XLBet Casino - La retirada del jugador se ha retrasado.

Cannot withdraw my money for over a week as there is a glitch on the site stopping the withdrawal tab to open. See screenshot attached.

The casino is aware but seems in absolutely no rush to sort this. It has been an issue for over a week.

The casino say they cannot send my money manually to skrill and just keep telling me to wait!

Some help from a mediator would be great.

Dear aaronbanton,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

Could you please advise if you've been informed about any alternative option to have your winnings sent to you? Was there any timeframe given to players when this issue will be fixed? Have you received any winnings from this casino in the past, please?

Thank you in advance for your patience and reply.

Best regards,

Petronela

Hi,

No to all three questions above.

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

Hello, Aaronbanton!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi @aaronbanton

Thank you for contacting us regarding this!

We have asked the relevant department for an update regarding your case. We will let you know as soon as we have received a reply back!

Kind regards,

Sally

It has been over 5 working days since this was raised as an issue?

This has been sorted by the casino now/

Thanks

Aaronbanton, can you confirm that you have received all of the funds?

Dear aaronbanton,

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.

I have not.

the casino has now claimed on two separate occasions there was an error with the withdrawal and I should try requesting less!!

see the attached

Please, try to withdraw in smaller amounts like it was suggested by the casino and let me know if it will work.

Lol the withdrawal is only 280 euros.

I have tried a withdrawla of 250, failed.

I have just tired a withdrawal of 200 euros.

This is not acceptable from a casino

XLBet team, could you explain the situation for us, please?

Hi @aaronbanton

We received info that your withdrawal is failing in the system due to a technical error. But we have asked payments to process it manually for you. The support team has sent you an email regarding what documents are needed to proceed with the manual withdrawal.

We understand that the situation is frustrating and we are doing our best to solve your case but we do not tolerate abusive language when you are communicating with our customer support department!

Please contact support as soon as you have uploaded all requested documents and they can forward them to the relevant department to check and thereafter process the withdrawal.

Kind regards,

Sally

Thank you, Sally!

Aaronbanton, please, let us know when the withdrawal will be processed.

Please see the attached.

We have just caught the casino out lying…

Any comment on this?

Aaronbanton, note, that the casino is ready to cooperate and to help you withdraw your funds. I would recommend to send the requested package of documents and to wait for the withdrawal to be proceeded.

So we are just going to wilfully ignore within the space of 15 minutes the casino has provably lied as to why the withdrawal failed?

Seems not shady at all.

I assume this proof of lying won’t effect your rating of the casino on your site?

we will also ignore the fact I deposited with Skrill and they are trying to get me to withdraw to my bank, a different payment method completely which I have never used to deposit on this site. Completely against MGA AML regulations….

We’ll just ignore that shall we.

Aaronbanton, this could simply be a misunderstanding from the casino side. It does not change the nature of the issue and does not make any difference, so I suggest we focus on the withdrawal. Have you already provided the casino with required set of documents?

Yeah let’s just ignore the blatant AML breaches and keep the casino rating good on this site 👍.

I will be providing the documents and passing details to my solicitor.

will also forward this complaint thread to the MGA.

Very well, please, let us know when the withdrawal will be processed!

The documents have been sent to the casino

Still no manual withdrawal despite all the documents sent in 48 hours ago....

Really poor

XLBet casino, could you, please, let us know how does it seem with the Aaronbanton's withdrawal?

Just a quick update,

Not only has the casino exposed themselves as liars during this thread.

Now see what they have sent this morning…

It is very very difficult not to swear at this level of incompetence!

xlbet have now sent the above.

I re requested with skrill. I imagine it will fail again.

What was the point in sending in the ID and AIB bank statement again?

Hello, Aaronbanton!

Withdrawing to the already used deposit method is the standard procedure of the Anti-Money Laundering policy in many casinos all around the world, so such request from the casino was more than appropriate. Thank you for your understanding! I hope you will get your funds as soon as possible.

Hi @aaronbanton

The withdrawal was approved on the 26th of March, please let us know when you have received the funds.

Kind regards,

Sally

The morons sent it to Skrill?

So what was the point of all of the above.

Ridiculous casinos!

Aaronbanton, please, do not insult anyone participating in the dispute and note, that the casino has been cooperating so far and doing everything for you to receive your money.

Let us know here when you will receive your funds.

Lol it’s not an insult.

moron definition - A foolish or stupid person who makes incompetent or illogical decisions or actions -

If you do not believe this is XLBet in this complaint then you are willfully ignorant.

They sent the money to my Skrill despite asking for my ID and bank statement so they could breach AML regulations and send the money to a different payment method then I deposited with. Which YOU approved of!

The money has been received but casino guru has not helped at all so do not count this complaint towards you resolving anything.

My feedback of you in this complaint is you have acted as Casino apologists.

I'm happy to hear that you have received your funds. This now means that the complaint is resolved, fortunately, not depending on how any of sides acted.

I would like to thank the casino for their assistance and cooperation on the issue!

Best regards,

Pavel K

Casino Guru Team