The player from Italy had been waiting for a withdrawal of 3,100 euros since February 29th, despite having his identification and bank documents approved. No bonuses or free spins had been involved in his earnings. However, customer service had stopped responding to his inquiries. We had advised the player that withdrawal processing could take some time, potentially due to unfinished KYC verification or a high volume of withdrawal requests. The player later confirmed that the issue had been resolved and the payment had been made. We then closed the complaint in our system as 'resolved'.
18bet Casino - Player's withdrawal is delayed.
Amount: €3,100
18bet Casino
Safety Index:Very lowSafety Index
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0.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
Translation
Hello, since the 29th of February, I've been experiencing an issue with a withdrawal request of 3100 euros, that remains pending. I want to point out, I have submitted and received approval for the required identification and bank documents.
The winning was acquired without the use of any bonuses or free spins.
I get the impression that the customer service is handled by an AI, as for days I've been receiving identical responses.
The email customer service has stopped responding to me since Saturday, while the chat service keeps repeating the same answers.
I hope you can assist me.
Automatic translation:
Public
Public
9 months ago
Dear Fullkind,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
9 months ago
Translation
Resolved, payment made.
Thank you very much for your availability!
Automatic translation:
Public
Public
9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Fullkind, 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
