PokerBet Casino - プレイヤーの撤退が遅れています。

Hi, I'm Riccardo M.

First of all I would like to specify that the country is Italy/Poland and not Puerto Rico. I don't know why I can't select the right country.

On December 19th I registered on this platform. At first I asked by email if I could play and withdraw from both Poland and Italy since I am an Italian resident but am often abroad, as well as the withdrawal and turnover limits.

I was told that there is no problem and so I sent all the documents and my account was verified.

I paid €1500 and when I got to about €2500 I wanted to withdraw but I couldn't because the site said I had to upload documents. So, I sent a photo of the card I used by email and they told me I could withdraw.

I didn't withdraw anymore but I continued to play and in about 10 days, winning and losing I reached a total of €40,310.00.

so I wrote to the casino to say that I want to withdraw both because I don't want to lose the win since I'm satisfied but also because €40,000 is the monthly withdrawal limit.

Since there was no bank transfer option I requested €9,000 on Mastercard. It's been 3 days already (in the terms and conditions it says within 72 hours) but the last communication with the casino is from 3 days ago where they said they were waiting for feedback about the routine gameplay check but I haven't had any more info.

Since it is a nice win and I would like to avoid falling into psychological games to get me to play and lose (since it was already happening but I managed to recover), since the account is already verified twice I asked the casino to communicate to me a 5-week plan to withdraw this €40,310.

can you help me?

obviously I have about 120 screenshots referring to account, communication with the casino, balance, transaction screenshots and also some screenshots of all the times when the game magically crashed and I had to refresh everything.

For convenience I could send them by email because there are a lot of photos.

Now, I kindly request you to mediate and contact the casino to avoid these psychological games.

I understand that it is a large amount, I work in Anti money laundering and I know the procedures, but I won and I would like to avoid these techniques used by other Casinos.

Thank you

Salve, sono Riccardo M.

In primis vorrei specificare che il paese è Italia/Polonia e non Puerto Rico. Non so perché non riesco a selezionare il paese giusto.

il giorno 19 dicembre mi sono registrato su questa piattaforma. Dapprima ho chiesto per mail se potessi giocare e prelevare sia da Polonia che da Italia visto che sono residente italiano ma spesso sono all’estero, nonché i limiti di prelievo e di turnover.

mi è stato detto che non c’è alcun problema e ho così mandato tutti i documenti e il mio account era verificato.

ho versato 1500€ ed arrivato a circa 2500€ volevo prelevare ma non si poteva perché nel sito c’era scritto di dover uploadare dei documenti. Così, per mail ho inviato la foto della carta utilizzata e mi hanno detto che potevo prelevare.

Non ho prelevato più ma ho continuato a giocare e nel giro di circa 10 giorni, vincendo e perdendo sono arrivato ad un totale di 40,310.00€.

così ho scritto al casino per dire che voglio prelevare sia perché non vorrei perdere la vittoria dato che sono soddisfatto ma anche perché 40.000€ è il limite di prelievo mensile.

Visto che non c’era l’opzione del bonifico ho richiesto 9.000€ su Mastercard. Sono passati già 3 giorni (nei termini e condizioni c’è scritto entro 72h) ma l’ultima comunicazione col casino è di 3 giorni fa dove dicevano che attendevano un feedback circa il controllo di routine del gameplay ma non ho avuto più info.

Siccome è una bella vittoria e vorrei evitare di cadere in giochi psicologici per portarmi a giocare e perdere (visto che stava già capitando ma sono riuscito a recuperare), visto che l’account è già verificato due volte ho chiesto al casinò di comunicarmi un piano di 5 settimane per prelevare questi 40310€.

potete aiutarmi?

ovviamente ho circa 120 screenshot riferiti ad account, comunicazione col casin, balance, transaction screenshot ed anche degli screenshot du tutte le volte che magicamente il gioco si bloccava e dovevo refreshare tutto.

Per convenienza potrei inviare per mail perché sono tante foto.

Ora, chiedo gentilmente di mediare e ti contattare il casino per evitare questi giochi psicologici.

capisco che è una bella cifra, lavoro in Anti money laundering e conosco le procedure, ma ho vinto e mi piacerebbe evitare queste tecniche usate da altri Casino.

Grazie

Dear ricmastrangelo,

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 the 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, please, let us know and we will intervene and try to help you.  

If you worry about playing away your money, I suggest you install BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No one is providing me any timeframe. In other past experiences the regular gameplay checks was done by few hours.

here is more than a week since I started to request withdrawals with my account being full verified 3 times. At the beginning with my KYC, then with my credit card picture and then again with my selfie with document and a white paper with some provided info to write.

I do not understand the concern but at least the good news is that even if I wanted to play to win more I could not as they suspended me. However I don’t want to play anymore because in the last days I started to lose a lot and it was harder and harder to win again.

i simply asked the casino to provide me with a precise calendar in order to withdraw this balance which will be 50.017€ by Friday after I will redeem the cashback for bets and losses.

can you please assist?

Attaching all the evidences as communicated by you via

my final balance is 50 017€ including the cashback of these days.

i provided always promptly all the documents and information requested

And several times I also experienced errors after many bets lost and I could not Continue the series of betting and I should start from the beginning so the rtp was basically cancelled and it should start again. I have never created issues even tho I experienced not always a smooth game. I have always cooperated with their requests and many times I was the one that in advance asked to provide everything in order to avoid issues later. (E.g KYC when I registered)

If you need any other specific information/documentation do not hesitate to ask me

thank you

It’s incredible. When you need to deposit it is an instant, when you win it is always a marathon.

i understand all the procedures, requirements and steps but I frankly do not understand how it is possible to prolong like this.

The normal gameplay check by provider is done by few hours. More or less I placed 6700 spins in total (losses and win) so they have all softwares to check that easily.

It is the first time I experience this. Even in the past with large wins it was not super fast but not like this

this is the news of today. I try to log in at home with Wi-Fi and this is showed.

if I use my normal data with polish number it works but until yesterday I could normally log in and play!

can you please assist to speed up my payouts?

All of this is starting to be quite uncomfortable

Can you please help me to understand what is the issue?

Frankly, I have trouble identifying what the problem is.

I am fully verified, passed KYC, verified deposits via credit card verification, met all wagering requirements, did not use bonuses to play. I have collected wins after sharp losses. I finally decided to stop and withdraw my winnings so as not to be greedy and lose everything.

Furthermore, the terms and conditions stated a timeframe of 78 hours maximum for the approval of payments but now it is already almost two weeks.

Also, respecting the limits of €10,000 per week it would have taken me 5 weeks and therefore until February 7th. But no one has started paying me and so everything is delayed.

At this point I kindly ask you to operate a solution that allows me to withdraw my winnings correctly respecting the times in order to complete the full withdrawal of the sum by mid-February.

I await news

Francamente ho difficoltà ad identificare quale sia il problema.

Sono ampiamente verificato, ho superato il KYC, ho verificato i depositi tramite la verifica della mia carta di credito, ho rispettato tutti i wagering richiesti, non ho utilizzato bonus per giocare. Ho collezionato vittorie dopo brusche sconfitte. Ho deciso finalmente di fermarmi e ritirare le mie vincite per non essere avido e perdere tutto.

Inoltre, nei termini e condizioni era scritto un timeframe di 78h massime per l’approvazione dei pagamenti ma oramai sono già verso due settimane.

Inoltre, rispettando i limiti di 10.000€ a settimana mi sarebbero volute 5 settimane e quindi fino al 7 febbraio. Ma nessuno ha iniziato a pagarmi e quindi è tutto ritardato.

A questo punto chiedo gentilmente di operare una soluzione che mi faccia ritirare le mie vincite in maniera corretta rispettando i tempi in modo da ultimare il ritiro intero della somma entro metà febbraio.

Attendo news

Dear Team, also, if you could update the thread because the final amount won and to be withdrawn is €50,017.56.

Thank you

Gentile Team, inoltre, se poteste aggiornare il thread perché la somma finale vinta e da ritirare è 50 017,56€.

Grazie

I basically invested €1500 and won and now I've been fooled and scammed?

No one communicates or makes me understand why I am not getting paid

Ho praticamente investito 1500€ e vinto e ora sono stato preso in giro e scammato?

Nessuno comunica o mi fa capire perché non vengo pagato