Bet1000 Casino - Pelaajan kotiuttaminen on viivästynyt maksupalveluntarjoajan ongelmien vuoksi.

I made a withdrawal request here over a month ago. This casino doesnt want to approve that and I get always same answer when I ask about it. They say that they have issues with payment provider and they cannot process my withdrawal. I dont believe that explanation because it cannot take a month to solve that kind of an issue. I also sent them all the additional documents that they asked and everything i ok with my account.

Dear juusohamalaine,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

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

Best regards,

Petronela

They kept saying that there is an issue with payment provider which is neteller. I made a new request with bank transfer but they rejected it. Yesterday I made new request again with neteller. I asked if they still have that issue with neteller but I have not got the answer.

I got now answer from them. They say that they have noticed duplicated account that uses same IP address and they cant process my withdrawal. I am 100% sure I have not duplicate account made with my device and IP address. No one in my family play slots. I noticed that they have blamed many other players about this same thing without a real reason for that.

• We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

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

Thank you in advance for your reply.

It's not possible that somehow from my family or anybody I know has opened an account with same IP address.

I won with bonus and completed wagering and followed their rules.

Yes. My account was previously verified and I have received withdrawal from them before.

Thank you very much, juusohamalaine, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, juusohamalaine,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bet1000 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bet1000 Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Hi Juuso, hi Branislav,

we require some more documents and info from the player for the standard KYC procedure, for which one of our Support Agents has already reached out to the player.

Best regards

Bet1000 sent me an email to told my account is now fully verified.

Thank you both for your replies and updates.

Dear juusohamalaine,

The main issue of this complaint was the delayed withdrawal. Is there any progress on this?

Has the withdrawal in question already been approved/processed? Did you receive your winnings?

Do I understand correctly that your verification was completed and the withdrawal should have been processed? If yes, can I consider the issue resolved, or would you like me to wait until the funds are credited to your payment method if it has not been done yet?

No. There is no progress on withdrawal. They say that they are still checking that IP address thing. I have not got any updates about that thing.

Hi Juuso, hi Branislav,

@Juuso when have you received an E-Mail that your account is fully verified? From what I see we have not sent you such an e-Mail.

Best regards,

bet1000

You sent me this email 5 days ago.

Thank you both for your replies.

However, if any of the data in the disputed account matches with the data of other accounts, the casino has to review it in detail, as well as the game logs, and it does not have to be important whether the player completed the identity verification or not. While it confirms that the account was used by a real person, it does not rule out other ways of violating the Casino Terms and Conditions. So, let's get back a bit.

Dear Bet1000 Casino Team,

We have not been provided with any clarification or details so far. Therefore, I would like to repeat the questions that I asked approximately 2 weeks ago.

"Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information."

Looking forward to hearing from you.

Hi Juuso, hi Branislav,

@Juuso, this e-Mail is for the document you have uploaded but not for the account in general. Our Support team has sent you an e-Mail for the documents that are still missing to complete the verification.

@Branislav, first of all we would like to receive the standard set of documents for the KYC verification from the player.

Best regards,

bet1000

Thank you very much for the explanation, Bet1000 Casino. Sure, I completely understand it.

Dear juusohamalaine,

Can you please find the email in question from the casino support, provide the casino with the requested documents, and inform us when it is done?

Looking forward to hearing from you.

Hello.

I have provided requested documents to Bet1000.

Hi juusohamalaine,

I wanted to inform you that since Branislav, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Branislav possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated.

Thank you for your understanding and continued patience.

Greetings all,

I am sorry for the delay.

Dear Bet1000 Casino Team,

Can you help us in moving forward with the player's issue, please?

The requested documents were sent to the casino. Could you provide us with an update and outcome of the complainant's KYC/verification?

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.

My withdrawals situation here is very complicated. Bet1000 sent message to me 2 weeks ago that my withdrawal is confirmed. I have asked from customer support when I will receive it and they have just told me to wait. Yesterday I got message from their payment team and they asked me to send screenshot from my crypto wallet account. I replied that I have not used any kind of crypto money and I dont even have any crypto account. I requested my withdrawal with Neteller. Next message from them was that my withdrawal is now processed. I haven't received anything. I asked them where did they pay that withdrawal to and which method because I havent received it. They dont answer or give any details about it.

Thank you for the update, juusohamalaine.

Please note it takes some time until a withdrawal is completely processed, and it does not depend only on the casino, but also on its 3rd party payment provider or processors. It usually takes several business days until payment is credited to a user's payment method, even if we are talking about e-wallets or cryptocurrencies.

However, the casino stopped responding, and it has not answered my emails so far. So, it is possible that if they do not reply or provide me with relevant information or details until the current timer expires, I will be forced to close the complaint as unresolved. So, let's see how they will further cooperate.

Since the withdrawal process takes some time, feel free to let me know if there is any news or update.

Dear juusohamalaine,

So, I have no news. The casino stopped responding, and they did not contact me outside the thread either.

I should close the case as unresolved now. However, before I do it, I would like to ask you for an update.

Is there any progress with the matter, please?

No any progress

Thank you for your quick reply, juusohamalaine.

Unfortunately, since we have not received any further response from the casino regarding the issue, nor outside of the thread despite my attempts to contact them, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - 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. 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 branislav.b@casino.guru.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru