The player's withdrawal is delayed for a month. The player confirmed receipt of the payment, so we closed this complaint as resolved.
b-Bets Casino - The player's withdrawal is delayed.
Amount: €1,503
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
10 months ago
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11 months ago
Translation
Ladies and Gentlemen
I made regular deposits and withdrawals at the casino mentioned, which always worked without any problems except for the last withdrawals (payments to my bank account very quickly within 1-2 working days after confirmation by the casino). For a few months the payments have been delayed by about 1-3 weeks but finally the payments reached me.
I am fully KYC verified.
I have two withdrawals already confirmed by Casino B-bets :
20.04.2023 €1,200
04.05.2023 303.09€
Now I've been in contact with customer service for 2 weeks (23 pages of mail traffic), live chat contact-> my account movements were sent several times to prove that the payments never arrived in my bank account.
In the meantime, my account was "frozen" or closed and the website is no longer accessible for me (players from Germany probably in general) (approx. 2-4 weeks after confirmed payout). At the time of withdrawals, the site was accessible to me. Another payment from May 2nd, 2023 was delayed, but finally paid out. Confirmation from customer service that my "funds" are still safe.
I saved the entire mail history and really always waited patiently and made all the requested documents available.
I don't want to talk bad about everything here either, I was always very satisfied up to this incident, but now I have a problem and would like my money paid out to my account and I can't get any further with the mail support. Therefore I ask for the help of your team . I hope to finally be able to close the case.
I would be happy to provide all the necessary data/documents.
Many thanks in advance for your commitment.
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11 months ago
Hello wiaschdesau,
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 since when is your account fully 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? Did they explain the account blocking?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
Hello Nick,
Thanks for the fast respond.
The first verification was confirmed on 03/17/2021.
The second verification (proof of income) was confirmed on May 20, 2021.
Then I had further verifications for payments by credit card, Astropay and Paysafe. All of which were accepted.
I can't say exactly whether the win was achieved with a bonus (if a bonus was used then with a deposit and wagering requirements that were met), probably yes, but I never play with a stake of more than €2 to avoid exactly such problems. That can't be the reason, the two payments were confirmed (20.04.2023 €1,200 and 04.05.2023 €303.09). The only thing missing is the payment to my bank account.
The last reply from B-bets is from 05/17/2023, my last email asking for an update is from 05/19/2023 - no reply yet.
I would be happy to provide you with the entire mail traffic, as well as the two payment confirmations as a PDF.
Account blocking was not explained, but it says on the homepage that the site is no longer allowed for players from my country (weeks after the payout, the site was of course available at the time of the payout):
Excerpt of the mail from May 17th, 2023:
Thank you for reaching out to us regarding your missing winnings.
Even though your account has been closed, we take all reports of missing winnings seriously and want to assure you that we will check this matter further and inform you over email accordingly with any possible findings.
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11 months ago
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Updated from 05/22/2023
B-Bets has reported that my payout has been initiated and will be in my account within 24-48 hours.
-> Today, May 24th, 2023, there is still no receipt of money!
I just replied that the money has still not been received.
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11 months ago
Hello wiaschdesau,
It should definitely take more time for the money to arrive from the casino. I would recommend to wait at least until Monday. Let us know if it would not arrive until then so we can try to intervene.
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11 months ago
Translation
Hello Nick,
The payout from April 20th, 2023 for €1,200 is still missing. The payout is now 6 weeks ago. Status today 05/30/2023
The payout from May 4th, 2023 for €303.09 was transferred on May 26th, 2023.
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11 months ago
Translation
Hello Nick,
Even today no payment of my missing payment from 20.04.2023
The payout from April 20th, 2023 for €1,200 is still missing. The payout is now 6 weeks ago. Status today 05/31/2023
I hope you can help me.
Thanks in advance
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11 months ago
Translation
Hello Nick,
The payout from April 20th, 2023 for €1,200 has still not been paid out. The payout is now more than 6 weeks ago. As of today 05.06.2023.
I hope you can help me.
Thanks in advance.
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10 months ago
Thank you wiaschdesau for all the information so far. 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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10 months ago
Translation
Hello Nick & Tomas,
Thanks.
Unfortunately, the payout of my €1,200 from April 20th, 2023 has still not been paid out (although everything has been approved and the payout has been released).
Since June 3rd, 2023, B-bets has not responded to my emails either.
I really hope you can help me. I am happy to provide everything you need.
I've been waiting for the payment for over 7 weeks now.
Thanks very much
Kind regards
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10 months ago
Hello wiaschdesau,
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 delayed payment?
Thank you.
Kind regards,
Tomas
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10 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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10 months ago
Translation
Hello Tomas,
The case can be closed. I received the payment on June 15, 2023 after almost 8 weeks and only had access to my account again today (I was on vacation).
Thank you for your hard work and commitment.
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10 months ago
Dear wiaschdesau,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
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