CoinBets777 Casino - Ο παίκτης δεν έλαβε ακόμη τα κέρδη του.

Says California but actually Colorado. I started my withdrawal on 5-19, sent over my info on 5-20. Sent multiple follow up emails to verify the info had been received and that they had what they needed. No response via email. Contact via customer support live chat is always fine, but it's the same script. They ask for my BTC address, then say that the payout will come in the next 24-48 hours, that the holdup is due to a "high volume of payout requests" then silence. They never offer any info beyond "wait another 24-48 hours"

9 days now, no response to emails and the payout is still on "requested" not pending, not anything. Like no progress has been made in the time they've had my info. I understand that review can take awhile for first payout, but between the payout being stuck on "requested" and the other, similar experiences posted here, I believe they're going to delay payment indefinitely without reaching out for outside assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Arock85,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks for the response. Reached out again today. They say the exact same thing. The exact same script. "Will reach out to finance, sorry for the delay, will update you soon, please wait 24-48 hours." I've been getting these exact same lines from them every single time I talk to customer service on live chat. Every email I've sent to customer support has been unresponded to. And the payment is still only on "requested." Meaning that they have made absolutely no progress on the payment in the entire time they've had the request.

Between the scripted, canned replies, the complete ghosting from email and the complete lack of progress on the requested payout. I get the feeling they simply stole my money and will never actually pay out the account. I'll keep you updated, but as I said, they verbatim used the same lines on customer support chat this time as they did last week and every chat I've had with them prior.

Dear Arock85,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nope, no payout, no results, contacted them via live chat today and got the exact same response. "Please give us your BTC wallet address, will update you in 24-48 hours." The exact same 24-48 hour response I've gotten since first reaching out to them over a week ago.

Also still have no response via email to any of the several emails I've sent to them.

The payout was still on "requested" and now it still says it's pending but I can even view its status as it only displays the current month and the request was made last month.

So yeah, the only update is radio silence and the scripted 24-48 hour response on live chat

Thank you for responding.

Another update. Now they are claiming they never received my documents even though I sent them on 5-20 and have sent several follow up emails. Resent that, but they're also asking for a photo of me holding my ID in spite of never having been requested to do that from any other casino, ever.

But yeah... Progress perhaps? Along with losing my documents and asking for something absurd... But maybe progress.

And now they just ghost me on live chat now that all my documents have been sent. Instead of disconnecting, they just stop responding and remain silent for 20 minutes no matter how many chats I send. I've screenshotted every single conversation so I have all of this behavior on their end documented.

Dear Arock85, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Karla

Thanks for the reply, I will also send an email follow up with the documentation of my claims but I'll summarize it all here.

• I have made successful withdrawals from plenty of other casinos before. But this is my first attempt from coinbets.
• I don't know if I've passed the KYC verification because in spite of sending the requested documents several times, I never get a response via email and am now getting ghosted in the live chat. But I can verify that I sent all requested documents and have successfully withdrawn from other casinos with the exact same documents. I should also note that in a prior conversation with them before claiming they didn't have my ID documents, they confirmed that they DID have them. I sent screenshots of both conversations in my email to you.
• I had no active bonuses of any kind during the play.
• I won the money playing slots.
• I will send emails of screenshots of my chats with customer service, including the ones from today where I received no reply from live chat over the half hour I was connected with them. As well as the emails I sent to their support, never receiving any response from any sent email.

Thank you for following up on this issue. Hopefully it will prevent others from getting their money stolen by this casino.

Hello Arock85,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Arock85,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Arock85,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear CoinBets777 Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia