Not closing account on request

Hello

I signed to Emirbet to place bets in sportsbook on basketball. I deposited 2500€ and over 2 days i bet around 3000€ worth and ended with profit of around 900€ so have around 3400€ on my balance as i did not use any bonuses. Next day i see that my maximum win is 0-1€ for all bets. I only placed bets on top basketball like Euroleague so bit weird but alright it's their business decision. I made withdrawal request after completing the KYC. After about 2 days they rejecting the withdrawas as per their rules i have to rollover my 2500 deposit 5x

Since i can't place any bets with the restricted limits i contact support to allow my withdrawal but they tell i have to play casino and roll over the deposit. I want to know if the casino is allowed to do that and i have no other option but to gamble 10k euros to withdraw my balance? I feel this is their business model and clearly it's completely abusive to people who sign up for sportsbook.

I did try to explain support my issue but obviously they just completely ignore it

I added screenshot of Euroleague Money Line limit being 0 for top league in the world where most bookmaker limits are from 4 digits to 6 digits. Also added my email to support and their response

I apologise if this is completely legal from them and i'm wasting your time but it feels totally unfair and after betting for years i have never experienced such utter nonsense

I would the casino to let me withdraw all my balance or give me reasonable limits in sportsbook to complete the required rollover

Let me know if you need anything else

Thanks for reading

I have requested for my withdrawal on the 05/11/2024 yet my withdrawal not processed.

I have contacted the customer service multiple times no outcome.

Also I have sent my documents for verification so I don’t know why my with had been placed on pending till then.

Below is the screenshot.

I've been speaking on their live chat, sending emails on their support email id. It's a simple issue, I had a withdrawal to binance which came but binance is requesting senders info (emirbet company info) before the transaction can be completed. But all I get from the reps is that the relevant team will get back soon. Once I got a response which was completely different than my issue, which showed me that the teams don't even check the issue or read it properly. After that it's been over 10 days now and I. Unable to get simple information. I've given screenshots and what I need multiple times but no resolution. Super unhappy with their customer service and will mostly stop using their platform because of this.

I made a withdrawal request over 48 hours ago and the request is still pending.

Additionally, I have been trying to withdraw my winnings previously, and in every instance, Emirbet has given excuses and declined my withdrawal requests.

Four requests.

I would like to withdraw my funds and your assistance to achieve this will be highly appreciated.

I am trying to withdraw my money there, but my withdrawal gets rejected because it is not the same platform I deposited with.

The problem is I deposited with Skrill and they removed Skrill from withdrawal options, so basically I can't take my money out of there.

Already tried to contact support but they don't solve my problems, and as soon as I tell them my nickname they stop answering.

I already told them I needed another method because they took Skrill away from the platform, and then it is impossible to use the same method as deposit, so I tried crypto and they rejected it.

On 7. February I wrote to Emirbet livechat informing that I was a gambling addict. The chat support asked me to write an email so I did that promptly (Screenshot attached). Here I informed Emirbet that I am a gambling addict, and I lost a big sum in another casino, so I would like to close my betting account at Emirbet and withdraw the remaining balance because I need them for bills.

Since Emirbet were both informed on chat+email on 7. February, they should be obligated to act on that promptly, which they failed to do.

4 days later on 11. February I falled into my addiction and I gambled with my remaining balance and lost everything.

My complaint is therefore for the balance I had on 7. February and also until 10. February, when I informed the casino Emirbet on both chat and email and they have had some days to handle it, however if I inform them on both chat and email, they should be obligated to close my account immediately.

I would also like to add into the complaint, that on 10. February I contacted the chat-support, because I was afraid to be tempted on my addiction, so I asked them on live-chat on 10. february, why I was still able to login because I informed about gambling addiction on 7. February. So, Emirbet were informed 3 times before I falled back into gambling and lost it all on 11. February.

Hi,

I've verified everything and now I'm waiting for my withdrawal which is pending for more than 2 days. Nobody from the support can me give any info or anything.

I‘ve won 500€ and I hope you can help me resolve the matter ASAP.

I wrote the Live Chat and told them my problem and they advised me the payments team would be in touch I’ve also emailed the payments team but no response

Hi there.

I hope you are well.

Emirbet have been withholding a withdrawal since the 15th October.

My account has been fully verified.

I have followed this up with them multiple times by email, only to be told:

"Please keep in mind that the withdrawal requests are handled by another department, and since each of these requests is being revised individually, it may take some time for it to be processed.

With this being said, my suggestion is to keep an eye on your mailbox, as if there's an update or more information is required regarding your withdrawal request, my colleagues will contact you there."

&

"Regarding your pending withdrawal, we can inform you that our relevant department has been informed about the request and is working to process the transaction as soon as possible.

We currently have many winners like you, and our colleagues are doing their best to process each withdrawal request as quickly as possible. I have sent them a reminder."

I also made a formal complaint yesterday but I have not yet had a response, or indeed my withdrawal.

The withdrawal is for €500

Any help you could give would be much appreciated and please don't hesitate to ask if you need anything more from me.

Thank you.