The player from Denmark had initiated a payout over 48 hours ago, but it was still pending. The player was not receiving productive communication from 18bet Casino. Upon receiving the complaint, we had advised the player to wait for at least 14 days after requesting the withdrawal before submitting a complaint. The player had confirmed that everything had been verified and it was only the payment that was not approved. We set a timer for an additional 10 days to allow the casino two full weeks to process the payment. However, due to the lack of response from the player, we had to reject the complaint. Despite this, the player retained the option to reopen this complaint in the future.
18bet Casino - Player's withdrawal is delayed.
Amount: 29,999 kr.
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Hello, I have been waiting for more than 48 hours for my payout, but it still shows as 'pending' and the casino 18bet has not yet approved my payment. Whenever I write to them, I get the same response every time.
Automatic translation:
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7 months ago
Dear Jonas96,
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
Hello, thank you for your reply, everything has been verified, it's just my payment that is not approved
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7 months ago
I fully understand your frustration, Jonas96. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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6 months ago
Dear Jonas96,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
