5plusbet Casino - Der Rückzug des Spielers wurde verzögert.

Withdrawal request on January 19th, 2021.

Since then the status is "pending". Contact with support via email and chat. I was first told that the process could take up to 72 hours and that I should be patient. From your side, the process is approved but the "payment system" must pay out the amount.

Nothing happened after 72 hours. Re-established contact. This time I was told that they would write an email to the payment system to ask what was going on. No report for 2 days.

Auszahlungsanfrage am 19.01.2021.

Seit dem steht der Status auf "pending". Kontakt mit dem Support aufgenommen per E-Mail und Chat. Man sagte mir erst dass der Prozess bis zu 72 Stunden dauern kann und ich mich gedulden soll. Von Ihrer Seite aus sei der Vorgang genehmigt aber das "payment system" müsse den Betrag auszahlen.

Nach 72 Stunden noch nichts passiert. Wieder Kontakt aufgenommen. Diesmal hat man mir gesagt dass sie eine Mail an das Payment system schreiben um nachzufragen was los ist. Seit 2 Tagen keine Meldung.

Dear Volli5,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

thank you for contacting us.

Yes, I've already done the kyc and paid it out twice.

The provider informs me that they have approved the payment but the payment system has not yet paid out. Now you have written to the system and are waiting for an answer.

Hallo Kristina,

danke für die Kontaktaufnahme.

Ja das kyc habe ich schon gemacht und 2 mal ausbezahlt.

Der Anbieter teilt mir mit dass er die Auszahlung genehmigt hat aber das payment system noch nicht ausbezahlt hat. Nun haben sie wohl das system angeschrieben und warten auf Antwort.

Volli5, thank you very much for your quick reply. In this case, I'd suggest waiting for a few more days. We will keep this complaint opened, and if you don't receive your winnings within a week, we will intervene.

In the meantime, I would like to ask you to keep us updated and let us know in case there is some development. Thank you in advance.

All right. Many Thanks.

Alles klar. Vielen Dank.

Dear Volli5,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hello Kristina,

Unfortunately, I'm still waiting for the payout.

The status is still "pending" - waiting for payment system approval.

In the support chat I was told two days ago there were technical problems with the payment system. As soon as these are fixed I would receive my money

Hallo Kristina,

Leider warte ich immermoch auf die Auszahlung.

Der Status ist noch "pending" - waiting for payment system approval.

Im Support chat hat man mir vor 2 Tagen gesagt es gäbe technische Probleme beim Payment system. Sobald diese behoben sind würde ich mein Geld erhalten

Volli5, thank you for a quick reply. Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Hello Kristina.

I wrote you an email.

Hallo Kristina.

Ich habe dir eine Mail geschrieben.

Thank you very much Volli5 for your emails. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask 5plusbet Casino to join us and help us resolve the player's issue.

Dear Volli5,

We really have problems with this payment system on our side. We apologize for the delay, could you request a withdrawal to the Skrill payment system?

Hello 5Plusbet team,

I can also receive a withdrawal through Skrill.

Can I do this without making a deposit via Skrill?

I have sent my Skrill data to 5plus support via email.

Hallo 5Plusbet Team,

Ich kann auch über Skrill eine Auszahlung erhalten.

Geht dies auch ohne dass ich eine Einzahlung über Skrill gemacht habe?

Ich habe meine Skrilldaten an den 5plus Support per E-Mail geschickt.

Please let us know if you were able to proces a withdrawal through Skrill or if you have alredy received your winnings.

Hello Nick,

So far I have not received any feedback from 5Plusbet on my email and have not yet received a payment.

Hallo Nick,

bislang habe ich keine Rückmeldung von 5Plusbet auf meine E-Mail erhalten und habe auch noch keine Auszahlung bekommen.

Dear Volli5,

We have sent funds to your Skrill account, but were refused. Please clarify in support of skrill what the problem is. It is also still possible to send you funds through Ecopayz.

I wrote to skrill and informed them that I was expecting a withdrawal, but that it could not be processed. The answer I received was that my account does not contain any restrictions. See the screenshot

As for Ecopayz:

I closed my account there about 8 months ago. Now I have applied for the account to be reopened and am waiting for an answer.

What I don't understand is that I made my deposits at 5plusbet with Jeton wallet (not with Skrill or Ecopayz) and now the payout with Jeton doesn't work.

On the positive side, 5plusbet's support team always gets in touch and answers. I feel like you are trying hard. Thanks for that. But unfortunately I haven't received my money yet. I hope you can find a way.

The money can also be transferred to my bank account.

Ich habe skrill angeschrieben und ihnen mitgeteilt, dass ich eine Auszahlung erwarte, diese jedoch nicht ausgeführt werden konnte. Als Antwort erhielt ich, dass mein Account keine Restriktionen enthält. Siehe screenshot

Was Ecopayz angeht:

Ich habe meinen Account dort vor ca 8 Monaten geschlossen. Nun habe ich eine Wiedereröffnung des Accounts beantragt und warte auf Antwort.

Was ich nicht verstehe ist, dass ich meine Einzahlungen bei 5plusbet mit Jeton wallet gemacht habe (Nicht mit Skrill oder Ecopayz) und nun die Auszahlung über Jeton nicht funktioniert.

Positiv zu erwähnen ist, dass der Support von 5plusbet sich immer meldet und antwortet. Ich habe das Gefühl, dass Sie sich Mühe geben. Danke dafür. Aber leider habe ich bislang mein Geld noch nicht erhalten. Ich hoffe man findet eine Möglichkeit.

Gerne kann mir das Geld auch auf mein Bankkonto überwiesen werden.

Dear Volli5,

I would recommend you to use bank trasnfer as withdrawal method if there are problems with other payment providers. Also if there is a deposit method available, it doesn't mean it is available for withdrawals aswell. Please let us know how you decide and inform us about any update regarding the case.

Hello Nick,

I have already offered several times to use a bank transfer as a payment method. So far, however, I have not received any feedback.

I am very happy to make the payment via a bank transfer.

I am currently waiting for an answer from Ecopayz. I submitted an application to reopen my account with Ecopayz several days ago. If my account is reopened there, I will try to make the payout via Ecopayz.

Hallo Nick,

ich habe bereits mehrfach angeboten eine Banküberweisung als Auszahlugsmethode zu verwenden. Bislang habe ich jedoch noch keine Rückmeldung erhalten.

Von mir aus kann die Auszahlung sehr gerne über eine Banküberweisung stattfinden.

Aktuell warte ich noch auf eine Antwort von Ecopayz. Ich habe vor mehreren Tagen einen Antrag auf Wiedereröffnung meines Accounts bei Ecopayz gestellt. Sollte mein Account dort wieder eröffnet werden, dann werde ich versuchen die Auszahlung über Ecopayz zu machen.

Dear Volli,

I don't think you need any feedback in this case. Did you try just simply login into casino account a process a withdrawal request through bank trasnfer? If your current withdrawal request is pending you should be able to cancel it a make a new one.

Hello Nick,

I have now written to 5Plusbet and asked to cancel the current withdrawal request. As soon as this is done I will try to request a bank withdrawal

Hallo Nick,

ich habe 5Plusbet jetzt angeschrieben und darum gebeten den aktuellen Auszahlungsantrag abzubrechen. Sobald dies geschehen ist werde ich versuchen eine Bankauszahlung zu beantragen

Thank you for keeping us updated. Let us know the outcome.

Unfortunately, I have not yet received a payout. A bank transfer was not possible. The support from 5Plusbet told me that they would try to set up a bank transfer and that I should be patient. This was about 10 days ago.

I asked by email 3 days ago. The answer was I should wait a little longer.

Bislang habe ich leider noch keine Auszahlung erhalten. Eine Banküberweisung war nicht möglich. Der Support von 5Plusbet sagte mir, dass sie versuchen werden eine Banküberweisung einzurichten und ich mich gedulden soll. Dies war vor ca. 10 Tagen.

Vor 3 Tagen habe ich per E-Mail angefragt. Antwort war ich soll noch etwas warten.

Dear 5plusbet Casino,

Could you please advise what other payment method should the player use to make the withdrawal process faster as it seems it takes too long through bank transfer.

Dear Nick,

Player can use Ecopayz.

No player can't. How often? Ecopayz refuses to reopen my account. But I've already written that several times.

The only options I have are tokens and bank transfers.

Nein kann Spieler nicht. Wie oft denn noch? Ecopayz weigert sich mein Konto wieder zu eröffnen. Das habe ich aber schon mehrmals geschrieben.

Die einzige Möglichkeiten die ich habe sind Jeton und Banküberweisung.

Is there any other payment option which the player can safely use?

Dear Nick,

Оnly via bank transfer, we try to make it as quickly as possible.

Dear Volli,

Could you advise the status of your canceled withdrawal? Did you try to request a new one through bank transfer already? Please let us know.

Hello Nick,

the payout has been canceled.

The credit is on my casino account. The provider does not offer a bank transfer option for the withdrawal options. Therefore, I cannot request a new payout. I have been waiting for a response from the casino about how I can get a bank transfer for about 2 weeks.

Hallo Nick,

die Auszahlung wurde storniert.

Das Guthaben liegt auf meinem Casino Account. Der Anbieter bietet bei den Auszahlungsoptionen keine Möglichkeit für Banküberweisung an. Deswegen kann ich keine neue Auszahlung beantragen. Ich warte aktuell seit ca 2 Wochen auf eine Antwort des Casinos wie ich eine Banküberweisung bekommen kann.

These are the withdrawal options that are offered. If I click the top one (bank card (ec)) then I can't do anything because I haven't paid anything with the variant. A deposit would only be possible with a credit card. However, I do not use a credit card that is accepted.

Dies sind die Auszahlungsoptionen die angeboten werden. Wenn ich das oberste (bank card (ec)) klicke dann kann ich nichts machen, da ich mit der Variante nichts eingezahlt habe. Eine Einzahlung wäre nur mit Kreditkarte möglich. Ich benutze jedoch keine Kreditkarte die akzeptiert wird.

Dear 5plusbet Casino,

Can you make the withdrawal through bank transfer available to the player or process it somehow different?

Hi,

We will notify the player by e-mail when it is possible to make a transfer of funds, so that he can send us his details. At the moment we are concluding an agreement with a new partner bank, so there is a delay in payment.

Dear Volli5,

Please let us know if there will be any update regarding the case or when you will be able to process the withdrawal.

Hello Nick,

Since my time to reply is running out, I just wanted to inform you that I have not received a payment or an email yet.

Nothing has changed in the last 7 days.

Hallo Nick,

da meine Zeit zum Antworten bald abläuft wollte ich nur mitteilen, dass ich bislang weder eine Auszahlung noch eine E-Mail erhalten habe.

Innerhalb der letzten 7 Tage hat sich nichts verändert.

Dear 5plusbet Casino,

Can you provide us any time range when should be await any update regarding this case?

Hi,

It will take us a week at least.

I'll extend the timer by 7 days. Please let us know if there will be any update regarding the case.

Dear 5plusbet Casino,

A week have passed again so I would like to ask you if you can provide us any news regarding the case.

Hello, Nick

We are in progress, and we need some time else.

Extending the timer by 7 days but please keep in mind that we can't just keep extending the complaint without any additional information regarding the case. Hopefuly we will receive some as soon as possible.

Dear 5plusbet Casino,

Another 7 days passed. Please provide us some kind of information as requested before. Extending the timer by last 7 days. It there won't be any relevant update regarding the issue, we will be force to close the complaint as unresolved. However, you will be able to reopen it anytime.

Hello, Nick

We are still in the process of opening a bank account and we need more time for this.

Dear 5plusbet Casino,

As I mentioned before, if we won't receive any news about the case we will be forced to close the complaint. It will be now closed as unresolved. If you wish to reopen the complaint in the future please contact me to nikolas.b@casino.guru.

Best regards,

Nick

Casino.guru

The complaint was reopen on the casino's request. Requested more information trough e-mail.

We haven't receive any respond from the casino yet. Requested a few more information through e-mail communication.

Dear Nick,

We have sent you information by email.

Thank you for getting back to us. I've sent you a respond through mail. Looking forward to your answer.

Dear Nick,

We have sent you information by email.

It would be good if the casino's messages were not just sent by email but made publicly available. Then other users can see that it is a scam. When I played it was possible to place bets from Germany. In the meantime, the Casino Germany has blocked. In January, when I generated the winnings, it was still possible to log in and place bets even though the casino knew that I was playing from Germany.

Now I have 1500 euros in the game account and my account has been blocked. I would be okay with being transferred to me only 1000 euros. The casino can donate or keep the rest.

Es wäre gut wenn die Nachrichten des Casinos nicht nur per E-Mail geschickt werden sondern öffentlich zugänglich gemacht werden. Dann können andere Benutzer sehen, dass es sich um Betrug handelt. Als ich gespielt habe war es möglich Wetten aus Deutschland zu platzieren. Mittlerweile hat das Casino Deutschland gesperrt. Im Januar, als ich die Gewinne generiert habe war es noch möglich sich einzuloggen und wetten zu platzieren obwohl das Casino wusste dass ich aus Deutschland spiele.

Jetzt habe ich 1500 Euro auf dem Spielkonto und mein Konto wurde gesperrt. Ich wäre damit einverstanden dass man mir nur 1000 Euro überweist. Den Rest kann das Casino gerne spenden oder behalten.

Dear Volli5,

Unfortunately, we can't share the information provided by the casino. I'll mail you through a few details which may be shared. Please let us know about your next step after reading it.

Hello Nick,

I wrote you an email.

Hallo Nick,

Ich habe dir eine E-Mail geschrieben.

Thank you Volli5,

I'll be contacting the casino to let them know about the next steps.

Dear Volli5,

We are still waiting for the casino's answer at this time. We've asked them if there is a possible way to fully pay you out as we think that once they let you deposit and play, you should receive your full winnings if there wasn't any breach of casino terms. Will give an update once we get an answer from the casino.

Dear Nikolas,

We have sent you information by email.

Dear Volli,

We are currently dealing with the casino and planning to make a skype call regarding the case. This week has been a little busy for us so we might be able make the call today or most likely next week. Once we disscused it through with the casino I'll let you know the outcome.

Dear Volli,

After a longer proccesing of this case with the casino and my team, the casino decided not to pay you out as you are from a restricted country. However, as I mentioned before, once they let you play, they should also pay you out and we found this unfair and against our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries.

I am very sorry that we are not able to help you out more in this case, but we are forced to close it as unresolved. Be aware that if you change your decision, you may request to reopen at anytime. As this case will be unresolved, it will negatively affect the casino's rating. I would recommend you to contact their licensing authority as they might be still able to help you somehow.

Best regards,

Nick

Casino.guru