TopBet Casino - 選手の退場が遅れている。

I have been given the run- around about my funds . No matter how many times i call, they do not return my calls. I email them and they send emails never answering my questions . They can't even give me an approx date to expect payment, even though their own rules say between 15 to 20 business days. They don't even give a comp for making me wait so long . Terrible customer service ! I feel like they are scam artists. Please help if you can

Hello cmurry,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TopBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Thank you Nick, I have been playing in this casino for a couple years , but never won anything until now. When i requested my withdrawal and sent a copy of all items they requested , their verification dept. approved everything on 4-1-23. I used real money deposits through credit cards. I have left more messages on their phone which they never return. I have contacted by email 5 times. On 4-26-23, Rep Aira said by email that they were looking to be updated from ''payments team'' when i asked why payment was late and when i can expect it. On 4-28-23, Rep. Klodine said by email that my withdrawal was added to the queue. Said the delay was due to the volumes of withdrawal request. Said i would be updated once an update was received from ''payment processor''. I was never updated ! On 5-2-23, Rep. Steven said payouts are being done in ''batches''and others are being affected by the delay as well. Steven said my name is on a priority list. He said once they get the first batch of tracking numbers, i will be included. He said he is waiting to be updated and will update me when he knows. I was never updated! On 5-7-23, Rep. Aira said by email that there has been no update from ''payments team''. Said they will request another update and will update when payments team respond. Have not received an update as usual! On 5-10-23, Rep. Steven said they are doing payout in batches and i am on the priority list. Said he is waiting for batch of tracking numbers. Today is 5-13-23 and i am tempted to send yet another email today knowing they will say the same thing, however i will allow your team to try to make sense of all this . I am so thankful I was not depending on this to pay a debt . As i said before calls to their phone always go unanswered . They will not call back. Thank you for your help!! Carolyn M****

Thank you cmurry for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, cmurry,

I am sorry to hear that your withdrawal has been delayed, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite TopBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear TopBet Casino team,

Could you please state the reason why the player's withdrawal has not been fully processed yet, and what is the estimated time frame for the payment to be processed?

Thank you in advance for providing the information.

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 cmurry,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru