HomeComplaintsb-Bets Casino - Player’s winnings haven’t been received yet.

b-Bets Casino - Player’s winnings haven’t been received yet.

Black points: 445

Amount: 1,500 CHF

b-Bets Casino
Safety Index:Below average
Submitted: 06 Aug 2024 | Unresolved : 31 Aug 2024
Unresolved Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

2 months ago

The player from Switzerland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue had persisted for 23 days, with the casino providing no updates and asking for patience. The Complaints Team had attempted to engage the casino for a resolution but had received no response. Consequently, the complaint had been closed as 'unresolved,' and the player was advised to contact the Malta Gaming Authority for further assistance.

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2 months ago

Hello,


I've been playing in this casino for 4 years now.

Every time i request a withdrawal is a fight to get paid.

It's been a week again.. and started the lies, "money was sent", "you will receive your money as soon as possible" "there's nothing we can do"

Its been like this for years, i don't know how can this casino have a license really. Its just doesn't work properly.

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2 months ago

Dear DSP10,

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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2 months ago

Still nothing, they keep saying that they know about the issue, asking me to have patience. And that they simply don’t have new information.


Has been like this for more than 2 weeks

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2 months ago

Dear DSP10,

Have you received your withdrawal from the casino yet?

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2 months ago

No

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2 months ago

Thank you DSP10 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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2 months ago

Thank you

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2 months ago

Hello DSP10,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a b-Bets Casino representative to join this conversation and participate in resolving this complaint.


Dear b-Bets Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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2 months ago

Still nothing, they keep saying to be patient. That the money will arrive soon, has been like this for 3 weeks

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2 months ago

What really annoys me is that everyday they are happy to say "we have no news". Its

been 3 weeks now of this. I have an account manager that since I’ve withdrawn the money he just vanished

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2 months ago

Still nothing

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2 months ago

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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2 months ago

Still haven’t got the money.


23 days today.

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2 months ago

Can you help me get paid please ?

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2 months ago

Hello DSP10,


I will try to contact the casino one more time and let's hope they will respond.

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2 months ago

Dear DSP10,


Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.


The casino can reopen this complaint anytime and you will be notified about it by email.


In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).


I wish I could be of more help. I sincerely hope you will not come across a problem like this again.


Kind regards,

Stefan

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