Bobby Casino - Гравець вважає, що виникла затримка із виведенням коштів

I have emailed and live chat. I played through my 6000$ play through with 3800 I was verified by kyc and Bitcoin address was sent 5 times after being verified. While my withdrawal was pending my balance was 0 so I deposited to keep playing. A day later they rejected my withdrawal then tried to say I broke terms because I deposited with a balance when that’s completely untrue. I have emails to prove I had 0 balance. I just want my withdrawal, I hit a grand prize and I would like to see it soon

Dear carboi215,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They are now trying to say i voided my winnings when I deposited they say I had a balance when I indeed did not my balance was 0 and I waited a day to deposit so I really have a issue on my hand

employee from Bobby casino telling me I can withdrawal 300$ meaning I complied with what I was told by employee in there live chat. Clear as day from screenshot I took of the chat. I’m so glad I did because this is where they would tell me no employees said that and say I was lying.

Thank you for your reply, carboi215. I would like to emphasize that the casino has a maximum cashout limit stated in the General T&Cs:

"The maximum amount that any player can cash out when a deposit is made is 10 times the deposit amount, Whether the player redeemed any bonus or not on the deposit."

Have you accumulated your winnings with or without an active bonus? Also, I am not sure I understand correctly whether the casino has paid out at least the limited amount or not. Could you please clarify that?

They casino did not pay anything to me. I won my winnings after I deposited. When my balance was 0, I deposited 30$ one day after I requested my withdraw. First they said I can only withdrawal 100$, so THEY cancel my withdrawal. So I ask live chat how do I get the other money I won they told me 10x my deposit which is 300$ so I tried 300$ to withdrawal. Then while waiting the tell me yesterday now my winnings are void because I had a balance when I deposited. Which is false. They don’t want to pay my winnings so they are making the rules up that are not in the terms.

Dear Darrin,

We have reviewed your profile. We have observed that your first withdrawal for $1600 on 12/8/2022 4:28:55 AM

Then, when your balance is at 0, you made a deposit of $30 on 12/8/2022 10:06:34 PM.

Your withdrawal request was cancelled on 12/9/2022 3:06:49 AM, as you have requested cash out for $1600 instead of $100. Hence, it is clear that your withdrawal is only on Welcome Free chip.

Could you please go through your payment history in your profile once again?

Regards,

Bobby Casino

I told only $100 after I made my deposit. So you cancelled tit and i tried to withdrawal $100z. I waited weeks and live chat every single day to know where my deposit was in the process. I got the same answers that the withdrawal team will email me. I have been going back and forth for 3 weeks. Waiting. Then I talk to another agent about the rest of my money and how to receive it they tell me once my 100$ was processed. I can then only withdraw 300$ for my deposit. I made. I said ok when is it going to be processed I got the same computerized answer "they will email you". I saved screenshots of every chat just for this reason. You’re making excuses of why I don’t have my withdrawal. The question I have is when will I receive my withdrawal. When I log in it still says pending and we are now going into week 4. I just wanted to add no matter how you look at it. I had a 0 balance when I deposited. You cancelled it. But I still hit my jackpot on my 30$ deposit. Not your chip. So I will your casino do right by me and send me my winnings or do you keep your bad reputation of not paying people their winnings and continue to lose your customers.

carboi215, did you claim any bonuses when you deposited those 30$?

No I did not claim any bonus when I deposit 30$

Thank you very much, carboi215, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

Dear carboi215,

I’m sorry to hear about your negative experience. I’ll be assisting you from now on. Could you please clarify the disputed amount? What is your current gaming account balance? Do I understand correctly that the withdrawal of $100 (of winnings from the $100 Welcome Free Chip) is currently in a ‘Pending’ state?

Dear casino team,

Could you please let us know when can we expect progress to be made in regard to the withdrawal of carboi215’s bonus winnings? Furthermore, could you please advise if I do understand correctly that carboi215’s winnings from the $30 deposit are being capped at $300 despite the fact that the deposited amount was not connected to any promotional offer?

Dear Andrej,

He made a deposit of $30 and lost his balance during game play. His withdrawal is only on Welcome Bonus $200.

If you need more clarification, we can share you his payment history to your Email address.

Regards,

Bobby Casino

Bobby casino ,

the point is I withdrew bringing my balance to 0. In which I waited a day to deposit. With my balance still 0. You canceled my withdrawal and told me I can first withdraw 100$ then 300$ with my deposit. That’s why I screenshot my chats so you can’t lie and say it’s wasn’t said to me you crooks.

Your employees on numerous chats assured me I would receive my money. So because they said it. You need to send my money. I’ll even settle for what they guaranteed me which is 400$ of the 3800 I really won. I have the proof so you can’t lie your way around it.

Thank you, Bobby Casino team, carboi215, for your replies.

Dear carboi215,

You mentioned you were told by the casino’s customer support that you would be allowed to withdraw $300 (10x your deposit) after the $100 from the bonus winnings would be processed. Could you please provide the screenshots of the conversation with the chat support agent you mentioned? At which point was this statement made?

Dear casino team,

We’d like to kindly ask you to clarify the circumstances regarding the claim that the player’s deposit was lost as well as regarding the claim that the reason why the winnings the player accumulated after placing the deposit were void was that there was balance present in his gaming account at the time he made the deposit. To support your claims, please provide carboi215’s transaction history to andrej.p@casino.guru.

I did up load the screenshot I will crop the same text off it saying 10x the deposit amounT

andrej,

this is why they reputation is so bad. I provided proof and they aren’t doing anything to help the situation they they have not responded or even processed my STILL.(for 3 weeks) pending 100$. But you see I provided my screenshot of the agent telling me I can withdrawal 10x my deposit. Which means I can withdraw a total of 400$ of the 3500$ I actually won. Which I am willing to let it my complaint go if they just give me my 400$ of the 3500$. Problem would be solved. And I will be satisfied. But they don’t have the decency to settle on that. We are still waiting on a reply.

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.

Dear carboi215,

Thank you for providing the requested information. It’s not clear from the screenshot whether the live chat support agent’s statement (stating that you would be allowed to withdraw 10x of your deposit) was meant for the deposit you activated the bonus offer with or for the $30 deposit you made after requesting the withdrawal of your bonus winnings. Are you certain that it was related to the $30 deposit?

Unfortunately, we haven’t received any new information from the casino in the past two weeks. Nonetheless, the casino representative indicated that your winnings were not accumulated using the deposited funds as the deposited amount was played down, and subsequently, it was bonus funds you were playing with, making any possible winnings subject to the terms and conditions of the specific bonus offer.

Therefore, could you please clarify whether you accumulated the winnings before or after the $1600 was returned to your gaming account? Furthermore, I’d like to kindly ask you to provide screenshots of the transaction history from your gaming account. You can upload the information directly to this thread or forward it to andrej.p@casino.guru.

Yes i that statement was made a few times by multiple agents. And they assured me I would be getting my withdrawal. I did accumulate my winnings before the 1600 was returned to my account. Because when I wanted to withdraw. It said I had a pending withdrawal which enabled me from doing another transaction. They are slim balls and I wouldn’t recommend anyone to play on their site. I provided enough evidence that the still tried to deny . I wish I had more screenshots of all my chats but some got lost when the agent ended my chat abruptly.

Thank you, carboi215, for clarifying the situation. Could you please provide screenshots of the relevant parts of your transaction and payment histories? You should be able to access this information when logged in to your gaming account by clicking your username and choosing ‘History’ from the drop-down menu.

In the meantime, we would like to remind the Bobby Casino team that this information has already been requested from them, however, we haven’t received any messages from them in the past three weeks.

Dear carboi215,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.