1Bet Casino - O levantamento dos prémios dos jogadores está atrasado.

I have decided to lodge a complaint ahead of schedule since my faith in this casino has been shattered.

I had to wait nearly 10 days to acknowledge my deposit of 200 Euros.

Thanks to your assistance, I managed to access my funds and won 5,000 Euros, requesting a withdrawal.

At that point, KYC begins asking for an impossible amount of information, each item requiring a separate email:

1 A utility bill (gas, electricity, water, Internet, TV or telephone), issued within the last 6 months, containing your first name, last name, residential address and issuance date.

You must provide a photo of a printed copy or a PDF.

Sent and seems okay

2 Bank Statement

Sent and seems okay

3 Front/back photo of the credit/debit card ending in XXXX, with the first six and last four digits visible. Please cover the other digits and the CVC code on the back with a piece of paper, as these are sensitive information we do not require.

Sent and seems okay

4 A card statement containing the following information:

a. Bank details (bank name, bank address, bank SWIFT/BIC code).

b. Customer data (first and last name, residential address)

c. Account data (card: **** with IBAN: ******, currency, currency)

d. Issuance date (must be issued within the last 6 months)

e. Bank logo

You must provide a photo of a printed copy or a PDF.

Sent and seems okay

5 Thank you for providing us with your documents. The documents have been reviewed and accepted.

However, to ensure account security, we need the following:

A photograph of you holding your identification document.

Sent and seems okay

And here we plunge into absurdity, to the extent that today I had to visit a notary:

6 To enable us to manage it, we kindly ask you to send us one more item:

A notary attested copy of your identification document.

To clarify, this is a stamped and signed photocopy, issued by an official notary.

Kindly provide us with a photo of this document.

Just sent

This appears to me like an attempt to discourage clients from withdrawing and keep them playing to lose the amount as I've had happen before.

Regards

Ho deciso di aprire un reclamo prima del tempo in quanto ormai ho perso fiducia in questo casinò.

Ho dovuto aspettare circa 10 giorni per vedermi riconosciuto il mio versamento di 200 Euro.

Grazie al vostro aiuto son riuscito ad ottenere il denaro ed ho vinto 5.000 Euro richiedendo un prelievo.

A quel punto KYC inizia a chiedermi l'impossibile, ogni cosa con una mail separata:

1 Una bolletta (gas, elettricità, acqua, Internet, TV o telefono), emessa negli ultimi 6 mesi, che contenga il Suo nome, cognome, l'indirizzo di residenza e la data di emissione.

È necessario fornire una foto di una copia cartacea o un PDF.

Inviata e sembra ok

2 Estratto conto Bancario

Inviato e sembra ok

3 Foto fronte /retro della carta di credito/debito che termina con XXXX, con le prime sei e le ultime quattro cifre visibili. Si prega di coprire le altre cifre e il codice CVC sul retro con un pezzo di carta, in quanto si tratta di informazioni sensibili che non richiediamo.

Inviata e sembra ok

4 Un estratto conto della carta, che contenga le seguenti informazioni:

a. Coordinate bancarie (nome della banca, indirizzo della banca, codice SWIFT/BIC della banca).

b. Dati del cliente (nome e cognome, indirizzo di residenza)

c. Dati del conto (carta: **** con IBAN: ******, valuta, valuta)

d. Data di emissione (deve essere emessa negli ultimi 6 mesi)

e. Logo della banca

È necessario fornire una foto di una copia cartacea o di un PDF.

Inviato e sembra ok

5 La ringraziamo per averci fornito i Suoi documenti. I documenti sono stati esaminati e accettati.

Tuttavia, per garantire la sicurezza del conto, abbiamo bisogno di quanto segue:

Una Sua fotografia con in mano il documento d'identità.

Inviato e sembra ok

E qui arriviamo all'assurdo tanto che oggi son dovuto andare dal notaio:

6 Per consentirci di gestirla, le chiediamo gentilmente di inviarci un ulteriore elemento:

Una copia autenticata da un notaio del vostro documento d'identità.

Per chiarire, si tratta di una fotocopia timbrata e firmata, rilasciata da un notaio ufficiale.

Vi preghiamo di fornirci una foto di tale documento.

Inviata poco fa

A me sembra un modo per far desistere i clienti dal prelievo e continuare a giocare in modo da perdere la somma come già mi è successo.

Un saluto

Dear Pinkman777,

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

I have sent all possible documents and images, please intervene if you can.

They have been telling me for two days that the payment is about to be processed and this is not happening.

Ho mandato tutti i documenti possibili e immagini, vi prego di intervenire se potete.

Mi dicono da due giorni che il pagamento sta per essere processato e ciò non avviene.

Imaginable *

Immaginabili *

Oggi mi scrivono:

Hi again,

This is a followup to your query.

The request is with the Financial department, once handled, you will be notified by them via emial.

We would like to assure you that our team is doing their best to handle each request in the shortest time frame possible, as they are doing it manually as well.

Due to the high volume of requests of winners, such as yourself, there could be some delays in processing the withdrawals on time. 

We thank you for your patience on this matter.

If anything comes up, feel free to reach us back.

Regards,

****| Customer Support

Lo trovo assurdo come tempi di attesa

They keep telling me the manager has been dealing with it for 5 days.

a sensational mockery

Continuano a dirmi che il manager se ne sta occupando da 5 giorni.

una presa in giro clamorosa

Good morning, I'm living a real nightmare with this casino.

On September 20th I made a deposit of 200 Eur in Eth and I had some pending bets.

They asked me for all kinds of documentation, even making me go to the notary at my own expense to have my identity card certified.

On the 29th I request a withdrawal generated from that sum and every day they make fun of me saying that we are in the final stages.

This has lasted for 11 days.

Please help me get my money

Buongiorno sto vivendo un vero e proprio incubo con questo casinò.

Il 20 Settembre ho effettuato un versamento di 200 Eur in Eth e avevo delle giocate in sospeso.

Mi hanno chiesto documentazione di ogni tipo, facendomi andare addirittura a mie spese dal notaio per far certificare la mia carta d’identità.

Il 29 richiedo un prelievo generato da quella somma e ogni giorno mi prendono in giro dicendo che siamo nelle fasi finali.

Questo dura da 11 giorni.

Aiutatemi per favore ad ottenere i miei soldi

They banned me from the chat and got problems to access to my account!

Siamo al giorno 14!

They literally disappeared

Sono letteralmente scomparsi

Thank you for your reply, Pinkman777. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.? Have you accumulated your winnings with or without an active bonus?

Have you received any explanation regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I sent all the details including the chat in which the operator confirmed that the rollover had been completed.

My account is now active, only they blocked my contact with chat support.

I played at the casino with a bonus of 200 Euros for a deposit of the same amount.

I sent all the KYC documents so much so that I had numerous chats with the operators confirming it.

I sent everything to the indicated email.

Ho mandato tutti i dettagli incluso la chat in cui l’operatore mi confermava di aver concluso il rollover.

Il mio account ora è attivo, solo che mi hanno bloccato il contatto con l’assistenza via chat.

Ho giocato al casinò con un bonus di 200 Euro a fronte di un versamento di pari importo.

Ho mandato tutti i documenti KYC tanto da avere numerose chat con gli operatori che lo confermavano.

Ho mandato tutto alla mail indicata.

I have all the chats saved if you need more information.

a greeting

Ho tutte le chat salvate se le servono ulteriori informazioni.

un saluto

Can we involve the casino in the discussion?

Riusciamo a coinvolgere il casinò nella discussione?

Day 17:

Thank you for contacting us.

This is to inform you that your current withdrawal request is being reviewed.

Please keep in mind that the withdrawal requests are handled by another department, and since each of these requests is being revised individually, it may take some time for it to be processed.

With this being said, my suggestion is to keep an eye on your mailbox, as if there's an update or more information is required regarding your withdrawal request, my colleagues will contact you there.

Your understanding is greatly appreciated!

Best regards

Are we able to contact the casino after almost 20 days?

Riusciamo a contattare il casinò dopo quasi 20 giorni?

After 18 days they deleted my withdrawal without knowing why and got to request a new one.

*****

Maybe I was not clear enough but I’m loosing faith in this copy and paste answers.

I’m asking why the withdrawal of 29 September failed and got to create a new one.

Thank you very much, Pinkman777, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Pinkman777 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1Bet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

A thousand thanks

Grazie mille

I sent several emails today to ask for explanations, no response

Ho mandato svariate mail oggi per chiedere spiegazioni, nessuna risposta

Incredible... they were the ones who delayed the payment and they write:

Thanks for contacting us.

We reviewed your account and your withdrawal was rejected by the system because it was open for too long.

Upon further investigation we noticed that you have submitted a new withdrawal which is pending with our relevant team.

We assure you that the team will review your request and handle it as quickly as possible.

Once the review process is complete, they will update the status of your withdrawal.

You can review the status at any time via the transaction list section in the drop-down menu.

We thank you for your patience and understanding, which are greatly appreciated.

Best regards,

Incredibile… sono stati loro a ritardare il pagamento e scrivono:

Grazie per averci contattato.

Abbiamo esaminato il suo conto e il suo prelievo è stato rifiutato dal sistema perché è rimasto aperto per troppo tempo.

Dopo un'ulteriore indagine abbiamo notato che hai presentato un nuovo prelievo che è in corso presso il nostro team competente.

Le assicuriamo che il team esaminerà la sua richiesta e la gestirà nel più breve tempo possibile.

Una volta completato il processo di revisione, aggiorneranno lo stato del vostro prelievo.

È possibile rivedere lo stato in qualsiasi momento tramite la sezione dell'elenco delle transazioni nel menu a discesa.

Vi ringraziamo per la vostra pazienza e comprensione, che sono molto apprezzate.

Cordiali saluti,

Dear Pinkman777, we have detected that you have filed multiple complaints on the same issue. My colleague has already rejected the second one as this thread was created first.

You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. Sending daily messages will not expedite the process; in fact, it may have the opposite effect. I understand your frustration that arose from this situation but I ask for your patience. I was in contact with the casino representative and was told that they will update the thread soon.

Thank you for your understanding!

Thank you very much for your cooperation and sorry

Grazie mille per la collaborazione e scusatemi

Money arrived, you are fantastic!

Soldi arrivati, siete fantastici!

Dear Pinkman777,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter