BET365-ENG Casino - Player’s struggling to withdraw his winnings.

Hello, I have over 30,000 euros on this site, they are asking me to pay a fee so that I can withdraw money ... The problem is that they will not withdraw money from my account, but they are asking me to send them money, but not to pay as a deposit than to send to some natural person which is very suspicious to me. Have you had similar experiences with this site and is there any help?

Dear Aleksandar,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully? Could you please advise if you have accumulated your winnings with or without an active bonus? Have you withdrawn any funds from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I would strongly recommend against paying any processing fees.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, when I opened the account, I asked if I needed to verify the order by sending my ID or passport, and I received the answer that it is only necessary if 100,000 or more thousand euros are withdrawn. So apart from the verified mail address I did not verify anything. I got the bonus, so I bet on the bonus because there was no separate deposit and bonus account. I did not withdraw money, their "policy" is to pay the tax or fee only for the first withdrawal of money, as they say, but nothing would be a problem to send it directly to the site and not to a natural person ...

Thank you, Aleksandar, for your reply. I have checked terms and conditions, and this is what I found https://bet365-eng.com/page-2-general-betting-rules:

"You must pay taxes for the first withdrawals from our site. This payment is calculated based on your earnings. This initial payment will not be deducted from your gaming account. You can calculate your tax payment by reviewing the following amounts. For earnings up to € 2,499, you will be required to pay a tax of € 225. For earnings between € 2,499 and € 5000 you will need to pay € 320 tax. You must pay a tax of EUR 500 for earnings between EUR 5,000 and EUR 10,000. For earnings of € 10,000 and above, you must pay a tax of € 700. And these payments will not be charged to your gaming account. You can pay taxes with the payment methods on our site."

Once again, I would like to emphasize that we do not suggest paying any tax from the winnings. This is not a common practice for online casinos and there’s no guarantee that you will receive your winnings after doing so. Please check our review for BET365-ENG Casino https://casino.guru/bet365-eng-casino-review and make your own decision but as you can clearly see we don’t recommend playing at it.

Could you please advise how much you’ve deposited into your account and which payment method you have opted for? Looking forward to hearing from you. 

Dear Aleksandar,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.