Bobby Casino - 選手の退会が遅れました。

I went through the KYC verification process and requested payout. Ive been given the runaround ever since. They keep saying wait until I hear from payment processing. They communicated to me saying I was verified so whats the hold up? I have been patient. Their website says crypto withdraw takes 2 to 3 days. its been 2 months. Last communication they said someone would get back to me in 24hrs...That was 2 days ago.

Dear sofaking27,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

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. 

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

I have not tried any withdraws nor have I deposited. They told me if I deposited before getting payout that it would nullify my winnings and the max cashout would still apply to my deposit and any winnings. I read through the T&C thoroughly and have complied with everything they asked of me (documents etc) Initially I asked them if the $100 could just be put back in my account with the restrictions taken off but was told i needed to cashout then redeposit. In any event, I was told it would take 3 to 4 days for Bitcoin deposit. Every time Ive contacted them they keep saying for me to wait for an email from the "withdraw team" with no difinitive answer as to when I should expect it..Just Wait , please wait etc etc. I have a folder of the email and chats I attached when I initiated this complaint . I should submit again?

Thank you for your reply, sofaking27. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

It says pending. There is a $700 balance. When I requested the withdraw it was $800 and they deducted the $100. The balance would payback the initial chip and the rest would be voided from the account. I understood this. The last time I spoke to them they said it was under review and they would contact me within 24 hrs.

Dear sofaking27,

We are awaiting your bitcoin address, and once we get it, we will begin processing your withdrawal.

Kind Regards,

Bobby Casino

Ive given by address a few times. This is a tactic they use to stall. But I will be happy to send it again

Dear sofaking27,

We acknowledge that we have previously received your Bitcoin address, but it was in January. Thus, we merely need confirmation that we may transfer funds to the same Bitcoin address that you gave.

Kind Regards,

Bobby Casino

I sent my BTC address again as requested. We've come full circle! Now they say they have the address, the withdraw is approved but please wait for an email from the withdraw team which should be very soon. This is something familiar that I was told before. Then time goes by , I initiate contact again and Im told be patient, please wait until you hear from "withdraw team" and then it goes around again. What is comical about this is I told them repeatedly that I'd like the withdraw put into my account there with the restrictions lifted. Id end up spending the fake money on their site. At this point it I consider it fake because there is no chance to withdraw. Im finding certainly that online casinos are not real casinos at all, at least from my perspective. The playthrough requirements and max cashout make that impossible to be "real" ....I digress sorry. That is the latest on this one. My request was approved but still playing the waiting game.

They included a link to the T&C on their site. Under section 4 Item 4.4 It states :

4.4 The maximum time to process any first withdrawal is 21 days. This is due to Risk and Compliance verification and KYC Verification.

We are 60 days and I completed the KYC process and was verified before I ever requested a withdrawal. They do not follow their own Terms. That is why they have a BAD REPUTATION. Dont play here

Hi SofaKing27,

Your withdrawal has been processed. Kindly let us know once you receive your funds

Kind Regards,

Bobby Casino

Hello everyone,

Thank you both for your replies.

sofaking27, please, let me know when you receive the withdrawal so we can proceed with this complaint accordingly.

I didnt believe it at first, but, Yes the withdrawal was received .

Thank You! Bobby Casino and Thank You Casino Guru for your assistance

Dear sofaking27,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru