SELECT.bet Casino - El jugador no está satisfecho con el proceso de retiro.

Hello,

I won € 10,000 at select.bet and haven't received it yet. Documents that I submitted were constantly being requested and now I don't get any more answers and I was excluded or blocked from the live chat. When asked by email what happens to my payment, it remains unanswered.

How will i get my money or not?

Kind regards

Jalil

Hallo,

Ich habe bei select.bet 10.000€ gewonnen und bis dato nicht erhalten. Laufend wurden Dokumente verlangt die ich eingereicht habe und jetzt erhalte ich gar keine Antwort mehr und aus dem live chat wurde ich ausgeschlossen bzw. Blockiert. Auf Nachfrage per mail was nun mit meiner Auszahlung ist bleibt diese unbeantwortet.

Wie geht es jetzt weiter erhalte ich mein geld oder nicht?

Mfg

Jalil

Dear Jalil,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Please could you clarify if you have placed any successful withdrawals in the past? Did you complete KYC (verification) process, or is the unfinished verification the only thing holding you back from withdrawing your winnings?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hello,

This is the first time I've won something at select.bet. The first attempt to transfer the 10,000 € to my account was rejected. According to the support, only € 5,000 per week are allowed to withdraw. So I tried to transfer it again with 5,000 € after a day it was also rejected and again I turned to support and they told me that documents were still missing. I then sent the missing documents to support. Then it was said again that I should send a selfie of myself and my ID card that was also done by me. Shortly afterwards an email came from select.bet that another document electricity, water is needed, which I then also sent. After that nothing more happened and I was excluded or blocked from the live chat at select.bet. There is no response to my emails.

What's all this about? I want to have my winnings paid out!

The thing has been going on since last Tuesday.

Kind regards

Jalil

Hallo,

Das ist das erste mal das ich bei select.bet etwas gewonnen habe. Beim ersten versuch die 10.000€ auf mein Konto zu überweisen wurde diese abgelehnt. Laut dem Support seien nur 5.000€ wöchentlich erlaubt abzuheben. Also versuchte ich es erneut mit 5.000€ zu überweisen nach einem Tag wurde auch diese abgelehnt und erneut habe ich mich an den Support gewandt und da sagte man mir das noch Dokumente fehlen. Ich habe daraufhin die fehlenden Dokumente an den Support gesendet. Daraufhin hieß es wieder das ich ein Selfie von mir und meinem Ausweis senden soll das wurde von mir auch gemacht. Kurz darauf kam wieder eine email von select.bet das noch ein weiteres Dokument strom,Wasser benötigt wird was ich dann auch noch gesendet habe. Danach ist nichts mehr passiert und der live chat bei select.bet wurde ich ausgeschlossen beziehungsweise gesperrt. Auf meine emails wird nicht reagiert.

Was soll das alles? Ich möchte meinen gewinn ausgezahlt bekommen!

Die sache zieht sich seit vergangenen Dienstag.

Mfg

Jalil

Hello Jalil,

I truly apologize for my late reply. I went through all your emails. The casino claims you played all your winnings. But you believe, that this isn't the case and you didn't play your winnings. Is that correct, please?

Jalil, thank you for your emails, since you've contacted Curaçao eGaming License (which has higher authority then we are) I will now close this case with status "waiting for regulator decision." 

Please let us know when you will receive the official decision from Curaçao eGaming, and we will update the case accordingly. My email address is kristina.s@casino.guru.

Dear Jalil,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at kristina.s@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Kristina

Dear Jalil,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.