The player from Sweden is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
18bet Casino - Player’s struggling to complete account verification.
Amount: €1,000
18bet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have now for 4 days tried to make withdrawals, they asked me for documents that I have sent in for verification but they request 1 last thing with date and address which is impossible to get in Sweden, I have sent in exactly the same document to casinowinbig where all documents were approved then I got the money the same day from casinowinbig,
I want the money I won at 18bet and I'm absolutely not happy with how they handled the process,
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2 years ago
Additional comments of the player:
"Hi for 4 days I have been waiting for my withdrawal which is not approved they requested documents from me which I have sent in and 1 document has been denied several times due to dates not included but I have sent the same document to winbigcasino and there was approved and I got withdrawal the same day, I am absolutely not happy with how they handle me as a customer, I want my money now I have gone in and lost 150 euros due to them winning out on time"
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2 years ago
Dear Tullenii,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
A Bank account statement issued from your bank containing the following information:
Bank details (name of bank, bank address, SWIFT / BIC code of the bank)
Customer details (names, address)
c. Account details (IBAN
d. Date of issue (should be issued in the last 90 days)
This is the last document you request, I have sent in exactly what is needed to verify my account, I have sent the same document to other casino websites that are approved, but yours is not approved, why?
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2 years ago
Translation
I have sent in the last document that they requested I hope it will work now otherwise I will write back here we can wait a bit
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2 years ago
Thank you, Tullenii, for the update. Please keep me informed about any further developments.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Tullenii, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
