[jmvargas1490]

2 days ago, i played baccarat via live bet on their live casino. I started at bankroll of 24mbtc. Luckily i got winning streak by betting mostly on the bankers side. As my balance grows my bet also increases. I started by betting 2mbtcs then later on 25, 50 till i can manage to bet 500mbtc and the highest was 1.25k mbtc. In just an hour of playing baccarat i luckily won 10k mbtc. When i reached 12k mbtc i decided to stop there. I requested a payout immediately as soon as i stopped playing. I requested 1005mbtc as payout and retained my remaining winnings for betting purposes or for my future casino gamble. An hour after i submitted my payout request. They closed my account, so i decided to contact them thru email because they dont have live support chat. They said that my account was closed and my payout is on hold because they will go under investigation on my account. I replied on their statement asking how long will it take for them to do that. They dont give me straight answers. Until now i keep emailing them for an update on my status but still they dont answer my emails.

To summarize : I won 12.5k mbtc on baccarat via live casino at vitalbet.com. They closed my account and hold my payout when i withdraw 10kmbtc from my winnings. It has passed 48hours.

[jmvargas1490]

Update: They responded to my last email which i said ill be reporting their site to sportsbookreview sites if they dont give me my winnings. They said that my account is still on investigation process. They said that they cannot give me a particular time frame on their process. Was that a good reason?

[davisca86]

Seems like books are afraid of getting bashed down here.

[jmvargas1490]

Update

I have contacted them again via email. Still they keep telling me the same thing. Below is their response to my message...


Dear Sir,

As you have already been informed, the necessary checks would be performed by the team in charge.


To get this done, they might need several days.


Once we have any details on the progress, we will immediately get back to you.


In the meantime, thank you for your patience.

[moojoo]

Wait untill friday,and then contact them again,if they dont contact you first.

[jmvargas1490]

Wait untill friday,and then contact them again,if they dont contact you first.

Yeah, think i will do that. Its gonna be 1 week on fri after they closed and hang my payout

[jmvargas1490]

Update

Its been a week now since i have requested my payout. Still my account is locked and they have not been responding to my email messages. I guess im not going to get my winnings from them.

[Optional]

Update

Its been a week now since i have requested my payout. Still my account is locked and they have not been responding to my email messages. I guess im not going to get my winnings from them.

Apologies for the slow reply. I have been at the SBR bash and suffered laptop issues.

It sounds unusual to question casino play, unless it's a bonus abuse issue.

Hopefully this is just regular KYC, which can often take a week or more at many books.

As someone else suggested, I'd wait until the end of the week and if you sill havent heard any news maybe fill in a sportsbook complaint form and ask SBR to reach out to them for you.

It rarely helps to hassle them during the process btw. And may even have the effect of making some books look at you more carefully.

[jmvargas1490]

Apologies for the slow reply. I have been at the SBR bash and suffered laptop issues.

It sounds unusual to question casino play, unless it's a bonus abuse issue.

Hopefully this is just regular KYC, which can often take a week or more at many books.

As someone else suggested, I'd wait until the end of the week and if you sill havent heard any news maybe fill in a sportsbook complaint form and ask SBR to reach out to them for you.

It rarely helps to hassle them during the process btw. And may even have the effect of making some books look at you more carefully.

Hi, thank you for reaching out. I have already submitted a sportsbook complaint. what is the standard time frame for a sportsbook to make a investigation on players account. Thats what they keep saying when im getting an update

[Optional]

I dont think there is a standard time really.

Most are a day or two. Quite a few take a week and sometimes a couple of weeks.

Any longer than that is generally considered unreasonable.

If the case has come to me (still catching up after the SBR bash) I would probably suggest that we wait a week to give them a chance to complete it... but that said I do know of another case where KYC is taking months there and they are still saying please wait until completed with no explanation or ETA.

[jmvargas1490]

I dont think there is a standard time really.

Most are a day or two. Quite a few take a week and sometimes a couple of weeks.

Any longer than that is generally considered unreasonable.

If the case has come to me (still catching up after the SBR bash) I would probably suggest that we wait a week to give them a chance to complete it... but that said I do know of another case where KYC is taking months there and they are still saying please wait until completed with no explanation or ETA.

Dear Sir,

As you have already been informed, the necessary checks would be performed by the team in charge.


To get this done, they might need several days.


Once we have any details on the progress, we will immediately get back to you.


In the meantime, thank you for your patience.

- this their last message on me. it was 5 days ago. They already said the investigation process last week.

[jmvargas1490]

Update

I tried sending them an email this morning but still no response. I have sent them my ultimatum. I give them 72 more hours to resolve my account and payout issue. if no money or adequate reply is received, I will be contacting the appropriate governing body and all of the major online bookmaker review sites to seek their assistance and lodge a general complaint about the service provided by this bookmaker. Including the IBAS and ABB.

[Optional]

Update

I tried sending them an email this morning but still no response. I have sent them my ultimatum. I give them 72 more hours to resolve my account and payout issue. if no money or adequate reply is received, I will be contacting the appropriate governing body and all of the major online bookmaker review sites to seek their assistance and lodge a general complaint about the service provided by this bookmaker. Including the IBAS and ABB.

no need to wait 72 hours. Here is a recent reply from them to a player who has been waiting for several months already

We would like to reassure you that the team in charge of the investigation has confirmed that they are still working on it.

As earlier informed, as soon as we have any information from them, we would forward it to you.


Sincerely Yours,

VitalBet.com Customer Support
The Official Sportsbook & Casino of Manny Pacquiao

[jmvargas1490]

no need to wait 72 hours. Here is a recent reply from them to a player who has been waiting for several months already

LMAO! I wont expect to get mine as well. Better ill warn my co-bettors to avoid this trash bookmaker. They are just milking and tricking people into their bookmaker

[mathiasreif]

Another withdrawal problem here I tried to withdraw 1.8 btc since Monday. Transaction stucked at pending, no reply to my email at all.

[jmvargas1490]

Another withdrawal problem here I tried to withdraw 1.8 btc since Monday. Transaction stucked at pending, no reply to my email at all.

IS the bookmaker vitalbet also?

[mathiasreif]

IS the bookmaker vitalbet also?

Of course. I went google for incidents with vitalbet and found this thread of yours.

Their office is in Netherland? I think we'll have to send complaint here: http://www.kansspelautoriteit.nl/alg...rotecting-and/

[v87]

Galaxy 88 Ltd, 3 Rotterdam Drive , e14 3ja, London, United Kingdom.
License and regulation is provided by the Government of Curacao, license #365/JAZ

So you should contact the Curacao gaming authorities.
Most people can speak Dutch there, but Curacao has been independant since 2010

[Optional]

info@gaming-curacao.com is the email address of the sub-license issuer for 365/JAZ


They rarely reply to player complaints but it might help if they receive a flood of them from different affected bettors at once...

[jmvargas1490]

info@gaming-curacao.com is the email address of the sub-license issuer for 365/JAZ




They rarely reply to player complaints but it might help if they receive a flood of them from different affected bettors at once...

I have already sent an email to them about 3 days ago, unfortunately it seems they don't have any plans on replying. Seem this people are milking customers for a long time now

[jmvargas1490]

Of course. I went google for incidents with vitalbet and found this thread of yours.

Their office is in Netherland? I think we'll have to send complaint here: http://www.kansspelautoriteit.nl/alg...rotecting-and/

I have submitted a complaint just now. Hopefully they will reply on my complaint.

[jmvargas1490]

Update

They have replied on my last message. Unfortunately they are saying the same reason. Read their reply below


Dear Sir,

We are sorry for your frustration!


As earlier informed, your account had been temporarily locked.

We had promised you to keep you updated with the investigation progress.


We have not provided you with details yet because the team in charge is still working on it.


Sincerely Yours,
VitalBet.com Customer Support
The Official Sportsbook & Casino of Manny Pacquiao

[davisca86]

If your looking for a new place to play give me a shout...

[jmvargas1490]

If your looking for a new place to play give me a shout...

what do you suggest?

[jmvargas1490]

Update

The info@gaming-curacao.com have responded on my email regarding on payout issue against the bookmaker vitalbet.com . They ask me to fill out the complaint form they have sent me so they can open a case. I have also sent an email to vitalbet. I told them that ill give them a couple more days to resolve my payout issue. If no progress has not been made, I will be submitting my complaint form. See image below for the complaint form that the info@gaming-curacao.com has sent me.

http://i.imgur.com/sWZOmAR.jpg

[Pinocchio]

While it's likely true that this book is complete garbage, shouldn't a complaint be initiated after the book has refused to pay, and not while it's simply reviewing an account? What is the complaint going to be exactly? Book so and so is reviewing my account, stop them now and force them to give me my winnings?

[jmvargas1490]

While it's likely true that this book is complete garbage, shouldn't a complaint be initiated after the book has refused to pay, and not while it's simply reviewing an account? What is the complaint going to be exactly? Book so and so is reviewing my account, stop them now and force them to give me my winnings?

I dont get your point, can you explain it further please?

[dealer wins]

Better ill warn my co-bettors to avoid this trash bookmaker.

hmmmmmmmm

[jmvargas1490]

Update

This is their last message to my email. Copy and paste the link below to view their message

http://i.imgur.com/NkZfMCL.png

Any advice?

[getlucky2win]

Lol. U got bent out of shape rather quickly. I would of given them a couple weeks before I started pestering them. If they didnt get me verified by end of the month I would contact them everyday

[jmvargas1490]

Lol. U got bent out of shape rather quickly. I would of given them a couple weeks before I started pestering them. If they didnt get me verified by end of the month I would contact them everyday

Its been more than 2 weeks now bro.

[getlucky2win]

Its been more than 2 weeks now bro.

Exactly. I know it sux. But hasn't really been that long. If u need the money that bad u shouldn't be gambling

[jmvargas1490]

Exactly. I know it sux. But hasn't really been that long. If u need the money that bad u shouldn't be gambling

have you been in a situation like this before?

[mathiasreif]

Another withdrawal problem here I tried to withdraw 1.8 btc since Monday. Transaction stucked at pending, no reply to my email at all.

Update: 3 days ago I managed to reach vitalbet after sending another email, and they cancelled my pending transaction. I withdrew a portion of my winning and received it yesterday.

[jmvargas1490]

Update: 3 days ago I managed to reach vitalbet after sending another email, and they cancelled my pending transaction. I withdrew a portion of my winning and received it yesterday.

Why did they cancel your transaction and how much did you withdraw