EmirBet Casino - Withholding my €500 Payment

Dear EmirBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Good evening,
May I get your username, please?

Thanks,
Emirbet Team

Sure, it's < username removed >

Thanks.

Dear Sleepy11,

We apologize for the occurred situation.

The delay occurred because while checking the withdrawal, the relevant team noticed a rule breach which they were obligated to investigate. After the investigation was concluded, it was established that one of the rules of the bonus Terms and Conditions, which are visible to our customers, was breached and the relevant team acted on it. All actions were taken according to our Terms and Conditions.

For further information regarding the matter, please contact our support team at mailto­:su­ppo­rt@­emi­rbe­t.com and you will receive a reply with more information regarding the matter.

Thank you in advance for your understanding!

Dear EmirBet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

As per your request we would like to explain in more detail. The Player in question used our Welcome Bonus for which you can review the terms here: https:­//e­mir­bet.co­m/p­rom­oti­ons­/we­lco­me-­package

On the bottom you will be able to find the restricted gameplay, also please keep in mind that since this is an on-site promotion which is available for everyone to review, the Player was aware of the rules.

In this specific case the rule which was broken is - Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.

The Player activated the 3rd part of our Welcome Bonus and received 50 EUR as bonus funds, which means that the maximum he can bet is 2.50 EUR. There were numerous bets made by the customer which go above said maximum bet size.

Furthermore our Customer Support department provided him via e-mail an explanation of the breach alongside the exact bets in question, which the Player can easily compare in his bet history located in his account with us. This can also be confirmed with the Player himself.

We hope that this clears up the situation as per your request.

Kind Regards,

Dear @Sleepy11,

In accordance with the statement from the EmirBet Casino representative, a detailed explanation regarding your issue has been delivered to you. We kindly request your confirmation of the receipt of the email and whether you now consider the matter to be resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hi there.

Yes, I have just received the email.
I must have missed the 5% term.
I thought €5 was fine, but it seems I was wrong.
Thanks to the Ask Gamblers team for your help with this.

I have now made another withdrawal, not using a bonus but the returned €100 deposit. I would appreciate if this was processed speedily.

Kind regards.

Dear @Sleepy11,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hi there.
I hope you are well.
My withdrawal, totalling €890 after deposit rollover requirements, is still outstanding.
Thank you.

Dear customer,

We would like to inform you that the last withdrawal request of 940€ was approved from our side and now it is up to the chosen payout method to deliver the amount to you, if it is not already with you.

We apologize for any caused inconvenience.

Hi there.
I can confirm that I have now received this.
Thank you to AG for all your help, it is much appreciated.
Kind regards.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.