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I've been trying to withdraw my money for weeks, I still haven't received an answer, it's 329 eur, they only say that the department in charge will give them an answer why I can't withdraw my money, I'm tired of withdrawing everything, I only wanted to withdraw a part (110eu), and still They have already canceled it and I have tried several times and they only tell me that the area in charge has not given them an answer, neither now nor have they ever given an answer, that I have to wait for an answer, they do not give me contact to communicate with that area in charge

I have more files, but it won't let me send more

Llevo semanas intentando retirar mi dinero sigo sin resivir respuesta son 329 eur, solo dicen que el departamento encargado les dará una respuesta el porque no puedo retirar mi dinero, me cansé de retirar todo, solo quería retirar una parte (110eu), y aún así me la cancelan ya e intentado en varias ocasiones y solo me dicen que el área encargada no les ha dado respuesta ni ahora ni nunca le han dado respuesta, que debo esperar a una respuesta, tampoco me dan contacto para para comunicarme con esa área encargada

Tengo más archivos, pero no me deja enviar mas

Dear juan123321,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? How long ago you requested your withdrawal?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

"Could you let me know if your account has been fully verified?"

If it is

"Have they told you why you can't withdraw your winnings?"

No, as I was telling you, they told me that the department in charge hasn't given them a reason yet, so in all conversations

"How long ago did you request your withdrawal?"

I asked for the last withdrawal yesterday for a value of 110 euros, and it was rejected

"¿Podría informarme si su cuenta ha sido completamente verificada?"

Si lo está

"¿Le han dicho por qué no puede retirar sus ganancias?"

No, como le comentaba me dijeron que el departamento encargado no les ha dado una razón todavía, así en todas las conversaciones

"¿Hace cuánto tiempo solicitaste tu retiro?"

El último retiro lo pedí ayer por valor de 110 euros, y se me fue rechazado

Thank you for sharing all the required details, juan123321. Your complaint will be forwarded to my colleague Peter (peter.c@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello there,

Thank you juan123321 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LiveBet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Still no answer?

Siguen sin responder?

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.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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 recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Antillephone Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter