1Bet Casino - Výplata hráčovy výhry se zpozdila.

I have won what amounts to around 7000 euros, and I have followed their instructions concerning the documents that need to be provided.

The first withdrawal I made was over the allowed amount (5000 euros), so I had to cancel and make a new withdrawal of 5000 euros, which was 3 days ago now.

I have sent all the documents their KYC requested and I haven't heard anything afterwards. When I contact their support, nothing happens. They keep telling me to have patience and that the money will surely be paid out, but I see no "evidence" of anything other than the support continuously giving me excuses.

Jeg har vundet det svarer til omkring 7000 euro, jeg har fulgt deres anvisninger omkring de dokumenter der skal bruges.

den første udbetaling jeg laver ligger på over det tilladte beløb ( 5000 euro ) så måtte annullere og lave en ny udbetaling på 5000 euro hvilket er 3 dage siden nu.

jeg har sendt alle de dokumenter deres KYC skulle bruge og har intet hørt efterfølgende, når jeg henvender mig i deres support sker der ingen ting, de bliver ved med at sige jeg skal have toldmodighed og pengene nok skal blive udbetalt, men jeg ser ingen "beviser" på noget andet end supporten bliver ved med at give mig undskyldning på undskyldning.

Dear Jimz2740,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello again.

I have contacted their support up to several times and they keep making excuses that the money is on the way etc etc... I can't get a direct answer to anything and really feel like I am being ridiculed...

I just wanted to be in to get a status in the chat, but they have simply removed the possibility that I can connect to their chat, when I press the chat icon nothing happens..

It can't be true that I can't get my money paid out, I've never experienced anything like this from any other betting site...

Hej igen.

jeg har henvendt mig i deres support op til flere gange og de bliver ved med at komme med undskyldninger, at pengene er på vej osv osv… jeg kan ikke få et direkte svar på noget og føler virkelig jeg bliver latterliggjort…

jeg har lige ville være inde for at få en status i chatten, men de har simpelthen fjernet muligheden for at jeg kan connect til deres chat, når jeg trykker på chat ikonet sker der ikke noget..

Det kan da ikke være rigtigt jeg ikke kan få mine penge udbetalt, jeg har aldrig oplevet noget ligende fra nogle anden bettingside…

Dear Jimz2740,

Please note that we are reviewing your case.

Kind Regards,

1Bet Casino Team

Yes, thanks, I can see that, I can go to your support chat again, I don't know if it was your page that was down for a short moment or my phone was teasing, but whatever... I am met with the same excuses every time I come and ask when they will be paid "the relevant department working on the withdraw" and "I will leave a High prioty note"

But when I ask if I myself can get a contact form according to e-mail or some other way it absolutely cannot be done, I have to admit I feel ridiculed, to come as a brand new customer and be treated in this way, it is really under all criticism…

On Wednesday 2 August at 16:55 it was 7 days since I sent my form about getting paid 5000 euros, it really seems bad style, I have sent the documents you require, and since then I have just been held back by your support with one excuse after another.

Ja tak det kan jeg se, kan godt gå i jeres support chat igen, ved ikke om det var jeres side der var nede et kort øjeblik eller min telefon drillede, men uanset hvad… så bliver jeg mødt med de samme undskyldninger hvergang jeg kommer og spørg hvornår de bliver udbetalt " the relevant department working on the withdraw" og "I will leave a High prioty note"

Men når jeg spørg om jeg selv kan få kontaktformular i henhold af e-mail eller anden vis kan det absolut ikke lade sig gøre, jeg må indrømme jeg føler mig latterliggjort, at komme som helt ny kunde og blive behandlet på denne måde, det er virkelig under alt kritik…

Ondag d 2 august klokken 16:55 var det 7 dage siden jeg sendte min formular omkring at få udbetalt 5000 euro, synes virkelig det dårlig stil, jeg har sendt de dokumenter i kræver, og siden er jeg bare blevet holdt hen af jeres support med den ene undskyldning efter den anden.

9 days since I should have had my winnings...

Been in contact with BEN from the chat, he really tried to tell the disbursement department that they would like to speed up the process, it doesn't seem to have worked in any way, I was texting back and forth with Ben asking him for more times about trying to write and speed up that process…

I don't think this is fair in any way that you have to wait so long to get your money, and I feel REALLY cheated....

Anyway, Ben just banned me from their chat…

If I had known what hell I had to go through to get my winnings I would never have spent so much as 2 minutes at their Casino.

9 dage siden jeg skulle have haft mine winnings...

Har været i kontakt med BEN fra chatten, han prøvede virkelig at fortælle udbetalingsafdelingen at de gerne må fremskynde processen, det ser ikke ud til at det har virket på nogle måde, jeg sad og skrev frem og tilbage med Ben, hvor jeg bedte ham flere gange om at prøve at skrive og fremskynde den process...

Jeg synes på ingen måde det her er retfærdigt at man skal vente så længe på at få sine penge, og føler mig VIRKELIG snydt....

Ik nok med det, har Ben lige udelukket mig fra deres chat...

Hvis jeg havde vidst hvilket helvede jeg skulle igennem for at få min gevinst havde jeg aldrig brugt så meget som 2 minutter på deres Casino.

Dear Jimz2740,

Everything should be in order with your withdrawal. Please check and confirm if that is the case.

Kind Regards,

1Bet Casino Team

Dear Jimz2740,

Have you received your withdrawal from the casino yet?

Dear Jimz2740,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.