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Hello, I registered on this site in April 2023 and started playing both bets and casino games. I didn't have any issues with withdrawals until February 2024 when they blocked my account (without any justification, they told me I could no longer play with them).

Since then, I attempted a withdrawal of about 2500 euros (I can't log in and it's been so long that I don't even remember the exact amount!).

I contacted them many times, and they responded just as they did to the user who wrote in the forum last month (deniclauda).

They said the payment would arrive but they didn't know when, saying that the financial department doesn't work over the weekend or even in the mornings.

In the past, if I requested my account to be unblocked to verify the withdrawal date, they would unlock it, but now they say they can't do it anymore.

Before, when I tried to log in, it would say "account blocked, contact live chat support," now it says that the username or password is incorrect.

I feel cheated and I don't really know what to do, so I thought of asking you for help since you've managed to resolve issues for other users.

Thank you in advance.

Salve, mi sono registrato in questo sito ad Aprile 2023 ed ho iniziato a giocare sia scommesse che casinò, non ho avuto nessun problema con i prelievi fino a Febbraio 2024, quando mi hanno bloccato l'account (senza alcuna giustificazione, mi hanno detto che non avrei potuto più giocare con loro).

Da quel momento ho effettuato un prelievo di circa 2500 euro (non posso effettuare il login ed è passato così tanto tempo che non ricordo nemmeno l'importo preciso!).

Li ho contattati moltissime volte ed hanno risposto come hanno risposto all'utente che ha scritto nel forum il mese scorso (deniclauda).

Che il pagamento sarebbe arrivato ma non sapevano quando, che nel weekend il dipartimento finanziario non lavora o anche che la mattina non lavora.

In passato se richiedevo di sbloccarmi l'account per verificare la data del prelievo lo sbloccavano, ora dicono che non possono farlo più.

Prima quando provavo ad effettuare il login mi usciva scritto "account bloccato contatta l'assistenza in livechat", adesso mi dice che l'username o la password sono sbagliati.

Mi sento truffato e non so proprio come fare quindi ho pensato di chiedere aiuto a voi che avete risolto il problema con altri utenti.

Grazie anticipatamente.

Dear umbertominniti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you received the last successful withdrawal?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

First of all, thanks for your reply, in February 2024 if I'm not mistaken I requested two separate withdrawals, one of about 700 euros (successful) and then this last one of 2500 euros that I'm waiting for.

I passed the verification in 2023 (I don't remember the exact month, before June) I accumulated the winnings without any bonus, the bonuses I received were in 2023 and all the rollovers were completed.

Innanzitutto grazie per la risposta, a Febbraio 2024 se non sbaglio ho richiesto due prelievi separati, uno da circa 700 euro (andato a buon fine) e poi quest'ultimo da 2500 euro che sto aspettando.

La verifica l'ho superata nel 2023 (non ricordo il mese preciso, prima di giugno) le vincite le ho accumulate senza alcun bonus, i bonus che ho ricevuto sono stati nel 2023 e sono stati completati tutti i rollover.

Thank you very much for your reply, umbertominniti. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I didn't really understand if screenshots are needed, I only have the screenshots of the last conversations and two emails, always in Italian, if they are needed I can send them without any problems.

The various communications in order were;

In February they blocked my account, I requested to unblock it so I could withdraw and I did it.

I contacted them on average every month and they responded;

At the end of February I would have my money in March

In March I would receive the transfer by April 24th.

From May onwards instead;

Sometimes the payment is processing and they have too many pending payments and for that it will take some time but they never could tell me the exact day.

Other times the finance department is not working on the weekend and we contact them again during the week.

In July I sent an email and they replied "your claim is still being processed and will be paid as soon as possible."

In September I followed up via email and they replied, "Sometimes withdrawal requests may take longer than expected due to high volume, but rest assured your request is currently being processed."

Last week on livechat they told me they couldn't unlock the account and that the payment would be made as soon as possible and that the finance department is behind due to the large number of requests they have received recently.

Today I contacted them in livechat asking again to have the account unlocked to know what the status of the transactions is and they replied that they cannot open the account, that the withdrawal request is pending and to come back during the week for more information.

Let me know if you need more information. Thanks again!

Non ho capito bene se servono degli screenshot, ho solo gli screen delle ultime conversazioni e di due email, sempre in lingua italiana, se servono posso inviarli tranquillamente.

Le varie comunicazioni in ordine sono state; 

A Febbraio mi hanno bloccato l'account, ho richiesto lo sblocco per poter prelevare e l'ho fatto.

Li ho contattati in media ogni mese ed hanno risposto;

A fine Febbraio che avrei avuto i miei soldi a Marzo

A Marzo che entro il 24Aprile avrei ricevuto il bonifico.

Da Maggio in poi invece;

Alcune volte che il pagamento è in fase di elaborazione e che hanno troppi pagamenti in attesa e per questo ci vorrà un pò di tempo ma non mi hanno mai saputo dire il giorno esatto.

Altre volte che nel weekend non lavora il dipartimento finanziario e di ricontattarli in settimana.

A Luglio ho inviato un email ed hanno risposto "la sua richiesta è ancora in fase di elaborazione e sarà pagata il prima possibile."

A Settembre ho rettificato sempre via email e hanno risposto "A volte può succedere che alcune richieste di prelievo richiedano più tempo del previsto a causa di un volume elevato, ma le assicuro che la sua richiesta è attualmente in fase di elaborazione."

La settimana scorsa in livechat mi hanno detto di non poter sbloccare l'account e che il pagamento sarebbe stato corrisposto nel più breve tempo possibile e che il dipartimento finanziario è rimasto indietro a causa del gran numero di richieste che hanno ricevuto di recente.

Oggi li ho contattati in livechat chiedendo nuovamente di avere l'account sbloccato per sapere quale sia lo stato delle transazioni ed hanno risposto che non possono aprire il conto, che la richiesta di prelievo è in attesa e di tornare in settimana per maggiori informazioni.

Fatemi sapere se avete bisogno di ulteriori informazioni. Grazie ancora!

Yes, please forward everything to me. Thank you.

I sent everything to your email. Thanks

Ho inviato tutto alla tua email. Grazie

Thank you very much, umbertominniti, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello umbertominniti,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite ExclusiveBet Casino to join the conversation.

Dear ExclusiveBet Casino,

Could you please explain why the player's withdrawal has not been processed, given the significant amount of time that has passed? Additionally, could you inform us when the player might anticipate receiving their funds?

Dear Casino Guru,

we have already communicated to Mr Minniti that his withdrawal is scheduled for the 8th of January.

The sum has already been allocated and approved to be paid on the 8th of January.

Kind regards

I confirm that the casino has notified me via email that the payment will be made on January 8th, I will update you as soon as possible, thank you very much!

confermo che il casinò mi ha avvisato via email che il pagamento avverrà l'8 gennaio, vi aggiornerò al più presto, grazie mille!

Dear ExclusiveBet Casino,

Thank you for your response.

Dear umbertominniti,

While I understand that you anticipated the payment to be made much sooner, there might be various factors that contributed to the delay, and it might not entirely be in the casino's hands. I will set a reminder for January 10th and will follow up for an update if I do not hear from you regarding the receipt of the payment before then.

Hello, case solved, the payment was made yesterday as agreed with the casino manager, I thank casino guru for the help and I thank the casino. Have a nice day

Salve, caso risolto,il pagamento è avvenuto ieri come da accordo con il responsabile del casinò, ringrazio casino guru per l'aiuto e ringrazio il casinò. Buona giornata

Dear umbertominniti,

Thank you for your confirmation. I'm glad to hear that you received your winnings as per the agreed schedule and that even our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru