Complaint #26 AstralBet Casino

Refusing to pay out 600 Euro without giving reason

By dnight

6 years ago

Hello Askgamblers Team,

you rejected my first complaint because of missing information. Here is another try: AstralBet Casino declined my withdrawal without giving reason. I deposited 35 euro and got bonus spins. I played the 30 Bonus Spins for Hot Spin Deluxe and won about 15 euro out of them. I read all the bonus terms and didn't play forbidden games with my balance and finished the wagering. After that 600 Euro were left from my balance which I decided to withdraw. After two days AstralBet Casino declined payment and credited my initial deposit of 35 Euro back to my account. I tried to contact them via email 3 days ago and still got no answer from the casino. Live Chat told me they cannot help in financial questions. The only proof I have is a screenshot from my Astralbet Account with the declined payment and the email I wrote to their financial department. I hope this is enough because there is no further evidence until now because the casino didn't give me a statement for the declined payment.

Hope you can help here @askgamblers Team

Best regards

Disputed Casino AstralBet Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

Following a careful review and consideration of all the information and details presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that AstralBet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AstralBet Casino

• Representative

6 years ago

Hello,

Please note that while we co-operate with multiple games providers, the contribution table is dynamic reflecting to the user's IP/country.
Should you be looking into searching a game/provider from IP/country that has been excluded by the games provider, you'd not be able to see it listed in the contribution table.

Taking in count that the player in this case is from Germany where the game & provider in question are available, the item would be visible in the Terms and Conditions section, as per the attachment.

Kind regards,

AstralBet Team

AskGamblers

• Support Team

6 years ago

Dear AstralBet Casino,

The game Books and Pearls Respins of Amun-Re has not been listed specifically nowhere in the casino promo terms as 0 contribution games. AskGamblers Complaints Team is kindly asking you to clarify this matter.

Please note that, in case you fail to respond within the given time frame, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

dnight

• 3 reviews

6 years ago

So 0% contribution games with real money are not allowed if a bonus is active. That is a really bad bonus rule and nearly scam. I never saw a rule like this in any other casino. So I told them via mail after getting their email with the 0% contribution I told them that they can close my account, if they don't pay out. That has not happened until now (I replied on the same day).

AstralBet Casino Complaint Stats

Resolved 2 / 3

Avg. Amount $4,866

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

AstralBet Casino Complaints

See all complaints for this casino

Stalling verification and not answering my concerned questions

Hello

I have been receiving "sign up now" email offers from Astralbet since 2017. I finally registered and played with their welcome offer on April 17th.

On my third deposit I won about 7000$ playing a few games. I requested my withdrawal the same day and did not hear from them for a good week.

I emailed them on April 22 regarding my withdrawal, and they responded by congratulating me and asking for the verification documents, which were provided the same day.

From April 22 to May 10 they have asked for numerous documents.

For every email they would always ask for a new document or picture, which was provided.

April 30 they asked for Notarised documents. To which I provided them On May 1st 2019. They asked me to wait 5 business days.

On May 10 I received this email :

" We would like to inform our Risk/Fraud Department conducted a thorough review of your notarized documents and they have successfully validated.

Furthermore, as an online casino operator, we are obligated to know that the source of the funds that you use to play with are legitimate. We take responsible gaming very seriously and aim to protect our players as much as possible.

What we need (any of the following):

A link to a website showing you in some employee/employer/executive or ownership capacity

A full copy of your pay slip

Proof of sale of shares

Proof of sale of property or properties

Inheritance (a copy of the executor’s letter showing you as the beneficiary and amount, and a copy of a bank statement showing the funds being received from the executors account)

Dividends or shares from a company (a copy of your dividend certificate, and a copy of a bank statement showing the money being received from the company) "

Each email was upsetting from their team, however I provided all documents without questioning since it is mentioned in their terms to ask for notarised documents.

There is no indication in your terms above where you ask for source of funds.

I have raised numerous questions regarding your unethical practice and regarding my privacy but you failed to reply to any of my concerning questions.

I finally provided a proof of pay slip and have not heard back from them since.

I hope bringing this complaint public can finally solve my issue with this casino.

Thank you

Resolved

$7,000

Did not close account after exclusion email

On Nov 24 I asked Astralbet to close my account via chat and was told they couldn’t. Because I recognized I had a problem, I wrote to their rewards and support email again asking they close my account immediately (adding I wanted it done without being asked again “why” and I included my name, birthdate and address — from my account t email)

My account was not closed, and with my problem, I continued to gamble somewhere between 5,000 and 10,000 CDN.

I wrote again a month later when the problem was at its worst and they have now finally closed my account (with the same information as initially). I have all the emails confirming my requests.

I believe I should be entitled to a full refund of all funds gambled between nov 24 and dec 25 as this is a serious violation of the terms and service.

Unresolved

$10,000

Unjustified account closure & confiscation of 13600 SEK

I made a deposit of 5800 SEK on 12.04.2017 and won 19400 SEK. I downloaded the documents and made a withdrawal of money 6400 SEK. My account was blocked and ignored my mail and online chat week. Wrote an email after multiple conversations in an online chat and received a response below: Hello Herman, Please be informed that your AstralBet account has been closed by our system and the deposits made with the VISA card ending in *6461 totaling 5800 SEK have been refunded. The amount should already be visible on the account. Thank you for your understanding and we apologize for any inconvenience caused. Best regards, AstralBet Payments Team - I wanted to clarify where my winnings were and why they only sent my deposit to my card. answer: Hello Herman, Thank you for your reply. Because your deposits have been refunded, any winnings generated have been deducted automatically by our system. We hope this clarifies your query. - I wrote another letter to indicate the reasons for closing the account and received no response. Help clarify the situation.

Rejected