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I made a withdrawal on Friday, they told me that in a few hours it would be processed (or maximum 24) 3 whole days have passed and there is no news from anyone, they do not answer the emails I have sent, they do not respond to the live chat, they have left to pay, I have the account 100% verified by them, this is a big casino scam, please help

Hice una retirada el viernes, me dijeron que en unas horas seria procesado ( o maximo 24 ) han pasado 3 dias enteros y ya no hay noticias de nadie, no contestan los e mails que he enviado, no responden al chat en vivo, han dejado de pagar, tengo la cuenta 100% verificada por ellos, esto es una gran estafa de casino, ayuda por favor

Hello Turele,

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

Could you please advise since when is your account fully verified? 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

My account has been verified since last Wednesday, they already paid me a withdrawal on Thursday, since Friday they have not answered anything, neither emails nor chat, it is as if they had disappeared, my withdrawal is still pending, in its terms and conditions it says that they pay in 24 hours maximum, it smells strange, very strange

Mi cuenta está verificada desde el miercoles pasado, ya me pagaron una retirada el jueves, desde el viernes no contestan a nada, ni mails ni chat, es como si hubieran desaparecido, mi retirada sigue pendiente, en sus terminos y condiciones pone que pagan en 24 horas maximo, huele raro, muy raro

Hello Turele,

As mentioned above, the withdrawal may take up to 14 days so I would definitely recommend to wait only. Please let us know once it would take longer.

If you want, I can wait longer, but this smells very strange, it's already 5 days, when in your terms and conditions it says a maximum of 24 hours, also they don't answer any email or live chat, I need your help, please

Si quiere puedo esperar mas tiempo, pero esto huele muy raro, ya son 5 dias , cuando en sus términos y condiciones pone maximo 24 horas, ademas que no contestan a ningún e mail ni al chat en vivo, necesito de su ayuda, por favor

Hello Turele,

The recommended time frame should end this week, can you advise if there's been any update with your payment? If there won't be any by the end of the week, we can try to intervene.

Hello, there has not been any update, they told me that they should be smaller amounts, which is very strange, they never answer my emails or the chat, they do not want to pay, now there are 4 amounts worth 1400 euros

1 of 500

1 of 400

1 of 300

1 of 200

None are processed when up to two were previously processed, 100% verified account

I have all the emails sent without answering and all the captures of the transactions, please help

Thank you

Hola, no ha habido ninguna actualización, me dijeron que fueran montos mas pequeños, cosa muy rara, jamas me contestan a los e mails, ni al chat, no quieren pagar, ahora son 4 montos por valor de 1400 euros

1 de 500

1 de 400

1 de 300

1 de 200

No se procesa ninguno cuando anteriormente se me procesaron hasta dos, cuenta 100% verificada

Tengo todos los e mails enviados sin responder y todas las capturas de las transacciones, ayuda por favor

Gracias

Hello, my withdrawal is still not processed after many days, it is supposed to be a serious and legal casino, could you help me, please? Contact them and give them a solution, thank you very much

Hola, mi retirada sigue sin procesarse despues de muchisimos dias, se supone que es un casino serio y legal, podrian ayudarme, por favor ? Contacten con ellos y que den una solución, muchas gracias

Thank you Turele for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Turele,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Dexterbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Dexterbet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan,

I can confirm that the player Turele is already paid for more than a week. And also i can confirm that he doesn't have any pending withdrawals at the moment.

I can also confirm that he (Turele) deactivate his player account by himself.

500.00 € - 02 Jun 13:58

330.00 € - 02 Jun 13:44

200.00 € - 23 May 10:39

1000.00€ - 21 May 12:40

600.00 € - 19 May 16:22

Exactly, why did that happen? I had another withdrawal of 1000 euros that after +9 days was not processed, they broke the terms and conditions, in the end I canceled the withdrawal and lost it, exactly, because of their fault for not having processed it in 24 hours as you say, you are scoundrels, run away of this casino as soon as possible they will do everything possible for you to lose your money and not pay

Exacto, por que ocurrio eso? Tenia otra retirada de 1000 euros que despues de +9 dias no estaba procesada, incumplieron terminos y condiciones, al final cancelé la retirada y lo perdí, exacto, por su culpa de no haberlo procesado en 24 h como decís, sois unos sinvergüenzas, huyan de este casino cuanto antes haran lo posible por que pierdas tu dinero y no pagar

Hello,

I am very sorry to hear that from you, sir.

Our withdrawal waiting time is up to 0 to 2 business days. I can't see that you have waiting for 9+ days.

Also, i can see that you don't have any pending withdrawals in the system.

Best regards

Hello Casino Guru,

Why this complain is still open, can you please review it.

Best regards,

Dexterbet Team

Dear Turele,

I'm glad to hear that your issue has been resolved successfully and I am sorry that you lost the rest of your funds.

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,

Stefan