Thebes Casino - La retirada del jugador se retrasó.

I have been waiting for a withdrawal since October 31st and the only answer I receive is the same every day, that tomorrow they will make my deposit and I have been waiting for my money for 8 days, my account is completely verified, I leave images to verify that everything is in order and even so I do not receive my withdrawal of money. I have communicated with their live chat and by mail and they do not give me any response

Llevo desde el día 31 de octubre esperando un retiro y la única respuesta que recibo es la misma todos los días, que mañana me harán el depósito y llevo así ya 8 días esperando por mi dinero, mi cuenta está completamente verificada , dejo imágenes para comprobar que todo está en orden y así y todo no recibo mi retiro de dinero. Me eh comunicado con su chat en vivo y por mail y no me dan respuesta alguna

Dear Garzaaa85,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

The live chat casino told me that the processing time was 5 business days and then the payment would be instant because it was a withdrawal in crypto

El casino por el chat en vivo me indico que el tiempo de procesamiento era de 5 días hábiles y luego el pago seria instantáneo por ser un retiro en crypto

after 10 days my withdrawal was canceled 😡 and they sent me this email saying the following Hello,

We hope this email finds you well.

Kindly note that your withdrawal was declined and the winnings voided since your account is in breach of our Terms and Conditions item 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account. Examples of bonus or promotion abuse, but are not limited to: claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes , Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

The account has been labeled as a bonus abuser and in consequence the funds have been voided.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Regards,

I don't understand why they rate me like this when all I did was play the free kicks from the guru link, then for 7 days if I remember correctly they were giving away 25 daily shots by mail. After that make a first deposit of 10 euros with the first deposit bonus that the casino gives you, then deposit 25 euros with the bonus that they give you for the second deposit. After playing for a long time when I had 102 euros of available balance left, I only made the first withdrawal and this happened to me.

I want an explanation why this happens and if I do not request the return of my two deposits because it would be a scam to allow deposits but not withdraw.

luego de 10 días me cancelaron mi retiro 😡 y me enviaron este mail diciendo lo siguiente Hello,

We hope this email finds you well.

Kindly note that your withdrawal was declined and the winnings voided since your account is in breach of our Terms and Conditions item 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account. Examples of bonus or promotion abuse, but are not limited to: claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

The account has been labeled as a bonus abuser and in consequence the funds have been voided.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Regards,

No comprendo el porque me califican así cuando lo único que hice fue jugar los tiros libres desde el link de gurú, luego durante 7 días si mal no recuerdo estuvieron regalando por mail 25 tiros diarios. Luego de eso realize un primer depósito de 10 eur con el bono de primer depósito que te da el casino, luego depósito 25 eur con el bonos que ellos te dan por segundo depósito. Luego de jugar un tiempo largo cuando me quedaban 102 eur de balance disponible solito el primer retiro y me pasa esto.

Quiero una explicación porque sucede esto y si no solicito la devolución de mis dos depósitos porque seria una estafa dejar depositar pero no dejar retirar.

Thank you for your reply, Garzaaa85. Could you please advise if you currently have access to your casino account? Would you be so kind as to forward me your bonus history?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

if i can still access my account

si todavía puedo acceder a mi cuenta

Thank you very much Garzaaa85 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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 soon.

Hi Garzaaa85,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Thebes Casino to the conversation to participate in the resolution of this complaint.

Ok, thank you very much, I hope you understand now, at this moment I do not want to claim my prize, I just want my deposits of 10 and 25 eur that I have made to be returned. Because what they are doing to me is a scam, they let you deposit but they don't let you withdraw.

Okey muchas gracias a usted, espero entiendan ya en este momento no quiero reclamar mi premio solo quiero que me devuelvan mis depósitos de 10 y 25 eur que eh realizado. Porque es una estafa lo que me están haciendo, te dejan depositar pero no te dejan retirar.

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.

It's been more than a month and they haven't given me any solution, the casino seems to be a complete scam

Ya ah pasado ma de un mes y no me han dado ninguna solución, una completa estafa el casino parece

Hi Garzaaa85,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter