1Bet Casino - Player's withdrawal as well as deposit are delayed.

Dear Casino Guru Team,

I've had a generally positive gameplay experience with the casino and placing sports bets on their website. However, I am currently experiencing some delay issues which I'd like to bring to your attention.

Firstly, I've been waiting for my withdrawal to be processed for 6 days now. While I understand that 6 days may not necessarily warrant significant concern, I felt it best to open this complaint to ensure that the amount will be eventually paid.

Secondly, a separate issue has arisen concerning my deposit made 10 days ago using cryptocurrencies. It has not yet been credited to my account. I promptly reached out to the live chat on the day of the deposit, and they informed me that the case had been escalated to the relevant department. Although the live chat support has been consistently responsive and helpful, their repeated response has been that both my withdrawal and the deposit discrepancy are still being processed.

For your reference, the casino received all my KYC documents on the day I requested my withdrawal, which was the 7th of September.

I am more than willing to provide any necessary proof if required. I have retained screenshots of all my deposits, bet history, emails, live chats, etc.

In conclusion, I would like to express my gratitude in advance to Casino Guru for their assistance and to 1Bet Casino, hoping they will address and resolve these matters promptly.

Dear Fikusek, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

We are also 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

Dear Casino Guru Team and 1Bet Casino,

As a quick update, it's now been 11 days since my withdrawal request, and I've yet to receive any meaningful updates or resolution on either my deposit or withdrawal. Please note that my documents were not only submitted but also successfully reviewed on the very day of my withdrawal request.

Should this matter remain unresolved after 14 days, I'd appreciate guidance from Casino Guru on the appropriate gambling license authorities, Curacao lawyers, or other channel to escalate this matter. I genuinely hope it doesn’t come to that, but I'm prepared to take necessary actions to ensure this issue is addressed.

Dear Casino Guru Team and 1Bet Casino,

today, after exactly 14 days since my withdrawal request, I received the full amount by bank transfer. Considering all other complaints on this site, I was expecting to be asked for a notary stamped document, and afterwards I expected the casino would accuse me of duplicate accounts or bonus manipulation.

Instead, I was positively surprised, because except for the 14 day waiting period, my experience with this casino has been good. 👍

I am, however, still waiting for my crypto deposit of 157€ to be credited to my account. This issue has now been escalated since the 3rd of September.

You may close this complaint, and I thank you for your assistance, and I thank 1Bet casino for being fair and paying out my withdrawal in the end.

Dear Fikusek,

I'm glad to hear that you successfully received your withdrawals.

Regarding the lost deposit, we may still work on solving the issue, if you are interested.

Thank you for the quick response.

We can keep this complaint opened until the missing deposit issue is resolved, and I will post any updates as soon as anything happens.

Thank you!

This missing deposit has now been credited to my account. Thanks again for your assistance, the complaint can be closed.

Dear Fikusek,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru