TopBet Casino - Povlačenje igrača je odgođeno.

I started a withdrawal back on March 24, 2021 in the amount of $250.00 which is the maximum withdrawal amount based your first withdrawal with Topbet.   After jumping through numerous hoops for more than a week and daily emails regarding my verification documents being Denied multiple times, they finally were verified and approved on Tuesday April 6, 2021, via a RECEIVED email response FROM: customer support agent, Joan @

TopbetSecurity <verification@topbet.eu> 

Her RESPONSE was this:

"Hi Janet,

Thank you for contacting us!

We are PLEASED to INFORM you that your submitted documents HAVE been RECEIVED, REVIEWED, and VERIFIED. "ALL" REQUIRED documents "ARE" VERIFIED we will "WORK" on your PAYOUT request NOW.

If you use a new card with us, we will require that card to be verified as well before requesting a withdrawal. Your photo ID will not be required again because it is already verified.

If you need further assistance concerning this matter, please do not hesitate to contact us."

Sincerely,

Joan

On April 17th, I contacted Topbet via email asking approximately when I could expect my check in the mail, they replied 1 day later on April 18th,  and I was advised of the following processing timeframe of, 15-20 business days AFTER the withdrawal has been added to the "payout queue". (Whatever, that actually means) 

On May 3, 2021, I again contacted them, (always via email, because PHONE SUPPORT apparently doesn't even EXIST unless you're going to make a DEPOSIT, and from there you can actually speak with a human); requesting the current status on the withdrawal.

This time I received an email response from, customer support agent, Issac, on the SAME DAY, (May 3, 2021), with the current response:

"On Mon, May 3, 2021, 5:20 PM TopbetLiveSupport <support@topbet.eu> WROTE:

"Hi Janet,

Thank you for contacting customer service and we are glad to assist you today.

As per checking, your PAYOUT WAS ADDED to our WITHDRAWAL QUEUE last 04/18/2021. and TODAY is the "10th" BUSINESS DAY since it was added to our withdrawal queue.

Our payout time frame may take 15-20 business days once added to our withdrawal queue. Rest assured that we will notify you immediately once the tracking number of your payout is available."

Regards,

Isaac

In other words I have now surpassed the 15-20 business day waiting period, and now only receive a copy and pasted email over and over about how my withdrawal is still unavailable. I have numerous emails and documentation to support my claim.

Dear Janet,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received the transaction tracking number from the casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

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

Best regards,

Petronela

Thank you very much, Janet, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Janet!

I will take care of your complaint from now on. I would like to invite representatives of TopBet Casino into this complaint in order to help us resolving the issue with your withdrawal.

Thanks

Why is it taking so long for them to respond, yet they are so quick to respond to my many emails with their standard "it's still not available" excuse. This is absolutely absurd.

We would like to ask TopBet 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.