8Bet.io Casino - Player’s winnings haven’t been received yet.

So I signed up for the casino I Deposited 20.00 BCH didn't use bonuses or free spins. Met the requirements went to withdraw and they said there was another user on my account. I have wifi and there are 2 of us in the same house with separate account but same wifi IP . I asked them on live chat they got back to me one time and that was all they said my money was on hold till ferther security check. I have sense emailed and tried live chat with no response.

Dear patersonrobyn923,

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

Dear patersonrobyn923,

Have you received your withdrawal from the casino yet?

No I have not they have not even responded to any of my emails. But keep sending me casino promos. They said on the 17th of Oct .that it was paused for review but have heard nothing science.

Thank you for your reply, patersonrobyn923. Do I understand correctly that the casino accused you of opening more than one account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I'm trying to send emails of transcript please be patient gonna come all separate sorry

Could you please advise if you passed the verification before the casino blocked you? Do I understand correctly that you have not activated any bonuses while having an active account?

Yes your correct no active bonuses ever on the account. And verification was done .

I'm not even blocked they just won't pay me my winnings. They send emails and everything still I can access my account they have not even answered a single email other than the one I sent you on the transcript

Thank you very much patersonrobyn923 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello patersonrobyn923,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 8bet.io Casino to join the conversation and participate in the resolution of this complaint.

Dear 8bet.io Casino,

Can you please provide further information regarding the status of the player's withdrawal?

Kind regards,

Adam

I contacted them threw email iv not had any response.

Dear patersonrobyn923,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask 8bet.io to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear patersonrobyn923,

I have since received a response from the casino, but we need to make sure that they have found the correct details in their system.

Can I please ask you to confirm the e-mail address you used when you registered at 8Bet.io Casino by using it to send me an e-mail at adam.m@casino.guru?

Kind regards,

Adam

Hello patersonrobyn923,

Thank you for confirming your e-mail address. I am now waiting for a further response from the casino and will update here accordingly.

Kind regards,

Adam

Hello patersonrobyn923,

Please accept my apologies for my delay in responding.

The casino has provided information suggesting that your deposit was smaller than you have stated, that you have also used multiple free bonuses, including free spins on BTC and DOGE, and that your account is linked to more than one other account.

Are you able to provide us with any deposit history from your account, so that I can compare it to the information we have from the casino?

The casino has also stated that once the correct information has been determined regarding your deposit amount and bonus use, they are willing to release your withdrawal, although your account will remain blocked permanently.

Kind regards,

Adam

Ty for your response I have emailed you my documents and transcript

Hello patersonrobyn923,

Thank you for your e-mail, but I am afraid what we need to see is your casino account. There should be a record of your transactions there, as well as a history of which bonuses you have accepted. Please screenshot all deposits and withdrawals, and all bonuses that have been used according to the information in your casino account.

Kind regards,

Adam

I apologize thought I sent it. I sent email to you let me know if that's right sorry so many pics

That is the only page there is. That is my account history. It is the only time I have ever played there . I never did any bonuses or ever made any other accounts. I did do the free air drop spins they sent to me.I will look and see if there is another place for transactions. I sent it ty so much for all your doing

Hello patersonrobyn923,

Thank you for the screenshots. This shows your account history regarding play with Bitcoin cash, but the casino has stated that you also have transactions and have used bonuses with Doge and Bitcoin. Can you please select each of these in your account and show the history for those also? I apologize for the repeated request, but even if it says there are no transactions, we need to see this.

Kind regards,

Adam

Hello patersonrobyn923,

I have received the requested screenshots and your e-mail, thank you for those.

I now require more information from the casino and will update here when I have received this.

Kind regards,

Adam

Dear patersonrobyn923,

There has been no further response from the casino. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask 8bet.io Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear patersonrobyn923,

I have had a further response from the casino. In order for us to continue resolving this complaint, we will need you to provide screenshots from your account showing any activity (or no activity) for BTC.

You have already provided a screenshot showing your activity with DOGE selected, but we need to see the other coin selected and any related histories.

Kind regards,

Adam

Dear patersonrobyn923,

Please respond and provide the requested information. I will extend the timer for 7 days, please be aware that if we do not hear from you within the specified timeframe, we will have no option but to reject this complaint.

Kind regards,

Adam

I have sent all the info I have the account pages I sent is the total if them there is nothing more on my account. They know they are in the wrong the dodge coin drop they did has nothing to do with the money I deposited or won and have not received. So I can see this is going to end up back and forth with them just haveing a bad mark and keeping my winnings so...Thank you for all you have done your amazing but as the saying goes you can not get blood out of a turnup. Again thank you for your efforts

Dear patersonrobyn923,

Unfortunately, as mentioned we do need the requested screenshot regarding the BTC account activity, as the casino states that you have used bonuses there.

Please do respond and let me know if you wish us to pursue this case, otherwise we will have no option but to reject the complaint.

Kind regards,

Adam

I sent you all I had will send one more time I deposited in bch I will send

Hello patersonrobyn923,

Thank you for your response. Please do send the requested image to my e-mail, adam.m@casino.guru.

Please be sure to select mBTC at the top right in your account, and show any activity that may be listed underneath.

Kind regards,

Adam

Dear patersonrobyn923,

Please respond and provide the requested information. I will extend the timer for 7 days, but if we do not hear anything further from you within this timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear patersonrobyn923,

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.

I'll do it now

Thank you patersonrobyn923,

I will await further information from you.

Kind regards,

Adam

Dear patersonrobyn923,

As I have still not received any e-mail from you, this complaint will now be rejected.

It can be reopened at any time.

Kind regards,

Adam