The player from Ireland is struggling to withdraw his winning due to an issue with a payment provider. Shortly after we managed to get in touch with the representatives of the casino, the issue was being worked on and eventually resolved.
13Bet Casino - Player is struggling to withdraw his winnings.
Amount: €1,500
13Bet Casino
Safety Index:Above averageSafety Index
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7.1
13Bet Casino has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
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RESOLVED
Case summary
8 months ago
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2 years ago
Hi.i have an account in 13 bet casino,and I have a strange situation regarding my last withdrawal.i have fully verified account,made a lot of deposit with my Skrill wallet,already made one withdrawal by the same method,and the last withdrawal,was cancelled,without no reason.after several times to withdraw the amount I have,always cancelled.i spoke with an agent, he send me a email telling that the casino allowed my withdrawal and try again,and cancelled again.after live chat session,the agent said that the system was refusing my withdrawals because my Skrill ewallet is from a different region from the casino.
I was surprised,because I never heard about that and doesn't made any sense. I said to the casino that my account is fully verified, and already made one withdrawal before and was no problem at all. Then the agent said to contact the Skrill support to change the address for the region of casino(i registered in Ireland, that's were I,m living now,but I still have house in my country, Portugal, and the Skrill adress is from that house),and I don want to change the address because doesn't made any sense, Skrill is a universal wallet and both Ireland and Portugal are allowed countries to made and receive payments.
Please can you help me to solve this situation.
Best regards
Vítor *****
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2 years ago
Dear Bufalo42,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Allow me a question so I better understand the situation.
Could you advise if you currently reside in Ireland?
I believe changing the address of your residence to a current one for your Skrill wallet shouldn’t pose a significant issue for you. The casino might not be able to influence for Skrill to accept the payment if the address you submitted for verification doesn’t match that under your Skrill wallet.
Thank you in advance for your reply.
Best regards,
Tomas
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2 years ago
Translation
Okay, I'm Portuguese and I have a house in Portugal, which is my main residence, but I got a job here in Ireland and I'm now living in Ireland, whose address I've already sent for account verification and it was accepted. I find it strange that a few days ago I made a withdrawal at the same casino, and there was no problem, with the same account.
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2 years ago
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I'm not sure, but I think that in the European Union it is not necessary to change the address on the account to make payments.
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2 years ago
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Just to update the situation, the casino says that my Skrill account should be located in the country where I reside.
I have already changed the address on my Skrill account to the same one that the casino has on my account, let's wait until tomorrow to see if the case is resolved.
Thanks for listening
Vitor *****
Edited by a Casino Guru admin
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2 years ago
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The saga continues, after I changed my Skrill account to the same region as the casino account, it canceled again. I'm starting to get fed up with this.
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2 years ago
Thanks for the update, Bufalo42.
Could you please advise if there is any additional communication between you and the casino regarding that transaction? Please forward it to my email tomas@casino.guru or alternatively post it here.
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2 years ago
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Yes, there has been an exchange of emails, they asked to change the region of my Skrill account, and after that change, my withdrawal was canceled again. They said they would try to resolve it. they also proposed to do it by bank transfer, but it may take up to 10 days to receive the money, and I don't want to wait that long
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2 years ago
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I also said that I would accept the withdrawal by visa, through my card, but I would have to make a deposit, and I am not willing to do that, it makes no sense.
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2 years ago
I understand your point of view, Bufalo42.
However, I would strongly suggest you consider these other options if you wish to withdraw your winnings. If the casino will not be able to process your payment through Skrill, it's fair from our point of view to offer you alternative ways of withdrawal, which might require you to deposit again via the new payment method. Please, let me know how you wish to proceed. I'll be looking forward to your reply.
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2 years ago
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I want to avoid any other type of withdrawals as much as possible, because I don't like prolonged withdrawals, so I always choose my Skrill wallet. My address verification was with a bank statement from my bank account, so I don't think I have to do any deposit. I don't think it's fair to make a deposit of at least 20 euros to request a withdrawal in which I did everything according to the rules, and maybe wait up to 10 days to receive the money. I prefer it to be via Skrill
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2 years ago
Thank you very much, Bufalo42, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 years ago
Hello Bufalo42!
From now on, I will take care of your complaint. I would like to invite representatives of 13 Bet Casino into this complaint in order to help us with resolving the withdrawal issue.
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2 years ago
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After changing the region of my Skrill account at the request of the casino (they said I had to change the region where I was residing), and waiting 24 hours after the last attempt to withdraw funds, it canceled again, and I am not told why. I'm starting to think they don't want to pay me. 4 days in this situation starts to affect me psychologically.
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2 years ago
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New update on my withdrawal status. after another cancellation, and contacting the payment provider directly (Skrill), on my part there is no problem with my account regarding payments to my account, that is the problem is between the casino and the provider of payments. I chose to make a few minutes ago, 1000 euros by bank transfer and another 500 by Skrill, and I asked the casino to pay special attention in my case, so that the withdrawal by bank transfer could be carried out as quickly as possible, and they said they would to do. Now I'm waiting to see if this casino really is reliable and honest in what it says, and it all depends on the next few hours, and if they really honor what they promised, despite all the setbacks, in which I had no fault, I will evaluate this casino as reliable and honest and will give a positive rating at the end of this process. I'll wait and see.
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2 years ago
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.
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2 years ago
Hello Bufalo42!
I have managed to get in touch with the 13 Bet Casino's representatives and they have already provided us with a response for you, therefore I am posting it here:
Dear Vitor,
We understand how frustrating the situation is, and we are sorry for the stress it has caused. However, we would like to point out that there was no malicious intent. We are a licensed casino and of course we have made no attempt to withhold your winnings. All your withdrawal requests were approved on our part, and you were offered to use an alternative payment method when the transactions failed. Furthermore, your withdrawal request via bank transfer was processed in less than two hours and was successful. We are still figuring out the source of the problem with Skrill and hope for your understanding, as the issue is rather uncommon. We will email you as soon as we get an answer. Let's stay in touch.
Best regards,
13bets Casino Team
Moreover, as per their reply, it seems that the withdrawal via bank transfer did work, have you applied for more withdrawals using this payment method?
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2 years ago
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I requested the withdrawal by transfer and it was done. A positive note for the agents who never ignored me and tried to solve my problem.
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2 years ago
Dear Bufalo42,
Have all your withdrawals been processed already? Is your issue resolved?
Please let us know, looking forward for your reply.
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2 years ago
Hello Bufalo42!
Thank you for answering my questions and confirming us with some good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
