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Hello, I requested a withdrawal of 14,000 euros from this casino on October 4th, 2020. A few days later it said that this application had been canceled. I wrote in the live chat with a member of staff who told me that it was being processed at the moment and that they would contact me via email soon. Today on October 12th I wrote to an employee again who said I should have canceled the money and gambled it away ...

Hallo, ich habe bei diesem casino am 04.10.2020 eine Auszahlung von 14000 Euro beantragt. Ein paar Tage später stand dort nun das dieser Antrag storniert wurde. Ich habe im live Chat mit einem Mitarbeiter geschrieben dieser sagte zu mir das es im Moment bearbeitet wird und sie sich bald per Email melden werden. Heute am 12.10. Habe ich nochmals einen Mitarbeiter angeschrieben dieser meinte ich soll das Geld storniert und verzockt haben...

Dear Dennis,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Please could you confirm that you haven’t provided access to your account to any 3rd party? Do you have any screenshots showing €14,000 in your balance or, ideally, game history which you could forward to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Additional comments from the player:

"Hello,

Thank you for handling my complaint.

Yes, I can confirm that I have not forwarded my pw to anyone.

I also took screenshots. On October 5th At about 10:31 a.m. the status was still pending. In the evening at 10:02 p.m. this was canceled. A list of the game history is unfortunately not provided by this casino ...

I have also added the chat history. It may be of some help. I had the chat with Mr. Addy.m on October 5th. Run at 10:06 p.m. and this has confirmed to me that your payout team is currently checking the payout. The gentleman. Aiden.m wrote to me on October 12th that I canceled the money myself and gambled it away. And in the last course at 10:01 p.m. I should have gambled away the 14,000 euros. "

Additional comments from the player:

"Hallo,

Danke das sie meine Beschwerde bearbeiten.

Ja ich kann bestätigen das ich niemandem mein pw weitergeleitet habe.

Ich habe auch Screenshots gemacht. Am 05.10. Um ca 10:31 Uhr war der Status noch auf ausstehend. Am Abend 22:02 Uhr war dieser auf storniert. Eine Liste vom der spielhistory wird von diesem casino leider nicht bereitgestellt...

Ich habe auch den chatverlauf hinzugefügt vllt kann dieser etwas weiterhelfen. Den Chat mit dem Herren Addy.m habe ich am 05.10. Um 22:06 Uhr Geführt und dieser hat mir bestätigt das ihr auszahlungsteam gerade die Auszahlung überprüft. Der Herr. Aiden.m schrieb mir am 12.10 das ich das Geld selber storniert habe und es verspielt habe. Und im letzten Verlauf Um 22:01 Uhr soll ich die 14.000 Euro verspielt haben."

Thank you very much, Dennis, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Dennis,

I looked at your case and emails and understand your situation. I will contact the casino and see what can be done.

We would like to ask the SELECT.bet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Dennis and CasinoGuru representatives,

Thank you for your patience.

We would like to share the following statement as per our Management Staff.

The initial withdrawal request from customer's side was made on 04/10/20 15:03:23.

Afterwards, on the same side player's decided to cancel the witdrawal at 05/10/20 19:08:20 (GMT/UTC)

The outstanding balance of 14,000 € was played on the following casino titles in SELECT.Bet:

• Game of Gladiators
• Book of Ra Deluxe 6
• 4 Horseman 2
• Lucky Oktoberfest

Gaming history can be provided in a separate conversation with the forum's administrators.

Kind Regards,

SELECT Bet Casino Team

Hi Dennis,

I'm discussing the issue with a casino rep by Skype. I will keep you updated.

Hi Dennis, do you have access to your game history?

Hi yes, I checked. Here I should have gambled away the money on October 5th, 2020 around 7:00 p.m. But that cannot be because I did further training during this period.

So it is obvious that an employee of this casino has logged in and gambled away the money. I don't give my passwords to anyone, I also use different ones everywhere. Nobody knew about the win.

Hi ja, ich habe nachgeschaut. Hier soll ich das Geld am 05.10.20 um ca 19:00 Uhr verspielt haben. Das kann aber nicht sein da ich in diesem Zeitraum eine Weiterbildung gemacht habe.

Es ist also offensichtlich das sich ein Mitarbeiter dieses casinos sich eingeloggt hat und das Geld verspielt hat. Den meine Passwörter gebe ich niemandem weiter, ich benutze auch überall ein anderes. Von dem gewinn hat auch keiner gewusst.

Hi Dennis,

I'm afraid I won't be able to help you. The casino insists that you played away your funds. However, they can't provide any evidence. The only thing I can do is to mark the complaint "unresolved" and recommend you to read the casino's review before you register and play to avoid this kind of situations. As a last resort, you can submit a complaint with the Curacao Gaming Authority (certria@gaminglicences.com). It's not the best license out there, but they might be able to help. Please let me know how/if the gaming authority responded (my email address: peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter