Campeonbet Casino - Won't let me withdraw remaining funds in a closed account

Dear @lucky-luck21,

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

Thanks for cooperating the AskGamblers Complaints Team.

Hi Ask Gamblers -> in my account is A bit above 80€ left. Before it has been 803€. But they didn't let me withdraw the Money. And they didn't answer any request when I wrote them. In the meantime I lost nearly all.
I hope they will give me my Money back either the deposits or the left Money. From my Point of view this is not fair how they deal

Dear customer,
Dear Team of Askgamblers,

The said customer has submitted the KYC required documents and requested the verification of her account. This occurred on the 25.04.2019, and on the 26.04.2019 the account was verified. Normally, this can take up to three working days.

However, the email address of the customer was not verified, which was the reason she could not make a withdrawal. We advise all players to verify their emails upon registration. Further, our support team informed the customer about the email verification, and proceeded to verify it on the 27th of April . No further communication was received from the customer after this email was sent form our side regarding withdrawals.

The customer continued to play with her balance, and later the customer's account was closed after the customer's request. However, due to a technical issue that is already resolved from our side, customer was informed that the daily cashback was added to the account . Our T&Cs (Term 12.7) clearly states that:

For the avoidance of doubt, we will not give any credit to your account, nor will you be entitled to any contingent winnings, at any time after the date in response to your request.

Since the account was closed prior to this cashback, we had to reverse it. Customer now has the initial balance at the time of the closure request and the account remains closed.

Finally, customer is strongly advised to follow the Term 8.3: Account Holders who wish to recover funds held in a closed, blocked or excluded account are advised to contact Customer Support.

Do not hesitate to contact us in case you need any further help.


King Regards,
Campeonbet

Campeaonbet: However, the email address of the customer was not verified, which was the reason she could not make a withdrawal. We advise all players to verify their emails upon registration. Further, our support team informed the customer about the email verification, and proceeded to verify it on the 27th of April . No further communication was received from the customer after this email was sent form our side regarding withdrawals.


my Reply:
I emailed 10-15times but got no respond why I can't withdraw my Win. Even so the Chat was Always blocked for me. Noone took care.
as i lost most of the Money -> i got an email that i couldn't withdraw because my email seems not to be confirmed from your side.

As from your side have been taken no helpful steps, i really want at least all my deposited Money back.
I will never touch your Casino anymore.

Dear customer,

please note that customer inquiries are processed and answered within 48 hours as we do not offer 24/7 Support yet. We have always answered you, and often several times a day. We answered you and verified your email manual.

We received your Question about the withdrawal on 26.04 and answered you within less then 24 hours on the 27.04.


King Regards,

Campeonbet

then why was the Chat blocked all the time and noone helped in this case? this is an extremely unfair method.

Dear @LUCKY-LUCK21,

We apologize for the delay in the response of our Customer Support Team, but due to large queues there may be a longer waiting time. Please be advised that we try to resolve tickets within the 24 hour frame. The online Chat is unfortunately not 24/7 online.

In regards to your withdrawal, as per above, your winnings were based on a system error which gave you accidentally a Cashback bonus when the account was already closed. Your account was closed prior to this bonus being added to your account. Since the account was closed prior to this cashback, we had to reverse it. In your account you have now the initial balance at the time of the closure request and the account remains closed.

Please see the term below (Term 12.7) clearly states that:
For the avoidance of doubt, we will not give any credit to your account, nor will you be entitled to any contingent winnings, at any time after the date in response to your request.

@Askgamblers please review the provided evidence and all the conversation on this complaint. We look forward to reaching a verdict.


King Regards,

Campeonbet

sorry, but this is open spoken not right: The online Chat is unfortunately not 24/7 online-> no it was blocked all the time

As I said several times before the Chat hasn't been available for all the time. never for me. for days it has been blocked. Before i had a Winning of 803€ and i wanted to withdraw it. i tried it nearly 3 days - and noone answered


you should be so fair and Transfer my deposited Money back. as you Play fair

Dear Campeonbet Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support statement.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­t@­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

sorry,but i have to say that this issue is extremely unfair from campeonbet. i tright verything to withdraw my win of 803€ but they never answered nor livechat( i have been blocked all the tíme), nor email. and then i got a response of ok my email hasn't been confirmed. this is not fair

Dear customer,
Dear Team of Askgamblers,


we have provide all necessary information about this case.

Thank you for your time, let us know if you need any further evidence to reach a verdict in this case.


King Regards,

Campeonbet

Hi Askgamblers,

all I provided you was also clear Information and i feel betrayed from this casino

therefore, hopefully they will at least send me my deposited Money

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Campeonbet Casino management in regards of this complaint to confirm and justify the casino actions. We can confirm that player account was verified on 26th of April and email verification was preformed on 27th of April and at the same time player asked for account closure. Cashback bonus was credited after account closure and the player didn't have any balance prior cashback bonus.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.