The player from Denmark submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
1Bet Casino - Withdrawal of player's winnings has been delayed.
Amount: €5,000
1Bet Casino
Safety Index:Very lowSafety Index
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0.0
1Bet Casino has a Safety Index of 0, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I have won what amounts to around 7000 euros, and I have followed their instructions concerning the documents that need to be provided.
The first withdrawal I made was over the allowed amount (5000 euros), so I had to cancel and make a new withdrawal of 5000 euros, which was 3 days ago now.
I have sent all the documents their KYC requested and I haven't heard anything afterwards. When I contact their support, nothing happens. They keep telling me to have patience and that the money will surely be paid out, but I see no "evidence" of anything other than the support continuously giving me excuses.
Automatic translation:
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1 year ago
Dear Jimz2740,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello again.
I have contacted their support up to several times and they keep making excuses that the money is on the way etc etc... I can't get a direct answer to anything and really feel like I am being ridiculed...
I just wanted to be in to get a status in the chat, but they have simply removed the possibility that I can connect to their chat, when I press the chat icon nothing happens..
It can't be true that I can't get my money paid out, I've never experienced anything like this from any other betting site...
Automatic translation:
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1 year ago
Dear Jimz2740,
Please note that we are reviewing your case.
Kind Regards,
1Bet Casino Team
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1 year ago
Translation
Yes, thanks, I can see that, I can go to your support chat again, I don't know if it was your page that was down for a short moment or my phone was teasing, but whatever... I am met with the same excuses every time I come and ask when they will be paid "the relevant department working on the withdraw" and "I will leave a High prioty note"
But when I ask if I myself can get a contact form according to e-mail or some other way it absolutely cannot be done, I have to admit I feel ridiculed, to come as a brand new customer and be treated in this way, it is really under all criticism…
On Wednesday 2 August at 16:55 it was 7 days since I sent my form about getting paid 5000 euros, it really seems bad style, I have sent the documents you require, and since then I have just been held back by your support with one excuse after another.
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1 year ago
Translation
9 days since I should have had my winnings...
Been in contact with BEN from the chat, he really tried to tell the disbursement department that they would like to speed up the process, it doesn't seem to have worked in any way, I was texting back and forth with Ben asking him for more times about trying to write and speed up that process…
I don't think this is fair in any way that you have to wait so long to get your money, and I feel REALLY cheated....
Anyway, Ben just banned me from their chat…
If I had known what hell I had to go through to get my winnings I would never have spent so much as 2 minutes at their Casino.
Automatic translation:
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1 year ago
Dear Jimz2740,
Everything should be in order with your withdrawal. Please check and confirm if that is the case.
Kind Regards,
1Bet Casino Team
