Elabet Casino - El retiro del jugador se retrasó y no recibió el bono.

So, I opened an Elabet account on January 12, 2026, made my first deposit, and played the balance on slots to qualify for the casino welcome promotion, which includes a fun bonus of up to €1,000 on your first deposit. Luckily, I was lucky enough to win something on the slots and requested the welcome bonus, which never arrived (again with the excuse of delays in awarding the bonus). So I got fed up and decided to withdraw my winnings. I wish I'd never done that before! They asked me for everything (documents, however, fully provided, account statements, selfies (not selfies), identity, card numbers, etc.). Today, it's been 16 days since I provided all the documentation. In chat, they keep saying that "they've prioritized my case and it will be resolved shortly." Not only did I feel scammed for not receiving the welcome bonus, but now I can't even withdraw my money.

I ask if possible to 1) have my money back since they have received all the requested documentation

2) Given the inconvenience caused, if possible, also get the casino fun bonus (although now they will appeal to the fact that after 20 days from registration, not seeing that I was receiving the fun bonus, I requested a withdrawal and therefore I am no longer entitled to the bonus... a bonus which according to the terms and conditions should arrive within 72 working hours of the deposit, but whatever)

That's it, let me know if you need any more information: I didn't play the live casino or place any sports bets, the entire balance was wagered in the slots section (as per the terms and conditions)

Allora, ho aperto il conto Elabet in data 12/01/2026, ho effettuato il primo deposito e giocato il saldo alle slot per qualificarmi alla promozione di benvenuto casinò che prevede l'erogazione di un fun bonus fino a 1.000€ sul primo deposito. Fortunatamente, ho avuto la fortuna di vincere qualcosa alle slot ed ho sollecitato il welcome bonus che non mi è mai arrivato (sempre con la scusa di ritardi nell'assegnazione del bonus) al che mi sono rotta ed ho deciso di prelevare le vincite , non l'avessi mai fatto, mi hanno richiesto di tutto (documenti comunque completamente forniti, estratti conti, selfie non selfie, identità, numero di carte etc..) oggi siamo a 16 giorni passati da quando ho fornito tutta la documentazione. In chat continuano a dire che "hanno messo in priorità il mio caso e sarà risolto a breve" non solo quindi mi sono vista truffata per mancata erogazione del bonus benvenuto ma ora non posso nemmeno prelevare i miei soldi..

Chiedo se possibile di 1) riavere i miei soldi visto che la documentazione richiesta l'hanno ricevuta tutta

2) visto il disagio arrecato, se possibile avere anche il fun bonus casinò (anche se ora si appelleranno al fatto che dopo 20 giorni dalla registrazione, non vedendo che ricevevo il fun bonus ho richiesto il prelievo e pertanto non mi spetta più il bonus..bonus che secondo termini e condizioni dovrebbe arrivare dopo 72h lavorative dal deposito ma vabbè)

Questo è quanto, fatemi sapere se vi servono ulteriori informazioni: non ho giocato al casinò live e non ho giocato alcuna scommessa sportiva, l'intero saldo è stato giocato nella sezione slot (come da termini e condizioni)

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have any of your documents been reviewed and approved by the KYC department?
• Have you experienced any similar delays in any other casinos licensed in Italy before?
• How long did you wait for the welcome bonus to be awarded before you decided to submit a withdrawal request?
• When was the last time the casino communicated with you regarding the verification of your account?

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

Hi Veronica,

Even though I've asked them a billion times, every time they chat they just say they're asking for help (even though I've sent them everything they need, even my Paypal statement)

The only similar case was for Stake.it but not for the withdrawal, there they actually suspended my account

The last email is from 7 days ago with Amelia saying:

"Dear Martina,

Thank you for contacting our customer support!

Thank you for submitting your documents.

The attachments have been promptly forwarded to the relevant Department, which will respond to you as soon as possible.

We thank you for your cooperation and availability.

If you have any further questions, please feel free to contact us via email or Live Chat.

Best regards,

The Elabet.it team"

I'm also attaching some screenshots of the chat... which assures me that "they're speeding up the process and it should be unlocked soon"

Ciao Veronica,

nonostante abbia sollecitato miliardi di volte ogni volta in chat dicono solamente che stanno sollecitando il caso (nonostante abbia mandato tutto ciò di cui necessitavano, anche l'estratto conto di Paypal)

L'unico caso simile è stato per Stake.it ma non per il prelievo, lì mi hanno proprio sospeso il conto

L'ultima email è di 7 giorni fa con Amelia che dice:

"Gentile Martina,

Grazie per aver contattato il nostro supporto clienti!

La ringraziamo per aver inviato i suoi documenti. 

Gli allegati sono stati prontamente inoltrati al Dipartimento di competenza che Le darà risposta in merito quanto prima.

La ringraziamo per la sua collaborazione e disponibilità.

Se ha ulteriori domande, non esiti a contattarci via e-mail o via Live Chat.

Cordiali saluti,

Il team di Elabet.it"

Riporto in allegato anche qualche screenshot della chat..che mi assicura che "stanno accellerando il processo ed a breve dovrebbe sbloccarsi"

Oh sorry, I forgot to reply to this:

"How long did you wait for your welcome bonus to be awarded before you decided to submit a withdrawal request?"

I waited 20 days after registering before deciding to send the withdrawal request.

Ah scusate, ho dimenticato di rispondere a questo:

"Quanto tempo hai aspettato che ti venisse assegnato il bonus di benvenuto prima di decidere di inviare una richiesta di prelievo?"

20 giorni dalla registrazione ho aspettato prima di decidere di inviare la richiesta di prelievo.

Thank you for your responses. Please forward me the documents you sent to the casino for verification that have not yet been approved at veronika.f@casino.guru.

Have you received any updates from the casino's relevant department in the meantime? If so, kindly forward the messages you received from them as well. I appreciate your patience and cooperation.

I would like to point out that yesterday, after sending a video showing the website and my ID, they refunded my funds and credited my welcome bonus after 1.5 months.

You can also close the complaint as resolved, thank you very much.

Segnalo che ieri, dopo aver mandare un video in cui devo inquadrare il sito e la carta d'identità, mi hanno restituito i fondi ed accreditato il fun bonus di benvenuto dopo 1 mese e mezzo.

Potete pure chiudere il reclamo come risolto, grazie mille.

Hello Martina94,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Martina94,

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,

Veronika

Casino.Guru