Favor.bet Casino - El jugador experimenta retrasos en el procesamiento de retiro.

I tried to withdraw €1000 which I won on 24.12.24. I verified my documents on 25.12.24 and I am still waiting on my withdrawal to be processed. I go on the live chat and email support every day and they keep promising they will process my withdrawal but I am still waiting. I have never had this experience with another casino website. I would be so grateful for some help please

Dear Graceymcf, 

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.

Have you made any successful withdrawals before?

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

Have you accumulated your winnings with or without an active bonus? 

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

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. 

Best regards, 

Veronika

Hi Weronica,

Thank you so much for your reply, I am very grateful for your help.

I have never tried to withdraw money from this site but successfully deposited €60 in 3 transactions of €20.

I successfully passed the KYC verification on 25.12.24.

I did not accumulate my winnings with an active bonus.

I won this amount on a live casino came called Mega Ball 100 (an Evolution game).

Again thank you so much for your help in this matter.

Kind Regards,

Grace S.

When was the last time you communicated with the casino regarding the delay in the payment of your winnings?

If you have any additional communication between you and the casino customer support that could be relevant to the investigation of your case, kindly forward it to me. My email address is veronika.f@casino.guru.

Thank you Veronica - I have emailed you screenshots

Thank you very much, Graceymcf, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much

Hello Graceymcf,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Favor.bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Favor.bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Thank you Stefan - I am still contacting them every day or every other day and they keep promising that it will be processed soon.

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.

I got my money to today and you can mark this case closed. Thank you for your help

Dear Graceymcf,

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, 

Stefan, Casino.Guru