använder inte dessa e plånböcker plus att enligt casinots villkor står det att de ska betalas ut enligt samma betalningsmetod som insättningarna och även att pengarna ska finnas på kontot inom 5 arbetsdagar vilket det har gått.

Ett "tekniskt fel" är inget som jag ska behöva stå för utan det ska casinot sköta enligt deras egna villkor. Har även frågat om att öppna upp kontot igen då det är helt avstängt för att jag ska kunna verifiera mig.

Dear ConnyBet,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with CampoBet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify how long you waited with your account verification after you submitted your withdrawal request?

Have you informed the casino that you did not use any e-wallets? Have you received any other suggestions as to which payment methods you could use?

Have you provided the casino with all the other documents necessary for your verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

When I submitted my withdrawal request, it didn't take more than a couple of days or so for the account to be completely shut down and my access to it completely gone. Never had time to do my account verification as no notice that this would be done came to me. Only after withdrawal did I see that verification was required but that the account has been suspended until verification is done, which is then impossible because I do not have access to the account and do verification if it is suspended? I have emailed that I do not use any e-wallets, but received the reply that it is the only method to receive my money. Then downloaded an e-wallet and emailed over the information the casino wanted. Been waiting a couple more days now.

Have not been able to provide the casino with any documents as the account is suspended. I have kindly asked the casino to open my account so that I can verify myself, but it was not possible according to them. They stated in previous emails that only payment of all funds on the account will be made to the bank account after a maximum of 5 working days. But it was apparently not possible later due to "technical error". Hope you can help me in this situation.

När jag skickade in min begäran om uttag tog det inte mer än ett par dagar eller så innan kontot stängdes ner helt och min tillgång till detta försvann helt. Hann aldrig göra min kontoverifiering då ingen notis om att detta skulle göras kom till mig. Endast efter uttag fick jag se att verifiering krävdes men att kontot blivit avstängt tills verifiering gjort vilket då är omöjligt eftersom jag inte har tillgång till kontot och göra verifiering om det är avstängt? Har mailat att jag ej använder några e-plånböcker men fick till svar att det är enda metoden att få mina pengar. Laddade då ner en e-plånbok och mailade över informationen som casinot ville ha. Har väntat ett par dagar ytterligare nu.

Har ej kunnat försett casinot med några dokument då kontot är avstängt. Har frågat casinot vänligt om att öppna upp mitt konto så att jag kan verifiera mig men det var ej möjligt enligt dem. De angav i tidigare mail att endast utbetalning av samtliga medel på kontot kommer att göras till bankkonto efter högst 5 arbetsdagar. Men det var tydligen inte möjligt sen på grund av "tekniskt fel". Hoppas ni kan hjälpa mig i denna situation.

Have you tried asking customer support if it was possible to send your verification documents via email?

Kindly forward any relevant communication between you and the casino regarding this complaint to veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.

Dear ConnyBet,

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.