The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The issue involved multiple canceled payouts totaling EUR 800,000, with delays attributed to KYC verification and insufficient documentation. After resubmitting the required documents and undergoing a lengthy process, the casino had begun to process the payouts. The complaint was marked as resolved by the Complaints Team.
Efbet Casino RS - Player believes that their withdrawal has been delayed.
Amount: €60,000
Efbet Casino RS
Safety Index:Above averageSafety Index
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I requested withdrawals totaling €60,000.00 on March 18th and 19th. After repeated contact (by phone, live chat, and email), I was informed that the withdrawal requests had been approved and that I would receive them within 24 hours. 24 hours seemed like a long time. Efbet's terms and conditions state a maximum of 24 hours (->6.1). Deposits are also processed within seconds. My VISA card also receives them within seconds. Now another support employee informed me that the AML department sent me an email and that I have something to declare. I was playing with winnings/withdrawals from the same casino (Efbet) and have generated more winnings as a result. Since when do I have to declare these? This should make the origin clear. Furthermore, I haven't received an email from them regarding a declaration. I've checked my inbox and spam folder. I sent two emails to the AML department and couldn't reach anyone by phone for hours. All I can see is that the withdrawal requests have now been canceled and the €60,000 is back in my player account. Note: I also made winnings and received payouts totaling €45,000 on Monday (March 17 and 18, 2025). Everything worked fine then.
However, I used these payouts again at the online casino and have now won something again. So the origin is proven. I urgently request your help!
English version with translator:
I requested withdrawals totaling €60,000.00 on March 18th and 19th. After repeated contact (by phone, live chat, and email), I was informed that the withdrawal requests had been approved and that I would receive them within 24 hours. 24 hours seemed like a long time. Efbet's terms and conditions state a maximum of 24 hours (->6.1). Deposits are also processed within seconds. My VISA card also receives them within seconds. Now another support employee informed me that the AML department sent me an email and that I have something to declare. I was playing with winnings/withdrawals from the same casino (Efbet) and have generated more winnings as a result. Since when do I have to declare these? This should make the origin clear. Furthermore, I haven't received an email from them regarding a declaration. I've checked my inbox and spam folder. I sent two emails to the AML department and haven't reached anyone by phone for hours. All I can see is that the withdrawal requests have now been canceled and the €60,000 is back in my player account.
Note: I also made winnings on Monday (March 17 and 18, 2025) and received payouts totaling €45,000. Everything worked fine then.
However, I used these withdrawals again in the online casino and have now won something again. So the origin is verified.
I urgently request your help!
Automatic translation:
Public
PR Assistant
Public
3 months ago
Dear stylzhood,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
3 months ago
Translation
The payouts (total: EUR 60,000) were canceled.
The payouts are back in the player account.
I didn't receive any further email.
The specialist department ( I can't reach them. I've been trying by phone for hours and I've sent two emails.
The withdrawals (Total: 60,000 EUR) rejected/cancelled!
The amount is back in my Efbet account.
I didn't receive an email why it was rejected.
The AML I can't contact.
The withdrawals on Monday and Wednesday were suggestive.
Automatic translation:
Public
Public
3 months ago
Translation
Addendum: I received an email from Efbet (AML department) stating that I have to declare all my deposits (from June 27, 2024, to March 18, 2025). I have now submitted proof of the origin of the funds! But why are they only asking for it now with a larger withdrawal? If I hadn't won anything, the origin of the funds wouldn't have been requested and it wouldn't have mattered. I find this procedure questionable.
Automatic translation:
Public
Public
3 months ago
Translation
I've now resubmitted all the documents because something is always missing or insufficient. I'm still waiting for the declaration to be completed. I still can't withdraw from my Efbet account.
I would like to withdraw my entire balance now, which is now a total of 800,000.00 euros, but all withdrawals are immediately canceled and not accepted.
Can you change the value in dispute to 800,000.00 euros?
English version:
I've now resubmitted all the documents because something is always missing or insufficient. I'm still waiting until the declaration is complete. I still can't withdraw from my Efbet account.
I would like to withdraw my entire balance, which is now a total of 800,000.00 euros, but all withdrawals are immediately canceled and not accepted.
Can you change the value in dispute to 800,000.00 euros?
Automatic translation:
Public
Public
3 months ago
Translation
The casino is finally paying out. Not all at once, but it's paying out. After a long declaration and so on. I've written many complaints. Phone support is also very poor, and every second person just hangs up. You can close the case.
Automatic translation:
Public
PR Assistant
Public
3 months ago
Dear stylzhood,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
www.kpvfaw.com
