DBET Casino - El jugador aún no ha recibido las ganancias.

I've been waiting 10 days to be able to withdraw a few thousand shillings that I won on sports. But Dbet has disabled the withdrawal function... I've asked Support why, but they can't answer... they just say "routine check". This probably has to do with the fact that I've won a little with them before, so they're probably upset. You can't win at Dbet, then they obviously disable the withdrawal function.

Har väntat 10 dagar på att kunna ta ut några tusenlappar som jag vann på sport. Men Dbet har inaktiverat uttagsfunktionen... Jag har frågat Supporten varför, men de kan inte svara... de säger bara "rutinkontroll". Detta har säkert med att göra att jag har vunnit lite hos dem tidigare, så de är väl sura. Vinna får man inte göra hos Dbet, då inaktiverar de uppenbarligen uttagsfunktionen.

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Dear Sisko79,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Sisko79,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dbet has not heard back and the withdrawal function is still disabled. Looks like I have to take legal action, will write to the Swedish National Board of Consumer Protection this week.

Dbet har inte hört av sig och uttagsfunktionen är fortfarande inaktiverad. Ser ut som jag måste ta juridiska åtgärder, kommer skriva till Allmänna reklamationsnämnden i veckan.

Dear Sisko79, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Sisko79,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru