Hatbet Casino - Player’s withdrawal is delayed due to pending verification.

On July 3 i wanted to withdraw from my account and the message "customer restricted for withdrawal" appeared, in the chat they wrote that I should send my ID card + selfie with ID + a piece of paper with the date.

I did it on the same day, unfortunately they have not checked (19 days) I receive information in the chat that my account is still being checked.

This is my first withdrawal from this casino, so I understand that there is KYC but I don't know why it takes so long and what the problem is, live chat is still available but their answers keep saying the same thing (I wrote to them many times)

can casino.guru ask this casino what the problem is with my KYC account as my questions don't seem to be taken seriously by this casino.?

Dear BartusGieroj,

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please confirm that you provided all the required documents in the correct format?
• Do I understand correctly that the casino didn't explain what caused the delay?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

1: I sent docs they wanted

2: in the live chat they write that my account is undergoing additional checks and when they receive an update, they will write to me.

Hatbet removed all winnings from my account and left only the deposit amount 300 FTN

LIVE chat:

ANSWER:

Thank you for waiting. Please be informed that it was allowed for you to withdraw your deposit amount and after that, your account will be closed based on the Terms and Conditions clause 3.4 Hatbet reserves the right to refuse service to any person without disclosing the reason(s).

NEXT

I am sorry, but as mentioned in clause 3.4 we can’t provide you any further information. the decision is final and can not be amended

Thank you for your reply, BartusGieroj. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Was this the only explanation you received from the casino?

Thank you.

that's the only explanation from the casino, I played casino slots and sports betting

I used the first deposit bonus.

Thank you very much, BartusGieroj, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, BartusGieroj,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response and clarification, can you please provide me with the following information:

• How many deposits did you make at the casino?
• Was the refunded deposit the only deposit you made + Did you submit a withdrawal request for your deposit + Has it already been refunded to your payment method?
• Do I understand correctly that your disputed winnings were accumulated with the first deposit bonus? If not, can you clarify how you accumulated them?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Hatbet Casino team,

Could you please explain the player's situation in more detail? Why have disputed winnings been confiscated?

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

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Please note that although it is acceptable and an industry standard that online casinos have the right to close any account at any time, or stop providing their services to any player, without giving a reason, however, it is alright only if the remaining balance is paid out in full, not if the casino decided to confiscate anything of a player's winnings. It is a very unfair and incorrect approach. In addition, the rule cited by the casino CS representative above in the screenshot does not state anything about confiscation.

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 BartusGieroj,

Although you did not answer my questions at all, since we have not received any 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 in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru