Dublinbet Casino - Delayed payment way over the stated time frame

RESOLVED
epimenide Ireland
posted on October 3, 2016.

I've initiated a withdrawal on Sept 21st: the terms stated on the website are of 7 working days, that have passed.

I've asked twice about the payment, and I haven't received a firm answer, but only vague promises that it would be solved "soon".

Here's the last chatting session with their support (Alan):

Hi! How can we help you today?
08:26 PM
My withdrawal has now been pending for 12 days (8 working days), when will it be processed?
08:26 PM
hello Paolo, I'm really sorry for this delay, I'm informing the Payment Department
08:28 PM
this will be solved as soon as possible
08:28 PM
Can you give a date?
08:28 PM
no since I'm not from that area
08:28 PM
but you will receive the money soon
08:29 PM
That's the same you told 3 days ago
08:29 PM
Can you at least give a reason?
08:29 PM
we have a lot of lucky winners, that's why some payments could experience a delay longer than expected
08:30 PM
Not very helpful: does this means it happens every time?
08:30 PM
don't worry, you will receive the money soon
08:31 PM
please be a little more patient
08:31 PM
It's not a matter of patience: you've some terms published, and you're not complying.
08:32 PM
The reason is also very vague, and unhelpful
08:32 PM
I'm quite upset, I thought Dublinbet was more serious, payment terms are already pretty long
08:37 PM
No answer, then? Not much of a support, really…
08:41 PM
I'm sorry but I already informed the department in charge, I can't give you further information from my side
08:42 PM
Who can give the info, then?
08:42 PM
when I receive more information from the departmen in charge I'll let you know
08:44 PM
Again, can you give a date?
08:45 PM
as you know, this area works in office hours
08:45 PM
So, what do you suggest? Waiting silently isn't much of an option
08:46 PM
OK, enough time wasted: have a nice evening!
08:51 PM

I've other documentation, but I can't find a way to set attachment to this complaint: let me know if you need anything else.

AskGamblers
posted on October 4, 2016.

Dear @epimenide,

Please make sure to update your complaint accordingly and clarify the total amount of disputed withdrawal request/s.

Thank you for your cooperation.

posted on October 4, 2016.

Dear Epimenide,

Thank you for your review.

First of all we'd like to apologize about the extra delay of your pending withdrawal request.

While it is true that for a first payout like in your case our financial department might take a few extra days for account verifications, having recently improved our processes on withdrawal payments we can assure you that future transactions will be processed much faster, especially for e-wallet users.

Note that after reviewing your case with our financial department, I received confirmation that your withdrawal has been approved.

We thank you for your understanding and congratulate you again for your winnings!

Regards,
The DublinBet Team

epimenide Ireland
posted on October 4, 2016.

Yes, thank you, issue is solved now.

If I may, I'd like to suggest, for the future, more clarity from the support team: after all, what prompted me the most to file a complaint was the vagueness of the replies.
A clear and concise answer to my questions would have gone a long way…

Best regards

AskGamblers
posted on October 4, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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