ProntoBet Casino - 選手の14,000ユーロの出金が遅れた。

Hello dear team,

I would like to file an official complaint.

I had requested large winnings from the above-mentioned casino a few weeks ago. However, I ended up playing these winnings back since the casino kept me waiting for weeks with some sort of stalling techniques.

Now, I have several pending withdrawals amounting to 14000 euros. My account has been fully verified. The support team always says, it takes a few working days for the relevant team to process everything. Once the withdrawal has been approved, it will take another up to 5 working days.

It's been 14 days now and nothing has happened. I have sent multiple emails to the support team, pleading with them to hasten this process due to my large deposits. In response, I was told: we have no influence over the payments. The team processes applications upon receipt.

This really cannot be their priority. I have tried everything, but the casino simply keeps one waiting so long until the player gambles all their winnings back.

I want to receive my winnings and then leave the casino as soon as possible…

Please help me dear Gurus

Hallo liebes Team,

ich möchte hiermit eine offizielle Beschwerde einreichen.

Bereits vor mehreren Wochen hatte ich beim oben genannten Casino größere Gewinn - Summen beantragt. Jedoch habe ich diese wieder verspielt, da das Casino mich über Wochen mit irgendwelchen Hin - halte - Techniken vertröstet hat.

Nun habe ich erneut einige schwebende Auszahlung in Höhe von 14000 Euro. Mein Konto ist vollständig verifiziert. Der Support meint immer nur, es dauert einige Werktage, bis das entsprechende Team alles bearbeitet hat. Wenn die Auszahlung frei gegeben wurde, dauert es noch mal bis zu 5 Werktage.

Das ganze ist jetzt wieder 14 Tage her - und nichts passiert. Ich habe mehrfach dem Support eine Email geschrieben, mit der Bitte, aufgrund meiner hohen Einzahlungen, dieses ganze Sache doch etwas zu beschleunigen. Als Antwort bekam ich: wir haben keinen Einfluss auf die Zahlungen. Das Team bearbeitet nach Eingang der Anträge.

Das kann doch wirklich nicht deren erst sein. Ich habe alles versucht, aber das Casino hält einen einfach so lange, bis der Spieler alles wieder verspielt.

Ich möchte einfach meine Gewinne ausbezahlt bekommen und werden dann schnellstmöglich das Casino verlassen …

Bitte helft mir liebe Gurus

Dear Robin1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ProntoBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been able to withdraw successfully from the casino in the past?
• Which payment method have you opted for when requesting withdrawals?
• When was the last time you were in contact with casino support, and what response have you received?
• Do I understand correctly your account has been blocked?

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,

Tomas

Hello Tomas,

many thanks for your response.

I will answer your questions as follows:

• No, I haven't been able to make a withdrawal yet. The casino has been putting me off for several weeks.
• I opted for the payout

Bank transfer decided

• The last time I had contact with the casino was on February 5th, 2024... there I asked for expedited processing with the following response: "Our payment team tries to process withdrawal requests within 1-3 business days after reviewing the requested documents. Unfortunately we cannot speed up the process as this depends on our payment department.

If you have any questions about this or anything else, please let us know. We're happy to help!

Best regards,

Romuald

Prontobet German-speaking support

• my account is NOT blocked and I am fully verified

Best regards

Robin

Hallo Tomas,

vielen Dank für deine Antwort.

Deine Fragen beantworte ich wie folgt:

• nein, ich konnte noch keine Auszahlung tätigen. Das Casino vertröstet mich seit mehreren Wochen.
• für die Auszahlung habe ich mich für die

Banküberweisung entschieden

• das letzte Mal Kontakt hatte ich mit dem Casino am 05.02.2024 … dort hatte ich um eine beschleunigte Bearbeitung gebeten mit folgender Antwort: „ Unser Zahlungsteam versucht, Auszahlungsanfragen innerhalb von 1-3 Werktagen nach Überprüfung der angeforderten Dokumente zu bearbeiten. Leider können wir den Vorgang nicht beschleunigen, da dies von unserer Zahlungsabteilung abhängt.

Wenn Sie Fragen dazu oder darüber hinaus haben, geben Sie uns bitte Bescheid. Wir helfen gerne!

Mit freundlichen Grüßen,

Romuald

Prontobet Deutschsprachiger Support

• mein Konto ist NICHT gesperrt und ich bin vollständig verifiziert

liebe Grüße

Robin

Thank you very much, Robin1989, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Robin1989,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know I have found this in the casino's payment policy

Although I understand that you want to receive your withdrawals as soon as possible, there might be some factors that can have an impact on the processing times, and it is not always in the casino's hands. However, I will contact the casino to shed more light on this.

We would like to invite ProntoBet Casino to join the conversation.

Dear ProntoBet Casino,

Can you please provide information regarding the delay in processing the player's withdrawal, considering that the standard 1–3 business days timeframe has elapsed?

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.

Dear Robin1989,

I haven't received any response from ProntoBet Casino. Have you, by any chance, received the funds in the meantime?

Dear Robin1989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Michal,

Please excuse the late reply.

My winnings have not yet been paid out. Instead, just excuses keep coming.

I also requested current GDPR information more than 5 weeks ago. No feedback here either.

I think I stumbled upon a dubious casino here. Or how do you see that?

Many thanks and kind regards

Robin

Hallo Michal,

bitte entschuldige die später Rückantwort.

Eine Auszahlung meiner Gewinne hat bisher nicht stattgefunden. Stattdessen kommen immer wieder nur Ausreden.

Auch nach einer aktuellen DSGVO - Auskunft habe ich vor mehr als 5 Wochen angefordert. Auch hier keine Rückmeldung.

Ich denke, ich bin hier auf ein unseriöses Casino getappt. Oder wie siehst du das?

besten Dank und liebe Grüße

Robin

Dear Robin1989,

I'm sorry to hear that. Unfortunately, I have been informed that the casino is not interested in solving player complaints with us. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. In the meantime, I recommend you contact the Kahnawake Gaming Commission via complaints@gamingcommission.ca and submit a complaint to them. The 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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino.Guru