1Bet Casino - Player’s withdrawal is delayed by 1Bet.

Despite multiple requests and follow ups with 1Bet Team and inspite of providing multiple verification documents, my withdrawal requests keep getting rejected by 1bet for dubious reasons like insufficient rollover while your team doesn’t pose any restrictions on deposits. Needless to say, this is extremely disappointing and blocking a large sum of money for me. I request them to process my withdrawal requests ASAP.

My username: Utk*****bet 

Dear Utkarsh,

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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

My verification process is done. Now they are citing insufficient rollover and asking me to gamble another 10,000 Euros in the Casino section to be able to withdraw my money while placing restrictions on my Sports Bets

Thank you, Utkarsh, for the update. Could you please advise if you activated any promotional offer when placing your last deposit? How much was your last active deposit?

Dear Utkarsh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Last deposit was for 2500 Euros

no promotion

Thank you very much, Utkarsh, for the clarification.

• Am I correct in understanding that the casino has imposed restrictions on your sports betting activities?
• Additionally, are you participating in any other games offered by the casino aside from sports betting?

Looking forward to hearing from you.

Dear Utkarsh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Yes, the Casino has placed restrictions and also not transferred 5000 Euros to my account

Could you kindly inform me if you engaged in any games other than sports betting at this casino? Please note that Casino.Guru does not handle matters related to sports betting.

Yes

I have checked the general terms and conditions, and this is what I found (here):

7.3.12. Prior to withdrawing, a customer needs to complete a 5 times rollover of their deposits. Towards the rollover are counted all settled sports bets with min odds 1,6 or higher (Running, Cash-out bets, Tie (Draw), Cancelled, Refunded, Denied bets, or bets placed on multiple outcomes of the same event are not considered towards the calculation of the rollover; and casino bets placed with minimum or no risk). In case a customer doesn’t meet the requirement of a 5 times rollover of their deposits, 1BET reserves the right to reject or charge the withdrawal request with up to an 8% administrative fee. 

It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

No the Question is about my funds being blocked and not being allowed to withdraw

I am still waiting for my transaction of 5000 Euros to reflect

It seems as if you didn't complete the mandatory wagering for real money: "Now they are citing insufficient rollover and asking me to gamble another 10,000 Euros in the Casino section to be able to withdraw my money".

I'm afraid you need to complete the rollover before you will be able to withdraw your winnings.

The case is different here, post completing the rollover, My amount is still not withdrawn even though they claim to do so

If you believe that you completed 5x mandatory rollover for your last real money deposit of €2,500 please forward your game history along with any relevant communication to petronela.k@casino.guru. Thank you.

Dear Utkarsh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.