The player from Malta had requested a withdrawal 5 days prior, but it remained pending. Despite having a fully verified account, the casino claimed that withdrawals were processed manually and required additional checks, which led the player to feel pressured to cancel the withdrawal. The issue was resolved when the player finally received the withdrawal, which had been delayed due to problems with the withdrawal method and a lack of communication from the casino. The complaint was marked as 'resolved' by the Complaints Team.
18bet Casino - Player's withdrawal is delayed.
Amount: €2,257
18bet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.8
18bet Casino has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 days ago
Public
Public
2 weeks ago
I requested a withdrawal 5 days ago and is still pending to be processed.
They are doing all their best to aim for me to cancel my withdraw and lose my balance.
All my account is fully verified and they just claim that they process manually the withdrawals and needs to be checked.
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2 weeks ago
Dear 4cblgger,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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Public
1 week ago
Dear 4cblgger,
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.
Public
Public
1 week ago
Hi, the withdrawal was finally received.
seems that they had problems with the withdrawal method and they had zero communication.
we can close the case, thank you
Public
Public
6 days ago
Dear 4cblgger,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
