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Thebes Casino - Keep declining my withdrawal

RESOLVED
Tranbaer44 Austria
Posted on September 25, 2018.

I am usually not the person who complains about something, but this time I think that I was not treated correctly.

I got bonus money from Thebes Casino and fullfilled the requirements (wager eg.). I know that I have to make a deposit which I did. I always got confirmed by the livechat. I sent them all the documents needed.

I also know that I am only able to withdraw 100€ which I did. Unfortunately my withdrawal requests always get canceled which makes no sense at all, because they have all the information they need. Customer service told me so.

I have the feeling that they decline it in order to make me do another deposit, because of the 5 days rule and so on.

I really feel scamed, because they immediatly accepted the deposit and everything was fine. Live support was really helpfull. Now the livesupport does not even reply anymore. The e-mail support however is really nice, but the keep telling me the standard answers that withdrawals take 72h hour to be reviewed and sometimes longer and so on.

Today like I said another withdrawal request got declined and so I feel forced to write this complaint now.

kind regards,

Tranbaer44

Posted on September 25, 2018.

Hello,

Thank you for contacting us in regards to this matter.

Please note that we have reviewed your account and found that the reason why your withdrawal requests have been declined is due to the fact that the Accounting department needed you to confirm the payment information, so that they are sure they are sending the winnings to the right account.

We noticed that you provided them with the information today, so all we need to do now is wait for the withdrawal request to be reviewed. Also, please note that since you won from your Sign Up bonus, there is no need for you to have a deposit made in the last 5 days, only to have at least one deposit made on the account, which your account has already.

We are at your full disposal should you need more information about your account.


Kind regards,
The Thebes Casino Team

Tranbaer44 Austria
Posted on September 25, 2018.

Hello,

Thank you very much for your quick reply. It is true that I received an e-mail today which said that i have to give my withdrawal information via e-mail. I did it immediatly.

I just do not know why your e-mail support team did not tell me that way earlier, because I asked them several times if they need anything else in order to fix the withdrawal. I only got standard phrases containing sentences with "everything is fine and in progress" and "it just has to be reviewed" and so on.

Apart from that you should have had my ecopayz account number beforehand, because I had to enter it in the withdrawing form on your website.

Nevertheless, I hope everything will work now and I would like to thank you for your cooperation.

kind regards,

Tranbaer44

Tranbaer44 Austria
Posted on September 27, 2018.

Short update:

Yesterday my withdrawal information got accepted and today thewithrawal got approved.

I am gonna update this complaint and consider it as resolved once the amount is on my ecopayz account.

Thank you all for your cooperation.

Tranbaer44 Austria
Posted on September 27, 2018.

upupdate

funds are in on my ecopayzs account.

A big thank you goes to AG for providing the platform for my complaint and to Thebescasino for solving the issue.

The complaint can be listed as resolved now.

best regards,

Tranbaer44

AskGamblers
Posted on September 27, 2018.

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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