Dexterbet Casino - Der Spieler kann seine Gewinne nicht abheben.

My name is Anton, and I exclusively place bets on chess since I have a good understanding of this sport. The casino Dexterbet offers betting options on chess in the Live section. After registering and making a deposit, I placed bets for several days. Then one day, I noticed that I could no longer place bets; my bets were not being accepted. The casino's customer support has not responded to me, neither in the chat nor via email. I requested a withdrawal of my funds. I also indicated that I am ready to provide all necessary documents for the verification of my account. All my bets are absolutely legitimate. I have not violated any Dexterbet rules. I am filing this complaint so you could help me get my money back.

Меня зовут Антон, и я ставлю исключительно на шахматы. Поскольку в этом виде спорта разбираюсь. Данная букмекерская контора(казино) Dexterbet предоставляет ставки на шахматы в разделе Live. После регистрации и депозита я ставил ставки на протяжении нескольких дней и вот в один день я заметил, что я не могу больше ставить, мои ставки не принимаются. поддержка букмекерской конторы мне не отвечает не в чате не по почте. Я запросил вывод средств. Также написал что готов предоставить все необходимые документы для верификации моего аккаунта. Все мои ставки абсолютно честные. Я не нарушал не одно правило Dexterbet. Открываю жалобу что бы вы помогли мне получить мои деньги.

Dear antonkarab,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to emphasize that there probably isn't too much we could do regarding the bets that are being rejected. Nonetheless, do I understand correctly that you have an active balance that you are not able to withdraw? Has your withdrawal request been pending for too long? Or are you unable to request a withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

My bids were not rejected. All bets are settled. And the winnings are on my balance. Dexterbet casino has disabled chat. I can't contact support through online chat or email. I am asking you for help with withdrawing my funds since a specialist from Dexterbet is present here when you open a complaint. I uploaded my Ukrainian ID-passport into the verification field, as well as a document confirming my registration address. Ready for any type of verification. I ask you for help with the withdrawal of my funds! Thank you!

Мои ставки не были отклонены. Все ставки рассчитаны. И выигрыш находиться у меня на балансе. Dexterbet casino отключило чат. Я не могу связаться с поддержкой не в онлайн чате не по адресу электронной почты. Обращаюсь к вам за помощью вывода моих средств так как здесь присутствует специалист от Dexterbet когда открываешь жалобу. Я загрузил в поле для верификации свой id-паспорт Украины, а также документ подтверждающий адрес моей прописки. Готов на любые виды верификации. Прошу вас о помощи с выводом моих средств! Спасибо!

Thank you for your reply, antonkarab. Have you made any successful withdrawals before? Could you please advise if you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

I didn't use any bonus! I refused any bonuses upon registration, as well as when replenishing the casino through a crypto-wallet. I didn’t make more than one withdrawal until I wanted to withdraw 100€, leaving 700 on my balance (and after the money doesn’t arrive, there’s no feedback, I’m writing to you). There is no way to obtain information about a successful verification check because:

1) Support does not respond via online chat or email.

2) The verification section, into which I uploaded documents on my own initiative, also does not contain any indicators in the style of "under verification", "awaiting review", etc.

Я не использовал никаких бонус! Отказался от любых бонусов при регистрации, а также при пополнении казино, через крипто-кошелек. Я не делал не одного вывода средств до того момента как я захотел вывести 100€, оставив на балансе 700(и после того как деньги не приходят, нет обратной связи, пишу вам). Нет никакой возможности получить информацию об успешной проверки верификации потому что:

1)Поддержка не отвечает не в онлайн чате, не по адресу электронной почты.

2)Раздел верификации, в который я загрузил документы по своей инициативе, так же не содержит никаких индикаторов в стиле «на верификации», «ждет рассмотрения» и тд.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

I noticed that you requested the withdrawal last week. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Let's stay positive! But the fact that the withdrawal is 48 hours according to their own established rules and the fact that there is no feedback does not inspire confidence (

Давайте оставлять позитивный настрой! Но то что вывод 48 часов по ними же установленным правилам и то что нет никакой обратной связи не внушает доверия(

Dear antonkarab,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I need help! You gave the timer for 7 days not to me, but to Dexterbet! Because they don't get in touch. The money still hasn't arrived!

Мне нужна помощь! Вы таймер давали на 7 дней не мне, а Dexterbet! Потому что они не выходят на связь. Деньги до сих пор не поступили!

Thank you very much, antonkarab, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi antonkarab,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Dexterbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when can he expect it to be processed?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I was paid my winnings in full! I have no more complaints about Dexterbet.

Мне выплатили мой выигрыш в полном размере! Притензий к Dexterbet больше не имею.

Dear,

We would like to inform you that we have received and processed your payment from our end. Your transaction has been successfully completed.

If you have any further inquiries or require additional information, please feel free to reach out to our customer support team. We are here to assist you.

Thank you for choosing Dexterbet.com. We appreciate your business and look forward to serving you in the future.

Regards,

Dexterbet Team

Thank you very much, both parties, for the updates.

Dear antonkarab, I'm glad to hear that your issue has been resolved successfully, so now I will mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru