bet O bet Casino - Player’s winnings have been delayed.

To whom it may concern,

I would like to open a dispute against bet O bet Casino. I have won 950€ on their website. A month ago, casino requested documents because of my withdrawal, which I have provided to them. They responded with the following email;

Hello!

We hope you are well.

We are pleased to inform you that your account has been successfully verified.

Please be aware that, according to our Terms and Conditions, processing and approving withdrawal requests may take up to 3 working days. This means your request will be handled within 3 working days after submission.

Please note that weekends (Saturday and Sunday) are not included in this timeframe.

Thank you for choosing bet O bet!

Best regards.

I have waited for 3 weeks after the last response for them, and then I send another mail as a reminder, and when I wanted to login to the account his wasn't possible so I asked them what is the issue.

They have responded;

Hello!

We are very sorry for the inconvenience.

Please note that your account is under investigation by the Risk department and as soon as we have an update, we will notify you by email.

While we understand your eagerness for information, we would like to inform you that we cannot provide a specific timeframe for the completion of an investigation.

Thank you for understanding.

They haven't given me any specific information regarding this and I am still waiting for the funds.

Can you help me out?

Kind Regards,

Stojan

Dear stojandekanovic,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bet O bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please list which documents the casino requested and which documents you provided to the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear stojandekanovic,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.