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

I got the withdrawal being processed message to my email on the 31st January.

They say between 24 to 72 hours before it's been processed.

It's now been 7 days and while asking about the withdrawal all I keep getting was the same answer over and over again and then all of a sudden I can't access live chat anymore they have stopped me from doing so.

I was also a vip member and I got regular emails from the vip manager Thomas and then all of a sudden there's no contact anymore with Thomas.

No replies to my emails anymore and even sent emails to vibrobet support and no response from them either.

What concerns me is that all of a sudden there's no contact and I find that very strange like I feel I have been scammed.

Really hope you can find out some information for me.

Thank you

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Dear Pimpelio1,

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

Thank you for the reply Karla, the same day I made the complaint which was the 6th about a few hours later they returned the withdrawal amount back to my account with no explanation from them. So I tried to withdraw a smaller amount to see if it would be any better. There was another kyc what they asked for so I sent them but I have already gone through a kyc check with them. I asked for the new withdrawal on the 6th so I will let you know if I hear anything and hopefully they will sort it out this time. I will keep you informed.

Dear Pimpelio1,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pimpelio1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla