The issue is that I have an old phone number and I'm on a voucher, not an account. I've been wanting to change my number for a long time and they tell me that it's not possible. As a result, I'm losing all bonus messages and updates. This is not right, and I'm submitting a complaint for the violation of my rights.

Проблема е че съм със стар телефонен номер и съм на валчер не на сметка искам от дълго време да си променя номера и те ми казват че немигащ така губя всички съобщения за бонуси и актуализации и като цяло не е правилно пускам жалба за нарушаване на правата ми

Dear penkoyankov,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with efbet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you contacted customer support via email as suggested by the live chat agent? The email of the casino support should be [email protected]

Could you please advise if you passed the full KYC verification?

Could you please explain what you mean by saying that you are on a voucher, not an account?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes I contacted I sent photos with evidence did you not receive them yes I passed full verification

Да свързах се изпратих снимки със доказателства не ги ли получихте да преминал съм пълна верификация

the evidence, photos from yesterday when I wrote to you like this, I can't receive offers, bonuses and everything is a scam, I am registered everywhere in the online casinos with this number which is not on my account and there is no problem, however, I haven't had it on the site here for a long time and they don't want me they are changing it because I am not on the account then why am I registered everywhere with the current one which is also not on the account these photos are from yesterday when I filed a complaint

доказателствата снимки от вчера когато ви писах така немога да получавам оферти бонуси и всичко е измама аз на всякъде във онлайн казината съм регистриран със този номер които не е на сметка и няма проблем обаче този които във саита тук го нямам отдавна и не искат да ми го сменят защото не съм на сметка тогава защо навсякъде съм регистриран със сегашният които също не е на сметка тези снимки са от вчера когато пуснах жалба

It seems like you have been communicating with the casino's support team through their chat feature. However, based on the screenshots you provided, it seems like they have asked you to contact them via email instead. They have requested you to send an email from the same email address that you used to open your account, in order to change your phone number. Have you tried contacting them through email yet?

I just saw your letter of 01/01/2024

I emailed them, I'm just waiting for an answer and I'll show you what it is

Ето сега видях писмото ви на 01.01.2024 г

писах им на емеила току що чакам отговор и ще ви покажа какъв е

Thank you very much, penkoyankov, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([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.

Hello, penkoyankov!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

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 Bulgarian Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team