Before this I already verified everything including documents on 15/10/2019.

I have not received my 9095.60 euros withdrawal  date 30/10/2019. It has been 3 months but I still not paid.

I did live chat many times but they were unresponsive and gave unclear answers.

I emailed [email protected] but no reply. I also message their casino representative in lcb.org but no reply.

I tried to login to my account today  but only loading for long time.

Dear Martha,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. I can only imagine how frustrating it must have been for you to wait for your winnings for almost three months. Please allow me to ask you few questions so I can understand better what the issue might be. Did you receive an actual email from the casino that the account verification has been successfully completed? If so, please forward it to [email protected]. Afterwards, I will contact the casino and try to settle this case as soon as possible, to your satisfaction. 

Thank you in advance for your reply.

Best regards,

Petronela

Dear Martha,

Thank you very much for your quick reply. I contacted the casino regarding your delayed withdrawal. Hopefully, we will receive a response soon and sort this case to your satisfaction.

5plusbet Casino, thank you in advance for your reply. 

We would like to ask the 5plusbet 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’.

Dear Martha,

We will definitely understand the situation and give you an answer as fast as possible.

Best regards,

5plusbet Casino

Dear Martha, we figured out your situation.

You were mistakenly awarded rakeback after the last successful withdrawal of funds in the amount of 50 euro.  We do not have poker on the site, and you played blackjack and cashback is also was credited by mistake, since you played board games, and the promotion clearly states that cashback is given only to slots. Thus, the entire winnings were canceled, as it was received due to erroneously accrued bonuses. We apologize for the inconvenience.

Best regards,

5plusbet Casino

5plusbet Casino, thank you for your reply. If I understood it correctly, the player has received the bonus by a mistake. If this is the case, would you consider compensating the player? The whole situation has been created because of "mistakenly awarded rakeback". Please let me know if there is anything you could do, to settle this unpleasant case. 

Dear Petronela,

We credited a bonus of 15 euro on player's account for the mistake.

Best regards,

5plusbet Casino

5plusbet Casino, please could you send me a link for bonus Terms and Conditions on your website? I would like to check if the player was informed proprerly about the rules how the received bonus had to be played. Thank you in advance.

Dear Petronela, that is link on bonus: https://www.5plusbet11.com/#/promos/?slug=casino&news=315298

Best regards,

5plusbet Casino

Dear Martha,

I’m sure you have checked all the above conversation between the casino and myself. I have to say, that even if the casino rewarded you with a bonus by a mistake, there is a rule about any bonus to be used "for slots only". Are you aware of wagering/playing the bonus on different games? Please get back to me, I will be waiting for your reply patiently. Thank you.

Dear Martha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.