The player from Germany requested a withdrawal and the casino asked him to submit documents for verification. The complaint was resolved after the player was verified and received her winnings.
b-Bets Casino - Player withdrawal has been delayed.
Amount: €900
b-Bets Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
HI THERE
I should have received a payment of 900 euros since December 8th, 2020 .... So for 1 month I've been waiting for it .... they just want new documents and say that it has to be processed ..... I already had 200 Euro won and received .... why are they making such a problem now ???
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3 years ago
Dear Sieglinde,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, sometimes the casino can require additional verification, and this isn’t unusual.
Have you submitted all the additional required documents? If yes, when exactly, please?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hello, I sent my documents to the casino between December 13th and December 19th, 2020
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3 years ago
Sieglinde, thank you very much for your reply. Before we move on with this complaint, would you be so kind and confirm that your account still hasn't been verified?
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3 years ago
Thank you very much, Sieglinde for your email. I will now transfer your complaint to my colleague Nick 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.
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3 years ago
I would like to ask b-Bets Casino to join us and help us resolve the player's issue.
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3 years ago
Translation
Thank you dear Nick for the effort .. I hope it will help
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3 years ago
We haven't receive any answer from the casino yet. Please note, if we won't receive any answer within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deudction.
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3 years ago
Translation
Yes, I don't get an answer either ... because I asked the casino how long it will be
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3 years ago
Dear Customer,
We apologize for the delayed answer.
Please note that your case has been reviewed with our legal department since you have requested a payout to a bank account that is not in your possession. They have decided to release the funds on the IBAN from the withdrawal request since you have provided us with necessary documentation.
The withdrawal request has been approved and done from our end on 25th of January 2021 and you should receive it shortly.
Kind regards,
b-Bets Complaints Team
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3 years ago
Translation
Hi there....
Yes, thank you ...... the casino wrote to me that the money will be transferred ..... many thanks for your efforts ... LG Black
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3 years ago
Dear Sieglinde,
Please let us know when the money will arrive so we can closed the complaint. Thank you in advance.
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