The player from Germany had initiated two withdrawals over two weeks ago totaling over 4,000 Euros and had been informed of ongoing delays. The payment should have been processed by 02.05, but despite the change in dates, no money had been received. Any requests for cancellation or alternatives had been met with refusal. The player had suspected the delay was a tactic by the online casino and had feared insolvency. We had attempted to investigate the matter and asked for additional information from the player. However, due to a lack of response from the player, we were unable to proceed with any further investigation or provide potential solutions.
1xBet Casino - Player’s withdrawal delayed over three weeks.
Amount: €4,000
1xBet Casino
Safety Index:Below averageSafety Index
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6.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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6 months ago
Translation
I made 2 withdrawals each on the 13.04. and 14.04. via SEPA. These were 1300, 750, 1500, and 800 Euros. So in total, it's over 4000 Euros. I have been a member since 2016 and my KYC is complete. The withdrawals were immediately approved.
After several inquiries, I was informed that it could take up to 7 days for a SEPA payment to go through. After 7 days, I contacted 1xbet again. Now I was told that due to an increased load on the payment system, the payout should be done by the 02.05. But again, nothing... Now they are telling me to wait until 06.05.
Multiple requests for cancellation so that I could make a withdrawal via VISA were declined!
I'm angry... holding 4000 Euros for 4 weeks due to technical issues and not offering any alternatives???
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6 months ago
Dear KKPowerPoker,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that the withdrawal is still pending inside your account without being processed?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Were your winnings accumulated with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but three weeks is an unusually long time.
However, 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
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6 months ago
Translation
The winnings were not earned with bonus money.
Generally, SEPA withdrawals at 1xbet take between 2 minutes and a maximum of 1 day.
I was given various reasons for the delay. One reason was that the payment system was under exceptional load, and another was that there was a problem with the SEPA payment method, which was being worked on.
SEPA was also removed from the site shortly after my withdrawal and is currently no longer offered.
Basically, all 4 withdrawals were approved immediately, but have not yet been executed by the payment service provider.
According to them, it is an internal problem which, as I understand it, does not only affect my account, but SEPA in general!
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6 months ago
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The next deadline I was notified of is tomorrow, May 8th. It still hasn't been paid out. 25 days...
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6 months ago
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And again, another delay from support with standard emails "Please wait until May 13, 2024" (that's a full month now!). Once again, I'm told that there are problems with SEPA and that it's not possible to cancel the payment! I urgently need help here, I suspect this is a delaying tactic and that the provider may be insolvent!
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6 months ago
Hi KKPowerPoker,
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Thank you in advance for your reply.
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6 months ago
Dear KKPowerPoker,
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.
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6 months ago
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.
