The player from Germany has requested a withdrawal six weeks ago. Unfortunately, it hasn’t been received yet. We ended up closing the complaint as ‘unresolved’ because the casino stopped responding but the player's problem persists.
BABIBET Casino - Player’s withdrawal has been delayed.
Black points: 4,685
Amount: €10,000
BABIBET Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.4
BABIBET Casino has a Safety Index of 1.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Justified complaint
UNRESOLVED
Case summary
2 years ago
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3 years ago
Translation
Hello, I won 10000beuro at babibet and after their limit I first applied for 5000 to be paid out and the rest should still be in the account that you have unfortunately blocked and the money has not yet been paid out, I have been waiting for it since July 21st what can I do live chat always tells me everything is still under review and they don't answer by mail
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3 years ago
Dear Thomas,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
I registered there again and played with the welcome bonus and was immediately lucky and won that would be the first payment of 5000 euros and another 5000 on my kyc account, I have already made
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3 years ago
Thank you very much, Thomas, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Thomas,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BABIBET Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
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That would be very nice because you have already blocked me for the live chat and I don't get any emails answered, I don't know anything anymore
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3 years ago
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What happens if nobody from the casino reports?
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3 years ago
Hey Schiffsche,
Thanks for reaching us.
We'll make an additional checks on your case and will get back to you as soon as possible.
Best Regards,
The Babibet Team
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3 years ago
Translation
Yes please because you have blocked me in the live chat, they just end the conversation immediately when I identify myself and I don't get an answer from you by email
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3 years ago
Hi CasinoGuru representatives,
Thanks for your patience.
As per our AntiFraud Department and our official records, we would like to share the following statement, regarding the player's account status.
We've asked the player for additional verification items, which by today we haven't received yet. This is the main reason his account stays under review. We will send him another document request now and appreciate it if he could reply this time.
Best Regards,
The Babibet Casino Team
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3 years ago
Translation
That's a lie, I would have sent you everything and then got no answer when I asked if everything was okay. Now I got an email today I was always told that everything is still being checked, I have screenshots of the chats when I was still was allowed to chat with you
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3 years ago
Hi all,
Thank you for your replies.
Dear Thomas,
Please keep me updated on the progress of the verification.
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3 years ago
Translation
I received an email but I don't know if I did it right. Can I send this or how can I write to you?
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3 years ago
Translation
I wrote an e-mail to her and babibet has not yet replied to my mail
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3 years ago
Hi Thomas,
Thanks for the email. I looked at the email and found that the casino requires notarized proof of identification. They even mentioned an example - you have to print a copy of your ID and have it verified by a notary or a local authority and send a picture of it back to the casino by email.
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3 years ago
Translation
I've never heard anything like that before, it's normal, it also costs me money and I still don't know if I'll get my money from babibet
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3 years ago
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I have my ID which is an official document, what is this nonsense
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3 years ago
Hi, I don't know how much it costs in Germany to have a document verified, but I believe it will cost no more than €30-€40. Since the sum of your winnings is €10000, I would say it is worth the trouble/cost.
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3 years ago
Translation
Yes, of course, if it leads to success, I've just never heard something like that before that you have to certify your identity document, that's crazy
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3 years ago
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Can I do that with this oath card or nothing brings me I don't look exactly through what I'm supposed to do 
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3 years ago
Hi, the casino was quite specific, you have to have your physical ID card verified. I'm not sure if they will accept eID, they most probably won't.
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3 years ago
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I got everything that Babibet wanted and sent it by email
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3 years ago
Hi Thomas,
Thanks for the email, I hope your account will be successfully verified soon, let me know.
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3 years ago
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I'm also curious that it only lasted since mid-July
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3 years ago
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Hello Peter I have sent everything to babibet and you want to talk yourself out of it again and again you said that was not the original but sent it to you, what should I do
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3 years ago
Hi Thomas,
Thanks for the update.
Dear Babibet Casino Team,
What exactly is wrong with the player's document?
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3 years ago
Hi Peter,
Thanks for your update.
The player's recent NIV document was provided in cropped size.
We've asked him to send a full-size document with a valid size, however, we received a reprinted file which is not corresponding to our KYC procedures.
Further instructions have been provided via email to the player.
Best Regards,
The Babibet Casino Team
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3 years ago
Translation
I have not received an email and have photographed the original document for you that I had certified at the civil registry office, everything you wanted
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3 years ago
Dear The Babibet Casino Team,
What exactly do you mean by "full-size document with a valid size"? As I recall you wanted a picture of the verified document which the player provided.
Dear Thomas,
Please take one more photo of the document, make it so that the whole sheet is visible with all 4 corners, I hope that will be enough.
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3 years ago
Translation
Hello babibet please answer I have had the document certified by the citizenship office and have sent you now everything you wanted
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3 years ago
We would like to ask Babibet Casino Team 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.
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3 years ago
Hi Thomas,
Unfortunately, it seems that the casino stopped responding entirely. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
