Account block and restricted balance

Hello AskGamblers Team,

I am submitting a complaint against ExclusiveBet regarding the removal of my remaining balance after I made a partial withdrawal.

I won €6731, which was reduced to €2,440 under their maximum win / cashout rule. I then attempted to withdraw my balance, but due to their withdrawal limit I was only able to withdraw €1,000. The next day, the remaining balance was gone.

When I contacted support, they told me that I was only allowed to make one withdrawal request and that the rest of the balance was seized. They cited this term:

“Players will only be able to make a one-time withdrawal for a maximum amount of 10x the original deposit when the winnings result from playing a match bonus. Surplus winning credits will then be forfeited.”

However, this wording does not clearly state that if a player makes only one withdrawal and does not withdraw the full balance, the remaining funds are automatically confiscated. It refers to a maximum withdrawal amount in bonus-related cases and says surplus winning credits are forfeited, but it does not clearly explain that a partial withdrawal causes the rest of the balance to be seized.

I also was not informed that I needed to submit multiple withdrawal requests to preserve the balance. Their own platform only allowed me to withdraw €1,000 at that time, so I followed the withdrawal process available to me. I do not believe it is fair or transparent to remove the remaining balance afterwards and then justify it by saying I should have known to make several withdrawals.

I am asking AskGamblers to review whether this term is being applied fairly and transparently, and whether ExclusiveBet is improperly using a bonus withdrawal clause to justify confiscating funds after a partial withdrawal.

Please also note:

My original win was €6731.

It was capped at €2440 under their max win rule.

I withdrew €1,000.

The remaining balance was then removed.

Support now claims this was because I did not withdraw the full amount in one or more requests.

I am requesting that the remaining balance be restored or that ExclusiveBet be required to provide a clear contractual basis for the seizure.

I will attach screenshots of terms provided by casino. They told me to refer to term 8.

Thank you.

Hello, I deposited on the casino a couple of times and won big.

I requested 2 withdrawals and verified my account by sending in whatever documents were requested from me.

Since then I received only one withdrawal (the smaller one) weeks after the request. The other withdrawal has now been pending for a little over a month and a half and the casino is not able to tell me when it will pay. I understand that sometimes these things take a little longer than normal but 2 nearly two months is more neglect of the situation instead of just a normal delay.

Can we discuss with the casino on the thread why this is taking so long.

Hello to all friends . It´s my time for a problem with the exclusivebet.com casino. In last 18 January i have open account in the website casino : exclusivebeteu.com . After i have read the terms and conditions for the casino games i like and i have make one deposit 10 euros and other 20 euros. In the last deposit i go play in roullete in the numbers and after 5 hours in the game i transform my 20 euros in 1700 euros with two withdraw : the first 1000 euros and the second 700 euros. i have contacted support chat and in the chat the assistent tell me for i send my documents. i have send my documents and the same is confirmed in 20 January 15hours. In the my chat conversation i have the feelling some wrong situation and i have make a question when my payment is proced . The assistent tell me 48 hours because my deposit is make with neteller. Today make 48 hours bussiness and i dont have any payments. I have send email for [email protected] and i have receveid one email at where assistent tell me my payments will be split into severals installments. today i contact again the support chat and Mavi tell me my payments is make to the end of week :) I do not believe and I'm sure they're fooling me. for you see the situtation please see my last conversation in the chat Please wait for a site operator to respond. You are now chatting with 'Mavi'. Please confirm your Email Address and Phone Number during this chat. Mavi: Hello, thank you for contacting us. How can I help you? redtugaPT: hi redtugaPT: my name is < name removed > and one more time i need you tell me when i receveid my withdraw pending. it´s possible? Mavi: Kindly hold while I look into your query. redtugaPT: ok thanks Mavi redtugaPT: today 15 hours make a 48 hours business after my verification account Mavi: I'll ask the accounting department redtugaPT: Thanks redtugaPT: i wait please Mavi: my colleague said the cashins should be paid by the end of this week redtugaPT: Mavin i have make a deposit for neteller and in yout t&c tell 48 hours... Mavi: I know, unfortunately we have a long list of payments to make, especially because it is the end of the month redtugaPT: if exclusivebet not want pay me not problem ... i go expose this situation in my forum and for my 600.000 folowers in twitch and youtube. it´s unbelieble this situation... i play in all casinos and is the first time i have this problem... Mavi: therefore there are some delays Mavi: we apologise for the inconvenience redtugaPT: i have see in google other people with the same problem with exclusivebet redtugaPT: :( redtugaPT: my final question is ? it´s possible you today pay me some value ? partil payments ? or no ? Mavi: I am sorry but I do not manage payments and my colleague from the accounting department said this will be done by the end of the week Mavi: I do not have more precise information I'm afraid Mavi: however, I advise you to come back in chat on Friday if you still haven't received the moneyt redtugaPT: i dont contact more redtugaPT: i want my money today not friday.. But ok ... i go make my procediments today and expose this situation for the PAB and go make a publication in askgamblers for this situation... One casino dont have money for make payments ? is he first time i know this situation... Please see this : "Mavi: I know, unfortunately we have a long list of payments to make, especially because it is the end of the month " It´s unreal ... I have try use last assistent tell me ( partial payments ) but not acepted for the exclusivebet.com In atach i have send all my information for the case with number of my deposit´s and my withdraws. For the last if someone have a contact of organization with lawyers for the casino with licence in corazon please contact me ... I´m very interesting for Take this far .... it´s a really a problem with this casino ... :(

Hello Askgamblers. I need some help here. I made a deposit of 2500NOK and won 18.000NOK without any bonus. I asked for an withdraw and they needed documens, I gave them all of them. Then I asked how long my withdraw would take, they said 2 days after verify of documents. Ok, I played at the casino 01/05/2016 and still havent seen any single dime at my account. I have been on livechat several times and they are telling me that they had problems with Neteller. I talked to neteller about this, and there was no issue there. After I told livechat that, they said that I needed to withdraw to my bank account even though I deposited with neteller. So I did not accept that and was told that my withdrawal was proseed may 19th and 26th may, And they did not hold up on their deal, so I got an new date, and then same problem like the first time. Here is a log from my mail regarding this. Dear XXXXX, Thank you for your last email. I would like to apologise as there has been a delay in the payments and this is why yours has not been processed. I can confirm that your withdrawal request will be paid in 2 parts due to the delay. The first installment will be paid on the 19th of May and the second one on the 26th of May. Should you require an further information, please do not hesitate to contact us again. Regards, Lina Accounts department ExclusiveBet And this is the same everytime I contact them. So I really need some help here. If someone needs some more documentation, then just ask, I have several chatlogs and e-mails with the casino. To other ppl out there. DO NOT PLAY AT THIS CASINO!!! Just take a look at the other casino complaints on this casino. all of them is about the same problem. Thanks.

played no deposit bonus at the casino exclusivebet, the account remains 200 euros, made a deposit, send a document for review, they have approved, to set the output money brought only my deposit else zeroed They said that players from Russia are not eligible for a bonus, but you have a website there is no Russia in the ban I recorded the following link http://www.latestcasinobonuses.com/onlinecasinobonusforum/exclusive-no-deposit-casino-bonuses/exclusivebet-exclusive-free-spins/ January 26, 2016,on the same day I played no deposit bonus I asked in Live-chat:"I can withdraw money?",the operator told me: ""Yes, but you need to make a minimum deposit and send documents for review" I have fulfilled all the conditions and documents approved I put money on the conclusion waited 48 hours have passed, but the money has not brought I turned to live chat again, there I was told that the money will withdraw within two hours I waited 2-3 hours, login in my account, and the account was only my deposit of 10 euros I turned again to the live chat, and only now told me that from the Russian players are not eligible to receive the bonus you can help me solve this problem?

I deposited about $300 on this casino last weekend and then won some. I then e-mailed and asked what kind of verification documents they needed. I sended them Monday. No reply. Resended the mail Wednesday. No reply. Same Thursday, Saturday and now Sunday. I am so tired of casinos being soooo slow when it comes to payout. If you have a deposit issue etc. they will reply within minutes. I was very satisfied with this (for me) new site, and I have learned always to test the casinos withdrawal 'policy' before I spend to much money. Bit disappointed with exclusive bet, and hope to get some kind of rely soon.

They have not paid me. I have verified and attempted to cash out and they have not paid for 2 months now. I asked live chat why they didn't pay yet and they gave me no reason and only said they would message someone to "speed up the process" for me. No way the cashout process must take 2 months. I want them to pay soon.