Xlivebet Casino - El reintegro del jugador se ha retrasado.

Hello.

I would like to file a complaint against an online casino due to the lack of transparent information regarding withdrawal conditions.

At the time of registration and deposit, there was no indication on the casino website that withdrawals were only possible to a bank card issued in Bosnia and Herzegovina. This restriction was not explicitly stated during registration, in the rules, or in the FAQ section.

I only learned about this condition after I tried to withdraw my winnings. This effectively makes withdrawals impossible, as I don't have a Bosnia and Herzegovina bank card. I believe such restrictions should be clearly stated in advance, as they directly influence a user's decision to register and deposit.

Здравствуйте.

Хочу подать жалобу на онлайн-казино в связи с отсутствием прозрачной информации об условиях вывода средств.

На момент регистрации и внесения депозита на сайте казино нигде не было указано, что вывод средств возможен только на банковскую карту, выданную в Боснии и Герцеговине. Данное ограничение не было явно обозначено ни при регистрации, ни в правилах, ни в разделе FAQ.

О наличии этого условия я узнал(а) только после того, как попытался(ась) вывести выигрыш. Фактически это делает невозможным вывод средств, так как у меня нет банковской карты Боснии и Герцеговины. Считаю, что подобные ограничения должны быть четко и заранее указаны, поскольку они напрямую влияют на решение пользователя о регистрации и депозите.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Deniska20,

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 Deniska20,

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.

IT

HET

Dear Deniska20,

Thank you for your message.

To ensure clarity and facilitate mutual understanding, I would appreciate if you could provide more comprehensive and detailed responses in future communications.

Could you please elaborate what you meant by your last response?

Looking forward to your reply,

Attila G.

Dear Deniska20,

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,
Attila
Casino.Guru