The player from Italy had been facing issues with a pending withdrawal request for over two weeks. Despite having completed the KYC procedure and providing the necessary documentation, the casino had been delaying the payout. The player reported that he had been banned from the casino's chat and had experienced difficulties accessing his account. He also mentioned that the casino had been unresponsive to his attempts to contact them. We had intervened by contacting the casino to understand the reasons for the delay and to expedite the resolution process. The player's complaint was then transferred to another thread for further resolution.
1Bet Casino - Player is facing a prolonged withdrawal delay.
Amount: €5,000
1Bet 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
Other
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Good morning, I am currently living a nightmare with this casino.
On September 20th, I made a deposit of 200 Euros in Eth and had pending bets.
They asked me for all sorts of documentation, even making me go at my own expense to the notary to certify my identity card.
On the 29th, I requested a withdrawal generated from that sum and every day they fool me by saying we are in the final stages.
This has been going on for 11 days.
Please help me get my money back
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6 months ago
Dear Tales777,
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,
Veronika
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6 months ago
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The KYC procedure is complete, I even sent documents validated by the notary!
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6 months ago
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***
Today after 13 I say THIRTEEN days they write to me:
I see that our relevant department is already working on your request (translated)
Scandalous!
I'm seriously afraid I lost my money!
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6 months ago
Could you please specify what the current status of your withdrawal request is? Do I understand correctly that until yesterday, it was only pending?
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6 months ago
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They banned me from the chat and got problems accessing my account!
We're on day 14!
The status is "pending"
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6 months ago
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I ask for your help in contacting the
messed up since they don't reply to me anymore
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6 months ago
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They don't even answer the phone... I don't know what to do anymore
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6 months ago
After 14 days:
We would like to inform you that our relevant department is working on your case. Recently we have had a lot of withdrawal requests and may have a delay due to this reason. We apologize for this and will do our best to revise as fast as possible.
We would be happy to assist you with any questions you might have. We are available 24/7 for you!
Best regards
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6 months ago
Thank you very much, Tales777, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Dear Tales777,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a 1Bet Casino representative to join this conversation and participate in resolving this complaint.
Dear 1Bet Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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6 months ago
Few minutes ago after 18 DAYS:
Thank you for contacting us.
This is to inform you that your current withdrawal request is being reviewed.
Please be aware that we have a lot of payout requests, which are handled individually and some can take a little bit of time to be processed. We understand that you have been waiting for quite a lot of time, but please have a little bit of patience and once our relevant department is ready, you will be notified as fast as possible.
If you have any further questions or difficulties, we are here for you 24/7 and our team will be happy to assist you!
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6 months ago
Dear Tales777,
Thank you for your response and the information provided.
Let's wait together for the casino's official statement.
Kind regards,
Stefan
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6 months ago
Translation
Thanks for contacting us.
This is to inform you that your current withdrawal request is under review.
Please note that withdrawal requests are handled by another department and, as each request is reviewed individually, it may take some time for it to be processed. According to our procedure, it will take at least 48 hours for the review and then, depending on the supplier, usually the same day or the next day. I have already set a priority for your case, this will definitely help you.
Having said that, I suggest you keep an eye on your email inbox, because if there is an update or further information is needed on your withdrawal request, my colleagues will contact you.
Your understanding is much appreciated!
Best regards
***
Maybe I wasn't clear enough but I'm loosing faith in this copy and paste answers.
I'm asking why the withdrawal of 29 September failed and got to create a new one.
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6 months ago
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They don't even respond to emails anymore...
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6 months ago
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Disappeared, no response to numerous emails
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6 months ago
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Incredible... they were the ones who didn't process the withdrawal and they write:
Thanks for contacting us.
We reviewed your account and your withdrawal was rejected by the system because it was open for too long.
Upon further investigation we noticed that you have submitted a new withdrawal which is pending with our relevant team.
We assure you that the team will review your request and handle it as quickly as possible.
Once the review process is complete, they will update the status of your withdrawal.
You can review the status at any time via the transaction list section in the drop-down menu.
We thank you for your patience and understanding, which are greatly appreciated.
Best regards,
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