The player from Denmark faced challenges withdrawing 15,000 after previously receiving a payout of 12,000. The casino requested documents for two nameless digital Skrill cards, despite her having provided pictures and related account documents. She also experienced communication issues, with claims that her emails were not received and previous payouts had been removed from her account. The issue was resolved when she confirmed receiving her payout, and the complaint was marked as 'resolved' by the Complaints Team.
1Bet Casino - Player’s withdrawal has been delayed.
Amount: 15,000 kr.
1Bet Casino
Safety Index:Very lowSafety Index
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0.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 week ago
Translation
I previously received a payout of about 12,000. Now, I have requested a payout of 15,000. They are asking for documents for two cards. These are digital cards from Skrill, so they don't have names on them. However, I have sent pictures of the cards from my online banking as well as documents from the corresponding account. They keep saying they don't receive my emails or send me emails that never arrive. I have read that other users are experiencing the same issue. They won't help resolve the problem so that I can get my payout—they have removed previous payouts from my account as if they never existed.
Automatic translation:
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1 week ago
Dear EATMEN4LUNCH,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Are both the cards registered in your name?
Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
I just want to say that I got the money paid out today 🙂
Automatic translation:
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1 week ago
Dear EATMEN4LUNCH,
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,
Dominika
Casino.Guru
