The player from Germany experienced difficulties withdrawing his winnings of €12,373 from 55bet. Despite completing multiple verification requests, including providing a selfie and screenshots, the casino continued to ask for a PDF proof from his crypto wallet, which did not exist. He had extensive communication with 55bet, resulting in frustration and no resolution. The Complaints Team attempted to engage the casino for clarification but received no response. Consequently, the complaint was marked as "unresolved," with the potential for reopening should the casino respond.
55Bet Casino - Player’s withdrawal request is delayed.
Unresolved
Our verdict
No reaction
Black points: 1,580
Amount: €12,373
55Bet Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Hello Casino Guru Forum. I deposited €300 at 55bet for a month and claimed a 100% bonus. I used it to play Fruit Party and now have a real money balance of €12,373. I tried to withdraw and received an email asking me to verify my ID and address. I did that. Then I received a new email asking me to send a selfie with my ID. I did that too. I would like to note that 55bet has already posted here that they will process my withdrawal immediately afterward. The selfie was also accepted, but I received a new email with new requests.
I was asked to send a screenshot of my crypto wallet, which I used to deposit, showing where I received the money. Of course, I sent it directly to 55bet, and now I'm having trouble. It wasn't accepted, and since then, there have been a total of 63 emails between 55bet and me, and they simply don't want to verify me or pay out my winnings.
I have provided all possible proof of how I traded the coin on KuCoin and then withdrawn it to my crypto wallet and deposited it from there to 55bet. Everything is simply rejected. They insist on a PDF proof from KuCoin, which doesn't exist. I have contacted KuCoin several times, and they told me flatly that KuCoin doesn't offer PDF proofs. 55bet has seen the chat history between KuCoin and me and still insists on a PDF document that doesn't exist. Then 55bet said they need the name of the crypto wallet account holder in the PDF document. Such a thing doesn't exist. I tried to explain that crypto wallets aren't like bank accounts and don't have physical names as owners. I could talk to a wall and still make the same progress. I would also like to point out that I only made a one-time deposit of €300, and 55bet is citing money laundering as a reason for the request. I haven't received a response from 55bet for several days, and I would like to ask you for help with my case today. I will be happy to send you all documents via email.
Automatic translation:
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9 months ago
Dear BadNeighbour,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you with your complaint, could you please provide answers to the following questions:
- Is there any alternative way to verify that you are the owner of the crypto wallet you used for depositing money into the casino, e.g. a verification video?
- Please forward me all the communication between you and the casino customer support regarding the verification of your payment method at [email protected].
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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9 months ago
Translation
Hello Veronika, I have sent you all the histories via email.
The document 55bet wants from me appears to be a PDF extract of my KuCoin transactions with my real name next to the wallet addresses. Such a thing doesn't exist! I've contacted KuCoin several times, and they explicitly told me that they don't support PDFs, only CSV. I sent the CSV histories to 55bet, of course, as well as several screenshots showing everything, but they refuse to accept them and keep insisting on documents that I can't provide because they don't exist. And having my real name next to the wallet addresses, as 55bet requests, is also not possible.
The screenshots and history of my KuCoin account are proof that it's my crypto wallet, and that I sent Litecoin from KuCoin to my crypto wallet and deposited it from there to 55bet. They have indeed received all possible proof from me.
Automatic translation:
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9 months ago
Thank you very much, BadNeighbour, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.
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9 months ago
Dear BadNeighbour,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 55Bet Casino representative to join this conversation.
Dear 55Bet Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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9 months ago
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.
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8 months ago
Dear BadNeighbour,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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, If you would like to submit a complaint to the Licensing Authority, feel free to check our article: https://casinoguru-en.com/licensing-authorities/curacao-license.
I am sorry I could not be of more help on this occasion.
Best regards,
Mirka Dubasova
