Elabet Casino - generelle Diskussion (Seite 2)

After mentioning AAMS and complaining via one of several emails, they finally responded to me!! I made a mistake when making the first deposits with my partner's prepaid card, which incidentally later I went to check the terms and didn't find any specific wording... However, they asked me for documentation and a certificate that the error will not happen again. .. Having said that, I wonder, who knows how long it will take for the next response, and if they won't ask for anything else... It's always just a lot of stalling for me, since everything has been going on for weeks and having only had one response so far... Let's hope so 🤞🏽

Dopo aver nominato AAMS e reclamo via una delle svariate mail, finalmente mi hanno risposto!! Avevo sbagliato effettuando i primi depositi con la prepagata della mia compagna, cosa che tra l’altro dopo sono andato a controllore i termini e non ne ho trovato dicitura specifica.. Comuque mi hanno chiesto sua documentazione e un attestato che l’errore non ricapiterà.. Detto ciò mi chiedo, chissà quanto ci vorrà per la prossima risposta, e se non chiederanno altro ancora… Mi sempre tutto solo un gran temporeggiare, essendo settimane che il tutto va avanti ed avendo avuto un solo riscontro fin’ora… Speriamo bene 🤞🏽

I wouldn't exactly say that they are excuses for not paying. If you read carefully, you will find out that other players made a mistake in sending the requested documents or even violated some rules. I can see that the casino is actually willing to help in these cases. The main thing is to fully cooperate with the casino and send all the documents they asked you for, where you need to make sure they are the right ones, in the right format, and of good quality.

If you feel that you need help from our team, please let us know, and you can file a complaint.

To me, all this sounds like a pretty normal KYC procedure, to tell you the truth.🤷‍♀️

It is nothing unusual that a casino will need the bank statements of the player to have all the information needed for player to pass the KYC. Usually, all the banks provide those monthly and in PDF format, which you just need to resend to the casino.

So hopefully you will be able to do so soon, and this way you can move closer to getting your account verified and withdrawing the money.🤞

Well, in most online casinos, this is not allowed. You need to use your own card to deposit the money. Otherwise, you will not be able to withdraw your winnings.🤷‍♀️

I can see that the casino really wants to comply with your request and give you the option to fix your mistake. So, hopefully, after all this, you will be able to get to your winnings. Please, surely, keep us informed about any upcoming events.

I definitely made a stupid mistake, although I checked the terms afterwards and couldn't find anything about it so I thought that wasn't the problem. Anyway, I'll keep you updated, I hope everything gets resolved!

Sicuramente ho fatto un errore stupido, anche se dopo ho controllato nei termini e non avevo trovato nulla a riguardo quindi ho pensato che non fosse quello il problema. Comunque vi tengo aggiornati, spero si risolva tutto!

Thanks for support.

I read all the testimonials, but I played without violating any rules and only used cards registered to me.

The casino first confirmed that it had received the requested documents, then suspended my account and asked again for one of the documents already sent (a utility bill).

Then I never received any replies despite reminders via email, so it doesn't seem like cooperative behavior to me.

In any case, I'll wait a few more days and I'll let you know.

Grazie del supporto.

Ho letto tutte le testimonianze, io però ho giocato senza violare alcuna regola e utilizzato solo carte intestate a me.

Il casinò mi ha prima confermato di aver ricevuto i documenti richiesti, in seguito mi ha sospeso il conto e chiesto nuovamente uno dei documenti già inviati (bolletta di un’utenza).

Poi non ho più avuto risposte nonostante i solleciti via e-mail, quindi non mi sembra un comportamento collaborativo.

Ad ogni modo attendo ancora qualche giorno e vi faró sapere.

Please do that, we want to know everything regarding your case.

How long ago did you send the last document, if I may ask?

We'll wait for any updates.

Of course, I sent it on Saturday 01/06

Certo, l’ho inviato sabato 01/06

Ok, so please let us know whenever you'll have some news for us.

The point is that i gave them all that they requested but they told me that it's not good because i could have modified the PDF document.

I didn't do anything, i asked my bank the document, i gave them, and they told me i can modify. If the bank gives me this document what can i do?

I surely do get your point here, and therefore I hope that we will be able to get this case solved as soon as possible with the best possible outcome.

If you have any updates, please come forward.

And this is the update

In practice, they don't accept the list of transactions (after asking me for the list of transactions in the email), because it is a list of transactions and not a bank statement, and which can be filtered (????).

I therefore ask the bank if it can provide me with the account statement for the last 3 months and not the list of transactions, sending them screenshots of what Elabet assistance told me.

And what do they answer me? Obviously it is not possible to have the official account statement whenever and however I like, but that this is drawn up ANNUALLY. While it is possible to request the list of movements at any time.

What do they specify then? The movement list cannot be modified in its form.

Therefore, it is quite serious that the casino claims the right to claim that an OFFICIAL DOCUMENT produced by a bank is modifiable.

It is also serious that he claims to have a document that cannot be obtained. As if I claimed to know a company's quarterly report before the end of the quarter, or the annual balance sheet before the end of the year.

I reported this to support. So far they haven't responded to me yet. Let's see, maybe it's a good sign because they don't know what to hold on to anymore, or they're thinking about it.

E questo è l'aggiornamento

In pratica, non accettano la lista movimenti (dopo avermi chiesto lista movimenti nella mail), perchè è una lista movimenti e non un estratto conto, e che può essere filtrato (????).

Chiedo quindi alla banca, se può fornirmi l'estratto conto degli ultimi 3 mesi e non la lista movimenti, inviandogli screenshot di cosa mi ha detto l'assistenza Elabet.

E cosa mi rispondono? Ovviamente che non è possibile avere l'estratto conto ufficiale quando e come pare a me, ma che questo viene redatto ANNUALMENTE. Mentre è possibile richiedere la lista movimenti in qualsiasi momento.

Cosa specificano poi? La lista movimenti non può essere modificata nella sua forma.

Perciò, è abbastanza grave che il casinò si arroghi il diritto di affermare che un DOCUMENTO UFFICIALE prodotto da una banca sia modificabile.

E altresì pure grave che pretenda di avere un documento che non è possibile ottenere. Come se io pretendessi di conoscere la trimestrale di un azienda prima della fine del trimestre, o il bilancio annuale, prima della fine dell'anno.

Ho fatto presente questo all'assistenza. Per adesso ancora non mi han risposto. Vediamo, forse è un buon segno perchè non sanno più a cosa aggrapparsi, o ci stanno pensando.

Well, this is quite a messed-up situation. Right? Hopefully, you will be able to find a way out of this in the best possible way. Our team will also do everything possible to help. Let's wait and see.

They keep asking me for documents, every time I send them something they make me wait days, and then ask me for more, it's been a month now... Did any of you go well?? They have paid? There is not a single testimony that they paid a withdrawal

A me continuano a chiedere documenti, ogni volta che gli mando qualcosa mi fanno aspettare giorni, per poi chiedermi altro ancora, ormai è un mese... A qualcuno di voi è andata bene?? Hanno pagato? Non c’è una sola testimonianza che abbiano saldato un prelievo

I see that your case has been dragging on for quite a long time, what kind of documents are they still demanding from you ? Were they also approved or rejected ? I don't envy your situation at all because it must be annoying and I don't understand why they can't ask for the documents at once and verify them rather than one by one. I don't know what can take the casino so long to verify one document and then ask for something again and then have to deal with it several days later. 

I have also seen that even in the case of a complaint they should write it off and they only have an hour. Then the timer is extended again for a week and if they do not reply, the complaint is closed as unresolved. I would hate to see that and the best thing would be for them to comment and verify you. 

Anyway, are you still in contact with the casino or do they not even write you back if you ask them something ? 

I managed to contact them again this morning, absurd answers. I attach the screenshot

they asked me for the usual documents to verify identity, residence, deposit and withdrawal methods. I sent everything away

They don't respond to the email in question

Sono riuscito a ricontattarli stamani, risposte assurde allego lo screenshot

mi hanno chiesto i soliti documenti per verificare identità, residenza, metodi di deposito e prelievo. Ho mandato tutto via via

Nella mail del caso non rispondono

I'm so sorry. I didn't learn much from the screenshot because it's so general and they don't have any timeframe, so basically it's an answer about nothing.  

In terms of verification, yes, these are basic documents and I'm not sure what can take them so long. Still, don't give up even though it must be frustrating and endure the whole process. Just don't do anything with the money because in cases like this I know the players will get bored and eventually lose it. So that's my recommendation to hold out. 

I hope our team manage to help you.

Even if I can't, my account is suspended.

At least they gave me some justifications or indications... it's all absurd

Anche fosse non posso, ho l’account sospeso.

Almeno mi dessero delle giustificazioni o indicazioni… è tutto assurdo

Well, it's good for something that you have a blocked account. I saw that the timer has been extended but I don't know if they will answer when they had a week to do it and nothing happened. 

Anyway, you mentioned in the screenshot earlier that you will contact AAMS, do you think you will do that and complain there ? It's one of the possibilities, so that's why I'm asking. 

Let me know.