HomeComplaintsb-Bets Casino - The player's withdrawal is delayed.

b-Bets Casino - The player's withdrawal is delayed.

Amount: €5,000

b-Bets Casino
Safety Index:Below average
Submitted: 07 Feb 2023 | Case closed : 07 Aug 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player's withdrawal is delayed for almost a month. Since we have not received any response from the casino, we were forced to close this complaint as 'unresolved'. The casino requested us to reopen the complaint and provided evidence that the player had breached their terms and conditions by creating multiple accounts to gain an unfair advantage over bonuses. As a result, we rejected the complaint.

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1 year ago
Translation

Dear


I write again, since it is becoming customary alcasino b-bets to delay payments, my last withdrawal took about 60 days and this one has been over 30 days.

They asked me again for a bank statement to confirm that I have not received the money and since I sent it, 20 days have passed and they still have not responded.


I thank you for the space you offer to help the players in these moments when we feel unprotected

Automatic translation:
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1 year ago

Hello drrojo,

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

Could you please advise when was the last time your account got verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 year ago
Translation

Could you tell us when was the last time your account was verified?

A: Today, my bank executive checks it every day


Did you accumulate your winnings with real money or did you use a bonus?

A: real money


When was the last time you spoke to the casino and what was it about?

A: I speak every day through the chat and every day is the same answer "we are waiting for a response from the respective department", that is the speech every holy day.

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1 year ago

Thank you drrojo for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago

Hello drrojo,


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

We would like to invite b-Bets Casino to join the conversation and participate in the resolution of this complaint.


Dear b-Bets Casino,

Can you please provide an update on the status of the player's withdrawal?


Kind regards,

Tomas

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1 year 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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1 year ago
Translation

Good morning...time's up...do you have any answers? It happens that now it was combined with another payment that has already been waiting for more than 20 days... that is, one has been waiting for 50 days and the other for 20 days.

The casino has not yet given me a solution and here I cannot upload another claim for this other delayed payment since it does not allow two active complaints.

Kind regards

Automatic translation:
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1 year ago

Dear drrojo,


I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.


In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submitting a complaint to them.


Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru). I am sorry I could not be of more help on this occasion.


Best regards,

Tomas

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1 year ago

Dear all,


We’ve reopened this complaint at the request of b-Bets Casino.


Davidbongal,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are changing the status of this complaint to "unjustified" due to breaching the casino's terms and conditions and bonus terms and conditions by creating multiple accounts.


The casino acted correctly and within its terms and conditions.


Thank you very much, b-Bets Casino, for providing information and for your cooperation.


Best regards,

Tomas

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