18bet Casino - Player's withdrawal request is being denied.

This is another scam casino. Initially, they stole all my money from my account. After nearly a month of disputes, they returned the stolen money to my account. Now they are simply refusing to withdraw my money. They demanded that I provide them with an e-wallet outside of my country, thinking that I didn't have one. After providing it, they blatantly refused to withdraw my money. There are no clauses in the scam casino's rules that give them the right to withhold my money for no reason. The rating justifies this casino. They are overtly brazen scammers.

Hello djak1987,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 18bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Why did the casino confiscate your balance at the first place? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account is verified. Didn't use any bonuses. The casino stole my balance without explanation. Now, to withdraw funds, they have requested a neteller wallet registered outside the Russian Federation. They probably thought I didn't have it. I provided it. And after that they simply refused to withdraw money. I provide screenshots of the correspondence.

There is no point in the rules according to which they have the right to keep my money. Scammers.

Hello djak1987,

Thank you for all the information provided so far. I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on and will try to find a solution with the casino to transfer your balance.

I would also like to point that in the current situation, we believe that it must not be the casino's fault that they are unable to process payments to Russia as the providers may block the transaction to the country and we can't hold the casino responsible for that.

Best regards,

Nick

The casino asked for an electronic wallet through which they can make a payment. I provided it. After this they refused to make payment without any justification.

Hello, djak1987,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 18bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 18bet Casino team,

Could you please clarify the player's situation? What needs to be done on his side to speed up the withdrawal process? Can you provide him with further instructions?

If it suits you better, feel free to answer via email (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear djak1987,

I was in contact with the casino representative outside of the thread.

Unfortunately, since you are located in Russia, and currently, there are many restrictions and sanctions applied against your country of residence, it is not possible to make a withdrawal. Although the casino tried to find a solution, it is out of its control, and it rather depends on the processes of the casino's 3rd party payment providers/processors, which are not able to process your withdrawal.

You mentioned that you provided the casino with your e-wallet - from which country did you create this e-wallet, and how (with which documents) did you verify yourself there?

Please note that according to the email from the casino that you shared earlier, they asked you for a payment method registered outside of Russia with EUR as currency. It means you would either register a new e-wallet while you are in a different country or use a VPN to hide your current location. However, in any case, you would be requested to verify yourself, which would not be very helpful since (as I assume) you have only Russian documents. Therefore, it would likely not make sense as well.

If you do not have a payment method that was requested by the casino, I am afraid there is nothing we or the casino can do for you. Fortunately, the disputed amount is not so high, so you would not leave much in your casino account. However, I would strongly recommend you wait until the casino informs you about an alternative solution or that its payment provider/processor releases the restrictions. But there is no time frame for that at all.

EU country wallet in euros. I left everything to them. An interesting situation, that is, any casino can refuse to pay, allegedly citing sanctions and some non-existent restrictions. Even if such appeared, why weren’t they notified about this in advance so that the players could withdraw money? The casino is full of scam. And what does the amount matter? If it is a small casino, does it have the right not to pay it? under what point of the rules? Previously they stole a large amount of my money. After their theft was proven, they returned the amount. And they don’t let me take it out. The casino rating is completely justified. Scammers.

This problem can be solved very simply not in a scam casino. They send an email about possible problems with payments and give you time to withdraw your money. In this casino, they simply stole all the money, then returned it, knowing that I would not be able to withdraw it. All.

Alright, djak1987.

Thank you for your screenshot.

Now, can you also provide me with a screenshot of your personal information from the same payment method?

To be honest, I do not think that it would be really worth it for the casino to do this on purpose due to only 1,700 RUB. It makes much more sense that it is simply out of their control.

I topped up from another neteller.

I think you know very well that it is not what I asked for, djak1987.

Do I understand correctly that you have more than 1 Neteller account?

Alright, let's do it a bit differently this time.

Please note this will be the third time I am asking you for the same. Therefore, I will now repeat my questions one last time and try to be as clear as possible. However, if you fail to provide me with the requested, the complaint will be closed/rejected.

You mentioned that you have an "EU country wallet in euros" that you provided to the casino.

It does not matter what e-wallet you used for deposit(s), and the most important is that you need to have an e-wallet that was created outside of Russia with EUR as currency.

So, can you please prove you have such an e-wallet? For example, screenshots from your payment method with your personal information (details of the account owner, account profile with all the personal data) and payment method details supporting your claims that it was created outside of Russia with EUR as currency.

Feel free to send the screenshots here or to my email address (branislav.b@casino.guru).

I have my own neteller account in rubles, dollars and euros. There are 3 currencies in one wallet. It is fully confirmed. I provided a neteller with registration in the EU if this is so important. If a casino has problems with payments and supposedly some kind of sanctions, that’s their problem. Why didn’t they report this earlier and chose to steal all the money from the account and then not pay out the winnings? This scam casino will not pay anything and this is already clear. At first they stole the money, then returned it, realizing that they would not pay it back anyway. That's why they returned it to the account again. Any cryptocurrency, what’s the problem with withdrawing to it? Scam casino, blacklisted in all forums.

Dear djak1987,

The questions and requests were clear and simple.

Based on all the information provided above, I will now close/reject the case.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the casino's ADR or gambling authority that the casino is regulated by. You can find more about the process in the casino's Terms and Conditions, section 8. In case of any questions or changing your approach toward providing the requested details, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru