Speedybet Casino - プレイヤーの撤退が遅れています。

Hello,

I had tried a new casino, namely Speedybet, i gamble quite a lot on online casinos. Last year I have been playing on Boomcasino, when i saw that they have a sister company, speedybet, with a welcome deposit bonus. I thought it was a nice moment to try it out, as my experience with Boomcasino till so far, was very pleasant. They always process my winings very quick and without any issues. I remember my verification process went also very smooth.

So I logged into Speedybet, via Trustly, for direct ID verification. After that i deposited 80 euros if i remember correctly. And got a deposit bonus. What I always do, is read the T&C very carefully.

While playing some games I hit a big win on 2 euro stake. In the end after my wagerind i withdrew 4800 euros.

When I made my withdrawal, i thought everything was allright. Until the next day they send me an email asking, not for my proof of adress and ID as normally, no, they wanted my bankstatement for the last 3 months. AND my most recent paycheck.

I though this was very personal information, but as i know if i refuse that info to them they wont process my money. So i did send them the documents. After a week passed I still did not hear anything from them, and decided to send them an email. After no response i send them a chat message.

They told me in chat that the relevant department was busy with it and that they would contact me. After closing chat I saw i received an email. And you guess it, it was Speedybet telling me i need to send them additional documents.

They wanted even more personal information, they asked me for my bankstatement of my savings account AND they wanted to receive any winnings I had in the last months on any online platform or any other source of income.

For me this was quite a breach of my personal space, but feeling quite powerless I did as they asked, and send them all the information they asked. In the form of official banknotices with showed all the deposits in my bankaccounts and I even send them a screenshot of my winnings at Cookiecasino, (I had quite a good week with the roulette).

After this, they have not let me know anything. I contacted them through email, through chat, and all they tell me is to keep waiting, and that they can not tell me how long it will take.

Its now almost 3 weeks since my first attemt for withdrawal. And almost 2 weeks since i send them my last document update.

Could you please help me to figure out what is going on with Speedybet. And why they dont want to hold unto their side of the bargain.

I have read some other people having this bad experience with the withdrawal processes at Speedybet. As i can see you give recommendations on online casino's. I would like to have you contact them as a sepparate party to see if what they are doing is honest.

Thankyou very much,

Kind regards,

Rafik el Y***

***@hotmail.nl

Netherlands

Dear RAFIK,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. It isn’t anything unusual to ask for proof of income. However these documents, which were requested, in my opinion are a little bit too much.

Before we move forward with this complaint, would you be so kind and send any relevant communication between you and the casino to kristina.s@casino.guru?

I hope we will be able to help you as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

First of all thankyou for your quick reply and thankyou for looking into this matter!

I have send you information about my mail contact with speedybet, through email.

If you need any additional info just let me know.

Kind regards,

Rafik el y***

Thank you very much RAFIK for your reply and email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Rafik,

I looked at your complaint and will do my best to help you. I would like to invite Speedybet Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Speedybet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.