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Good afternoon, since last week it has been difficult for me to make withdrawals to my neteller account from the casino. I had already been making deposits and withdrawals with my neteller account as I was winning or losing and everything was very fast (in 15 min or less I had the money in my neteller account) and one day they denied me the withdrawal because I had to validate my account. The next two days I was sending and validating the documentation and finally they told me that my account had been verified and that I should redo the withdrawal request, I did it and the 72 hours that they indicated passed and the withdrawal was not processed. They told me that it was probably a problem with the platform because they had approved the request. Finally my application was canceled. That day later I made a deposit with my skrill account to validate if I could use it later to withdraw and I could but only 2 times, then the same thing happened to me as with neteller, normally withdrawals are processed in 15 minutes and this new skrill happened the same than with the latest from Neteller. To this day I still cannot withdraw my balance of 544 usd and I have written to them to see how it can be solved and they tell me that I must wait 72 hours again. Yesterday I lost the balance I had in the account and I wrote to them to see if they would cancel my withdrawal and they would return the balance to my account so that I could continue betting and they did not give me an answer either. What do you suggest I do? I don't want to keep adding money to the casino account until I resolve this withdrawal.

Buenas tardes, desde la semana pasada se me está complicando hacer retiros hacia mi cuenta neteller desde el casino. Ya venía haciendo depósitos y retiros con mi cuenta neteller según venía ganando o perdiendo y todo era muy rápido (en 15 min o menos tenía el dinero en mi cuenta neteller) y un día me denegaron el retiro porque tenía que validar mi cuenta. Los siguientes dos días estuve enviando y validando la documentación y finalmente me indicaron que mi cuenta había sido verificada y que por favor volviera a hacer la solicitud de retiro, la hice y pasaron las 72 horas que me indicaron y no se procesó el retiro. Me dijeron que seguramente era un problema con la plataforma porque ellos habían aprobado la solicitud. Finalmente me cancelaron la solicitud. Ese día luego hice un depósito con mi cuenta skrill para validar si podía usarla luego para retirar y pude pero solo 2 veces, luego me ocurrió lo mismo que con neteller, normalmente los retiros son procesados en 15 minutos y este nuevo de skrill sucedió lo mismo que con el último de Neteller. Al día de hoy sigo sin poder retirar mi saldo de 544 usd y les he escrito para ver como se puede solucionar y me dicen que debo esperar 72 horas nuevamente. Ayer perdí el saldo que tenía en la cuenta y les escribí para ver si me cancelaban el retiro y me devolvían el saldo a mi cuenta para poder seguir apostando y tampoco me dan respuesta. Que me sugieren hacer? No quiero seguir metiendo plata la cuenta de casino hasta resolver este retiro.

Dear Jorgius13,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days to get fully processed. Could you please specify whether you wish to cancel your withdrawal to play, or withdraw the money? We need this information so we can continue resolving this case accordingly.

And I agree that it would be the best to not deposit any more money, until this issue is resolved.

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Looking forward to hearing from you.

Best regards,

Kristína

Hi Kristina, how are you?

I'll tell you news, today I communicated by chat and asked to cancel the withdrawal by chat to play and try a new withdrawal with skrill to see if I achieve better results, so they canceled the order that had several days in "pending" status

Today I made a new withdrawal request for 544USD to my skrill account (where I also previously made deposits and withdrawals) and it was not processed in the 15 minutes as it usually does.

If you think so, we will wait the 72 hours that they say is the maximum term to see if this time they effectively process it within that period, and if they do not, at least explain the problem to me to see how we can solve it. you think?

I am going to send you some screenshots by mail so that you can see in what status the withdrawal shows me, amounts, balances, etc. and if it seems like Tuesday I will write to you to see if there is news about the status of the withdrawal.

a greeting

Hola Kristina cómo estás?

Te cuento novedades, hoy me comuniqué por chat y pedí cancelar por chat el retiro para jugar y probar un nuevo retiro con skrill a ver si logro mejores resultados, así que me cancelaron el pedido que tenía varios días en estado "pending"

Hoy hice un nuevo pedido de retiro por 544USD a mi cuenta skrill (donde también ya hice previamente depósitos y retiros) y este no se procesó en los 15 minutos como habitualmente lo hace.

Si te parece, vamos a esperar las 72 horas que dicen que es el plazo máximo a ver si efectivamente esta vez lo procesan en dicho plazo, y si no lo hacen, por lo menos que me expliquen el problema para ver como lo solucionamos. te parece?

Te voy a pasar por mail unas capturas de pantallas para que veas en que status me muestra el retiro, montos, saldos, etc y si te parece el martes te escribo para ver si hay novedades sobre el status del retiro.

Un saludo

Jorgius13, thank you very much for your reply and email. So let's wait and see. Please, let me know if there is anything new, so we can continue resolving this case accordingly.

Good morning, I am writing to you because the problem with my withdrawal of money remains.

More than 72 hours passed and yesterday I wrote them an email to tell them that my withdrawal was still in "pending" status and their response was that they had authorized the payment, that the problem was next to the payment system and they told me that they were going to write to them in order to expedite your payment. I asked them when the problem would be solved and they didn't give me an answer.

Today I wrote to them again and they told me the following: "Your application got stuck in the system and was rejected" Please do it again. So I tried again but again it still does not process.

I can't wait 72 hours for them to keep doing the same thing to me again. I don't understand how a deposit with the same payment system is made instantly and a withdrawal takes more than 100 hours and they end up rejecting me when it was processed in less than 15 minutes before.

Can you help me? What do you recommend doing?

Greetings,

Buen día, les escribo porque se mantiene el problema con mi retiro de dinero.

Pasaron más de 72 horas y ayer les escribí un mail para indicarles que mi retiro seguía en estado "pending" y su respuesta fue que ellos habían autorizado el pago, que el problema estaba al lado del sistema de pagos y me indicaron que iban a escribirles para poder agilizar su pago. Les consulté que cuando se solucionaría el problema y no me dieron respuesta.

Hoy les volví a escribir y me indicaron lo siguiente "Su solicitud se atascó en el sistema y fue rechazada" Por favor hágala de vuelta. Así que volví a intentarla pero nuevamente sigue sin procesarse.

No puedo volver a esperar 72 horas para que me sigan haciendo lo mismo. No entiendo como un depósito con ese mismo sistema de pago se hace de forma instantánea y un retiro tarda más de 100 horas y me lo terminan rechazando cuando antes se procesó en menos de 15 minutos.

Me pueden ayudar? Que recomiendan hacer?

Saludos,

Jorgius13, since you've made a new request, I would recommend waiting for a few days more, as there is clearly some problem going on. I understand it must be frustrating, but we will keep this complaint opened and if you don't receive your withdrawal again, we will intervene. Your patience is higly appreciated and, please, keep us informed about the issue.

Good morning, I am writing to you because they spent again 72 hours without processing my order and they canceled my withdrawal request by skrill again. They responded to the email indicating that please re-apply.

As I told you by email, yesterday I tried to make a deposit of 10 usd from my skrill account to the casino and I was able to do it without any problem. So the payment system works.

I ask you please to intervene to be able to withdraw all the money from the casino account to my skrill account (1,535.40 usd).

Thanks for your help

The truth is that I subscribed to this casino because I saw your review on the page, I did not expect to have these difficulties.

A greeting.

Buen día, les escribo porque pasaron otra vez 72 horas sin procesar mi pedido y me volvieron a cancelar la solicitud de retiro por skrill. Me respondieron el mail indicando que por favor vuelva a realizar la solicitud.

Como te comenté por mail, ayer probé hacer un depósito de 10 usd desde mi cuenta skrill al casino y pude hacerlo sin ningún problema. Así que el sistema de pago funciona.

Les pido por favor intervengan para poder retirar todo el dinero de la cuenta de casino a mi cuenta skrill (1.535,40 usd).

Agradezco mucho su ayuda

La verdad me suscribí a este casino porque vi su reseña en la página, no esperaba tener estas dificultades.

Un saludo.

Thank you very much Jorgius13 for your cooperation so far. 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 Jorgius13,

I looked at your complaint and will do my best to help you. I would like to invite 5PlusBet Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Good morning everyone, I wanted to ask you if you consider it necessary to write an email to the casino indicating that we are doing this management from casinoguru so that you are informed ?. Or if you are directly contacting them?

I'm sure the problem can be solved with a simple approval of the current withdrawal request that I have via skrill; which has been a payment method previously used with them for deposits and withdrawals.

I await your response to see what you recommend doing.

Thank you very much

Buen día a todos, les quería consultar si consideran necesario que le escriba un mail al casino indicando que estamos haciendo esta gestión desde casinoguru para que esté informado?. O si ustedes directamente los están contactando?

Estoy seguro que el problema se puede resolver con una simple aprobación del pedido de retiro actual que tengo vía skrill; que ha sido un método de pago ya utilizado previamente con ellos para depósitos y retiros.

Espero su respuesta para ver que recomiendan hacer.

Muchas gracias

Dear Jorgius13,

we are directly contacting them, so it's not necessary to write them an email. Let's wait for their reply.

Excellent Viliam, we await your response. At the moment, the withdrawal request by skrill is still in a "pending" state, as I gave you a screenshot via email on Tuesday.

Sure soon it will be solved. Please let me know if you need any additional information that I have not sent you via email.

Thank you very much

a greeting

Excelente Viliam, esperemos su respuesta. Por el momento el pedido de retiro por skrill sigue en estado "pending" tal como les pasé captura de pantalla vía mail el día martes.

Seguro pronto se va a solucionar. por favor avísame si necesitas algunas información adicional que no les haya enviado vía mail.

Muchas gracias

Un saludo

Dear Jorgius13,

There really is a technical issue on our side with Skrill and Neteller payment systems. We apologize to you, this issue will be resolved this week and you will be able to withdraw your funds.

Dear Casino 5Plusbet,

Ok, thank you for the answer. Could you tell me if when you solve the problem you are going to process the current withdrawal request (for 1.535,4 usd )that is in "pending" status?? or I will have to do a new one??

In case of being the last option, how will I know that they have already solved the problem?

I already have more than 20 days with this problem, I really appreciate that you understanding my situation and my annoyance. I just want to be able to withdraw my winnings.

Thank you

Good afternoon,

I update with the latest happened today:

Today, the casino rejected my withdrawal request that I had made on October 06 telling me that the skrill payment system has a issue.

I would ask to Casino 5plusbet: Can you tell me what day this week I could re-order the withdrawal of skrill when you fixed the problem mentioned?

Thank you

Dear Jorgius13,

Make a new request now, it will not be canceled.

Dear 5Plusbet Casino,

I have made a new withdrawal request request for Skrill. It appears in the "Waiting for Payment system Approval" status.

I really appreciate your help in finalizing this new withdrawal request.

Thank you very much

I await your news

Estimado Casino 5Plusbet,

He realizado una nueva solicitud de pedido de retiro por Skrill. Me aparece en estado "Waiting for Payment system Approval".

Agradezco mucho su ayuda para poder finalizar este nuevo pedido de retiro.

Muchas gracias

Espero sus noticias

Hello Jorgius13,

please, let me know when you'll receive your winnings.

Good morning, at the moment the withdrawal request has 24 hours and is still in "Waiting for Payment system Approval" status.

I hope soon to receive good news from the 5Plusbet Casino Representative and to be able to have my money between today and tomorrow.

Thank you very much to all.

Buen día, por el momento la solicitud de retiro tiene 24 horas y sigue en estado "Waiting for Payment system Approval".

Espero pronto recibir buenas noticias del Representante de Casino 5Plusbet y poder tener mi dinero entre hoy y mañana.

Muchas gracias a todos.

Please, let me know when you'll receive your winnings.

Hi everyone,

It's been more than 72 hours since I made my new withdrawal request and I still haven't received my earnings.

The order is kept in "Waiting for Payment system Approval" status.

Hopefully the representative of the 5plusbet casino can help me today to collect my winnings.

Greetings

Hola a todos,

Ya pasaron más de 72 horas desde que hice mi nuevo pedido de retiro y aun no he recibido mis ganancias.

El pedido se mentiene en estado"Waiting for Payment system Approval".

Ojalá el representante del casino 5plusbet pueda ayudarme el día de hoy para poder cobrar mis ganancias.

Saludos

I updated amount of the complaint from $544 to $2105 per player's request.

Dear Jorgius,

did you received your winnings?

Good morning Viliam,

I still do not receive my winnings.

I ask for your help to agree with the casino some manual way to approve the payment in the payment system via skrill. There has to be a casino specialist who can fix the problem with some manual approval.

The problem is more than 1 month old and several days have passed since the casino said that it estimated to solve the problem without giving any news.

Thank you very much

Greetings

Buen día Viliam,

Sigo sin recibir mis ganancias.

Te pido ayuda para acordar con el casino alguna forma manual de aprobar el pago en el sistema de pago vía skrill. Tiene que haber algún especialista del casino que pueda solucionar el problema con alguna aprobación manual.

Ya el problema tiene más de 1 mes y han pasado varios días desde que el casino dijo que estimaba solucionar el problema sin dar novedades.

Muchas gracias

Saludos

Dear Casino,

we would like to ask you to resolve this issue, you asked player to make a new withdrawal request and it's still pending.

Dear Jorgius13,

We once again apologize, but we had serious problems with the Skrill payment system, for the moment we eliminated it and paid out the winnings. Thanks for your waiting.

Good afternoon everyone,

I am really very happy to receive the money for skrill after 1 month and I do not want to generate any controversy with comments.

I am very grateful to CasinoGuru, especially to Kristina who reviewed my case at the beginning and to Viliam for all that she helped me throughout this month to solve my case.

Following the steps recommended by Viliam and with the intervention of the licensor, the problem was solved.

To 5plusbet casino, thanks to those who were really interested in helping me solve the problem.

Greetings to all

Buenas tardes a todos,

De verdad estoy muy contento por recibir el dinero por skrill luego de 1 mes y no quiero generar ninguna polémica con comentarios.

Agradezco mucho a CasinoGuru, en especial a Kristina que revisó mi caso al principio y a Viliam por todo lo que me ayudó durante todo este mes para resolver mi caso.

Siguiendo los pasos recomendados por Viliam y con la intervención de la licenciadora se pudo solucionar el problema.

Para casino 5plusbet, gracias a los que de verdad se interesaron en ayudarme a resolver el problema.

Un saludo a todos

Dear Jorgius,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam