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Thebes Casino - Delaying payment of winnings

RESOLVED
Complaint Info
Disputed casino Thebes Casino
Reason Delayed payment
Amount € 2000
Bugi Finland
Posted on October 30, 2019

So I made a deposit of 200euros on Thebes casino on 4th of October and managed to collect a few winnings and complete the wager for deposit bonus.

After this i tried to make a withdrawal of the funds (2000) euro and sent all the required documents on 5th of October through their page and also by e-mail just to Be sure. So after this they asked for filled ccvoucher (credit card voucher) which I did on 7th of October.

After this they also asked for Skrill page screenshot which I sent on 10th of October and they said all documents were fine. This included a few unsuccessful withdrawals before asking for ccvoucher and Skrill screenshot. Well I though it was all good now, but then on 16th of October i received an email by the casino saying I was selected for a "random" verification process where all my documents and game sessions are checked again.

I asked from live chat how long this would take and they said it would most likely be ready by the end of the week but that was just a guess he made and I'm still waiting for the withdrawal to be processed. It's 29th of October now so it has been almost two weeks from the email and nothing has happened so that's why i want to share this issue here and hope to get it resolved.

Posted on October 31, 2019

Hello,

We hope this message finds you well.

Please note that we looked into it and found that your latest withdrawal attempt has been declined due to the Verification Process, however there is nothing to worry about since the withdrawal will be reviewed again as soon as the Verification Process ended.

Please refer to our Banking page for the exact rule:

Security and Management reserve the right to choose Accounts with pending payouts randomly for an additional verification process. The process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the Game sessions. This procedure can be performed up to twice per year and depends significantly on the security level set by our Risk and Security Department.

We noticed that you have already made a new request, please leave it pending and it will be reviewed as soon as possible.

Thank you for your patience and understanding and let us know should you have any other questions or concerns, we are at your full disposal.

Kind regards,
Thebes Casino

Bugi Finland
Posted on October 31, 2019

Hi, yes i did read the terms, but I don't think they justify prolonging the withdrawal indefinitely. I would just like to get some kind of timeline for this verification. Regards. Henrik

Posted on November 1, 2019

Hello,

We hope this message finds you well.

Please note that your withdrawal request has been reviewed and approved, the funds should reach your account within maximum 24 hours.

Please let us know should you need any further help and we will look into it right away.

Regards,
Thebes Casino

AskGamblers
Posted on November 1, 2019

Dear @Bugi,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Bugi Finland
Posted on November 1, 2019

Yes the issue is now resolved and I have received the funds.

AskGamblers
Posted on November 1, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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