HomeComplaints850bet Casino - Player's withdrawal has been canceled.

850bet Casino - Player's withdrawal has been canceled.

Amount: 700 R$

850bet Casino
Safety Index:Very low
Submitted: 20 Sep 2024 | Case closed : 03 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 weeks ago

The player from Brazil had fulfilled the rollover requirements for a 15€ registration bonus and had requested a withdrawal of 700€, but it had been marked as cancelled. Despite having proof of payment, he encountered ongoing excuses from customer support regarding the cancellation. The Complaints Team had reached out to the casino for clarification but was informed that the cancellation may have occurred due to system detection of data matches with other accounts. Ultimately, the case was rejected due to the player's lack of response to further inquiries, which prevented any additional investigation.

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2 months ago
Translation

This casino offers a 15 registration bonus upon signing up and completing the missions. In order to withdraw, you need to make 200 with the bonus and meet the rollover requirement. I made 700, completed the rollover, and requested the withdrawal, but it was marked as canceled. When I contacted support, they kept coming up with excuses, despite the fact that there is proof of payment.

Automatic translation:
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2 months ago

Hello luizafmcs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 850Bet Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise if your account is already verified and if yes, since when exactly?
  • Did you make any deposit into the casino?
  • When was the last time you spoke to the casino and what was it about?


Looking forward to your answer.

Regards,

Nick

Edited by a Casino Guru admin
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2 months ago
Translation

Hello, as soon as we register, we have to check the cell phone, some means of contact...

I didn't make a deposit, because until then I withdrew without a deposit, just by completing the rollover

Automatic translation:
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1 month ago

Hello luizafmcs,

Could you please clarify exactly when your withdrawal has been pending since? Please note that withdrawals may take up to 14 days to process, so if it has been less time, I would recommend waiting a bit longer.

Please keep us updated.

Best regards,

Nick

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1 month ago
Translation

My withdrawal wasn't pending, it was canceled, they didn't tell me why or anything, it must have been about 15 days ago

Automatic translation:
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1 month ago

Dear luizafmcs,

Would it be possible to forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

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1 month ago
Translation

Unfortunately, I don't have the conversations I had with them.

Automatic translation:
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1 month ago

Dear Luizafmcs,

As we currently do not have any further information regarding the confiscation of your balance, I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru), who will reach out to the casino for clarification.

Wishing you the best of luck in resolving this matter.

Kind regards,

Nick

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1 month ago

Hello, Luizafmcs,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.


Dear 850bet Casino team,

Could you please explain the player's situation in more detail? Why has the user's withdrawal been cancelled?

What needs to be done on the user's side to withdraw his winnings?

Thank you.

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1 month ago

Dear Luizafmcs,

I managed to get in contact with the casino representative. However, the only way how to connect with them is via their Live Chat.

Unfortunately, since I am not the owner of the disputed casino account, they were not able to provide me with the exact information regarding your cancelled withdrawal and/or winnings confiscation. On the other side, I received general information that such things happen when the casino's system detects data matches with other casino accounts (for example IP/device match), and it is allegedly made automatically by the system.

That is everything I managed to get from the casino.

So, can you please contact the casino Customer Support via Live Chat and ask them about your account and the disputed confiscated winnings?

Then, can you post screenshots of the entire communication between you and the casino here, with your next posts (I think there is a limit of 5 images per post, but you can add as many posts as you need), or you can forward them to my email (branislav.b@casino.guru).

Please note the communication should show your email or casino account ID. It should be clear what casino account you are talking about, and that it took place via the casino's official Live Chat (for example, by leaving the link to the website in the screenshots).

Thank you. Looking forward to hearing from you.

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4 weeks ago

Dear luizafmcs,

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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2 weeks ago

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without the requested.

Best regards,

Branislav, Casino.Guru

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