Bet1000 Casino - Player faces documentation issues and struggles to reclaim his deposit.

I deposited here and won €4000 which I now lost.

They never asked me for any documents, I had uploaded these my self.

I had uploaded a utility bill Gas and Internet bill - it was verified then they declined it and they declined my valid government issued photo ID drivers licence.

Having used the same documents at their sister site under the same brand Godbunny they had accepted the same ones last year and cashed out no problem.

Having since asked for my bitcoin deposit back they are refusing this and say I need documents still to get it back - it doesn’t state on there terms and conditions about this or for any threshold amount to withdraw winnings let alone a deposit.

They failed to verify valid documentation which they claim isn’t and are holding onto my deposit unlawfully and I would like this back asap! Bitcoin deposit was €95 and €28

Dear rocketpotio,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet1000 Casino.

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

Could you please list which documents you have already provided and when exactly did you send the last one?

Do I understand correctly you lost all your winnings?

Could you please forward your correspondence with the casino regarding your refund request and verification issue? My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Hi,

I have uploaded an Internet bill and an electric bill. Both refused.

I have also uploaded a valid driving license.

My main issue is that they have refused my documents and this means I would never of been able to cashout even though they are valid and been used at other casinos including one of their other websites (Godbunny)

Thanks for your response, however, could you please clarify if your balance is currently zero? I understand your frustration with the casino refusing to accept your documents, nevertheless, we can only mediate the issue of verification and subsequent withdrawal if there are funds to withdraw.

I'll await your reply.

Yes my balance is zero, they failed to verify my valid documents so I would never of been able to withdraw so I’d like my deposit back.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear rocketpotio,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.