Bet1000 Casino - Player experiences document rejection and technical issue.

I opened aN account with this casino on Dec 21 2023. I won money and withdrew 1000$. I verified my account but they kept refusing one of my documents that confirmed my address because they claimed the address wasn’t the same. I pointed out that the address on the bottom matched as where I live we don’t get mail to our houses it goes to a P.O. Box. So on the document (utility bill) the address on the top is the address the company is providing services to and the address on the bottom is my mailing address that is on my ID and what I put as my address on bet1000. Anyway. Now since Dec 22 2023 they keep saying they are having "technical issues" I cannot even see my funds at all and I keep getting the same message over and over. This seems like a scam to me.

Dear amandathornhill86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your Proof of Address seems to be the only obstacle standing between you and your winnings?
• Could you please forward any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

My main complaint is that is seems the website is having technical issues and has been for almost a month now. I have not received my winnings of 1000$ and now no one is answering my questions. First it was the issue with verification. Now it’s the technical issues. It’s been 3 weeks and I have yet to receive my 1000$ withdrawal

Thank you very much, amandathornhill86, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello amandathornhill86,

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

We would like to invite Bet1000 Casino to join the conversation and participate in the resolution of this complaint.

Dear Bet1000 Casino,

Can you please provide your thoughts on the cause of the player's issue? Is it a technical problem or related to the documentation the player provided?

Thank you.

Kind regards,

Tomas

Casino.Guru

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.

Dear amandathornhill86,

Unfortunately, since we have not received any further response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating negatively.

There is one more option on how you can try to resolve your issue. I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

It is also worth mentioning that I checked the casino website and our internal notes. It is already not visible on the casino website, but if you need it, the owner of the website should be "SG International N.V."

According to the update, it looks like the casino currently does not accept new players, and sections on their website are empty. So, it is very likely they will stop operating soon. Therefore, it is not certain the regulator will help you. However, I strongly recommend contacting them.

I wish I could be of more help and I sincerely hope you will not come across a problem like this again. In case you need any help or have news from the regulator, please contact me at tomas.k@casino.guru.

The casino can reopen this complaint anytime.

Best regards,

Tomas

Casino.Guru