The player from Brazil had initiated a withdrawal request that had not been processed for almost two weeks. Despite having supplied the requested documents, the casino had not responded about the approval status or provided a reason for the delay. This had been the player's first withdrawal attempt, and he had provided all necessary documents promptly. The winnings had been accrued from sports betting without any bonuses. After our intervention and communication with the casino, the player confirmed that his withdrawal had been successfully processed. The issue had been resolved successfully and the complaint had been marked as 'resolved' in our system.
1Bet Casino - Player’s withdrawal has been delayed.
Amount: 2,700 R$
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I made a withdrawal request since 11/01/2023 and today on 11/14/2023 nothing went through... I always contact the house, but they don't give me a response... They would already ask for documents and I provided it, but they didn't say anything about whether the document was approved or not... In other words, they are holding my money and not giving any feedback on why it took so long, much less giving a deadline for when it will be resolved my case... The house is trying to trick me as much as possible so that the money stays on the platform... Slutty! They don't pay me, they request documents and they don't give me any feedback...
I ask that Cassino.guru helps me resolve my case. I know that you are a serious and responsible company, and that is why I have a great chance of resolving my situation.
My account is: Al***samp
My date of birth is: 05/03/1997 in case you want to check my account.
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Dear sampalefy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
Translation
This is the first withdrawal made from the account.
I have already sent a photo of the front and back ID, a photo of the face holding the ID and proof of address Along with the bank slip.
The last document sent was on 10/31
All documents were sent as soon as requested.
The entire accrual was generated from sports betting, with no bonuses accepted.
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11 months ago
Thank you very much for your reply, sampalefy. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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11 months ago
Translation
Good morning! I'm getting in touch to say that my withdrawal has finally dropped!!! Thank you very much to Guru casino for helping me with this process, you were essential for the case to be resolved successfully. Here I close my case, as it has been resolved. Thanks again casino Guru!!
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11 months ago
Dear sampalefy,
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,
Kristina
Casino.Guru
