Complaint #8 CandyBet Casino

Withdrawal under process for almost 48 hours

By Luka R.

4 months ago

Hello,

I have made a withdrawal request of 750 EUR at Candy Bet. After almost 48 hours still I didn't get the funds. Support keeps replying its under process and that they have large volume of requests which we all know is just a generic reply casinos like to give. Attached the withdrawal and conversation with Candy about support. Please assist and lower their rating on Ask Gamblers.

Regards,

< first name removed >

Disputed Casino CandyBet Casino

Reason Delayed payment

Amount €750

Discussion

AskGamblers

• Support Team

4 months ago

Dear @LookSee,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

LookSee

• Slovenia • 5 reviews

4 months ago

Hello,

Whatever excuses you are making useless. You proved that you are shitty casino site. You were not able to pricess my crypto withdrawal in 48 hours, while on other sites such as Wild.io I get the withdrawal in 15min max, every time, without exception.
Anyway case is closed , I have cancelled the cash out, played the with the EUR 750 and lost it. I will not be playing on your site anymore, thats it, case closed.

CandyBet Casino

• Representative

4 months ago

Hello!
Thank you for your message.

We understand your concern regarding the withdrawal processing time and apologize for the inconvenience caused.

After reviewing the account, we can confirm that there is currently no active withdrawal request pending on the account. In order for our team to investigate and process a withdrawal, there must be an active withdrawal request in place.

We would also like to kindly remind the player not to cancel withdrawal requests while they are under review, as once a request is cancelled, it can no longer continue through the processing flow and a new request must be submitted. This can result in additional delays and prevent us from proceeding with the original request.

Furthermore, after reviewing the account activity, we can confirm that the balance was subsequently used in gameplay. As a result, there are currently no funds available for withdrawal.

We understand this may not be the outcome the player was expecting, however we would like to clarify that there is no active withdrawal request pending at this time, and no withdrawable balance remains on the account.

-The CandyBet Team