SportsBetting.ag Casino - Hráč se snaží vybrat své výhry.

I made a $42,110.53 deposit to Sportsbetting.ag by bitcoin on Friday, October 30, 2020. I used the boosted bitcoin/USD conversion rate offer, so my only requirement was to play through the deposit amount at least 3 times. I didn't claim any deposit bonus or play in the bonus account. After a check yesterday, Nov 11, 2020, my accomplished rollover amount was $129,050 after the deposit - thus well over the requirement. But this doesn't help, the site consistently blocks my access to the withdrawal page and persistently refuses me to even request a withdrawal, which I have been trying to do ever since the first night when I finished the rollover requirement. The balance I would try to withdraw is now $48,418.69, so some winnings on top of my original deposit. I also played poker a little bit but only made losses. The winnings are from the casino.

The customer support tells me a load of conflicting and misleading information. Most of all they claim all the time that I should be able to withdraw. But it doesn't help me, the site blocks my access to the request page. 

The procedure with the support goes for example like this:

Me: I can't access the withdrawal page. I only get a message that a withdrawal isn't possible. Why? (I send a screenshot)

CS: You haven't completed the 3 x rollover, that's the reason.

Me: Ok, how much do I still have the rollover left?

CS: Glad to help you with this. Just go and request a withdrawal after that we will see the remaining rollover.

Me: I can't access the withdrawal page... (on and on forever)

Sometimes they start to count the achieved rollover for me on the chat. After saying they are almost finished, they still keep me waiting about one full hour and then just disconnect me.

Sometimes I get this answer:

Me: I can't access the withdrawal page. I only get a message that a withdrawal isn't possible. Why? (I send a screenshot)

CS: Your account needs verification, just send in your documents.

But about every other time:

Me: I can't access the withdrawal page. I only get a message that a withdrawal isn't possible. Why? (I send a screenshot)

CS: Your account is already verified and your documents approved. You just haven't met the rollover requirement...

When I sent my id documents, they never responded with a confirmation or updates about any verification. I never knew about any verification until they said on the chat after I asked why I can't access the withdraw page.

No one informs me practically about anything. Many times I don't get responses to emails. Many times I get conflicting and misleading information, they just kick me around from here to there... Or keep me waiting and waiting in vain.

Last night I managed to get the CS agent count my rollover amount: $129050. He confirmed that is fulfills the rollover requirement for a withdrawal. He said that after the midnight their casino "clears", so after that I can finally go to the cashier and withdraw.

I did that but still I can't withdraw my balance.

I said that this is the last drop. I need at least my original deposit amount back. I don't see it right that Sportsbetting.ag can take my own deposited money and keep it to themselves just like that, without me having any right to withdraw it back anymore.

Dear Tondi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if you have withdrawn any funds previously?

If your account is still accessible, please forward your game history to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi,

I have withdrawn many times without a problem previously.

I tried to ask the game history, but for that game I played at least they don't provide it. I can still access my account otherwise normally and play at the site.

I will send my recent conversation on their chat support to the email.

Thank you very much, Tondi, for providing all the necessary information and for your email. I will now transfer your complaint to my colleague Jozef 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.

Hello Tondi.

Thank you very much for sharing your negative experience with the SportsBetting.ag Casino. We will now try to get in touch with them.

Hello,

I would like to update this complaint notifying that Sporstbetting.ag has activated my withdrawal page and I already managed to get my payout successfully.

The reason for the suspension was according to them a standard account review and nothing else.

Looking back and what made me submit this complaint was the many ways false and contradictory information given by their customer support. It didn't inspire confidence, all the opposite. It led me to believe in multitude of different reasons for the withdrawal lock which weren't even true in the end. I still have to strongly criticize their customer support in that regard.

That said, nothing so bad happened in the end. I will still continue being their customer and playing at the site. Overall, as far as I have observed, Sportsbetting.ag is a respectable and trustworthy gaming site.

Good day Tondi,

I am sorry you have experienced this issue with our Customer Support but I am also happy to hear that in the end you managed to access your funds and despite this mishap, you continue to see our website as a reputable one. Is there anything else I can do for you before we close the case? Rest assured that regardless that the issue has been resolved, I will still escalate this feedback to our Customer Support. Wishing you best of luck at Sportsbetting.ag

Regards,

Sportsbetting.ag

Hello Tondi.

Please, could you confirm the casino statement?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your issue got resolved.

Hello,

I can confirm the casino statement and the issue is resolved. Thank you for handling the complaint!

Dear Tondi.

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.

Best regards, Jozef

Casino.Guru