Hello!

They are not processing my withdrawal. I have deposited a total of over 5,000 USD, I haven’t used any bonuses, and my account is verified.

The first Skrill withdrawal (700 USD) was approved in one day, and I received the funds. The next withdrawal, worth 1,300 USD, was pending for 12 days. In the chat, I only got responses telling me to contact them via email. Each time I did, they replied that the withdrawal was under review by the finance department

Today, however, it was completely canceled with this message:

'We’re sorry but your cashout has been denied. The reason is: Sorry, but this service is temporarily unavailable. Please try the P2P gate.'

All my deposits were made via Skrill, so how am I supposed to get my money back? I’m not going to deposit any more, since they won’t even pay out the previous amounts.

Thanks in advance!

Dear mmikkola7,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what payment methods are available in your profile for withdrawals? Ideally, send me a screenshot of the payment methods you see.

Have you tried choosing a different payment method for the withdrawal of your winnings, or are you unable to choose any other besides Skrill?

When was the last time you successfully withdrew winnings from your casino account?

Have you passed the full KYC verification?

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

Best regards

Veronika

Dear Veronika,

Thank you for your response! I have attached a screenshot of the available withdrawal methods. Skrill has been removed from the options, and it is the only method I have used for deposits. However, I just tried withdrawing a smaller amount via MobilePay.

The last successful withdrawal was on February 11th. Here is a screenshot of that transaction as well.

After that, I attempted another withdrawal, which was rejected today.

The KYC process took seven days and was finally approved after I provided not only the standard documents but also selfies, a complete three-month statement from my Skrill account, and other details that are not usually requested.

I appreciate your help in resolving this issue.

Best regards,

M

Dear Veronika,

I am providing some additional details while waiting for your response.

I canceled my $300 MobilePay withdrawal from yesterday as it was not processing and instead made several smaller withdrawals ($50–$200). These have now been approved on the casino’s side, but it seems that I have to wait for another player to deposit through this method before I receive my funds(?)

I don’t think it makes sense that I should have to wait for weeks and potentially receive small amounts at a time. I have deposited over $5,000 exclusively via Skrill and have only received one $700 withdrawal through it. My current casino balance is approximately $9,000.

I am willing to compromise by requesting that I can withdraw at least the amount I have deposited via Skrill (minus the $700 already withdrawn). After that, I would be open to using P2P withdrawals for the remaining balance.

I appreciate your assistance in resolving this matter as soon as possible.

Thank you for your patience. Please note that it is common for withdrawal requests to take up to 14 days to process and be paid by the casino. If you are using a payment method for the first time, the casino might require you to make a small verification deposit to confirm that you are the owner of the selected payment method.

Could you please confirm if any of your recent withdrawal requests have been approved yet? Additionally, has the casino's customer support provided you with any guidance on how to proceed with a successful withdrawal now that Skrill is no longer available?

Looking forward to your reply.

Thank you for your message,

14 days is acceptable, but I don’t think it’s acceptable that I have to wait 12 days, only for the withdrawal to be cancelled and Skrill removed as a payment option.

Their customer support always responds with the same automated message, telling me I just need to wait for my withdrawal to be processed. This has also been the case with my previous Skrill withdrawal, even though they have completely cancelled it themselves.

Last week, I created both a Revolut and a PayPal account for P2P payments and made withdrawal requests using both methods.

I received €20 through Revolut on Wednesday, which is the only amount I’ve received from them in three weeks. The other amounts are still pending.

My account balance is $9000, of which about $5000 is "my" money, and the rest are winnings from the casino.

Could you please advise on the next steps I should take to ensure that I will eventually receive my funds within a reasonable timeframe?

Thank you for your response. Ideally, please refrain from canceling your withdrawal requests yourself. If the casino cancels these requests before the 14-day period expires, please inform us immediately, and we will intervene on your behalf.

If possible, kindly send me a screenshot of your withdrawal history showing the current pending withdrawal requests in your account.

Thank you for your patience and cooperation.

Thank you for your message. Attached is a screenshot of my withdrawal history for the past two weeks. During this time, I have only received a total of $150 (in two parts) via Revolut.

While this is certainly better than nothing, at this rate, it will take years for me to fully withdraw my funds. I am still wondering if they could allow a Skrill withdrawal at least up to the amount I have deposited through Skrill.

I appreciate your continued assistance and look forward to your response.

Thank you very much, mmikkola7, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear mmikkola7,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawals from Skrill has been declined. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite EGB Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal through Skrill has not yet been processed and what do you suggest he does so he can withdraw higher amounts if the Skrill payment method is not available at the moment?

Thank you in advance for providing the information.

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 mmikkola7,

I have tried to contact the EGB Casino outside of this thread, so I would give them couple more days to respond.

Dear mmikkola7,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/regulation/online-gaming) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett