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10Bet Casino - Stalling account verification and withdrawal

RESOLVED
Babioras United Kingdom
Posted on 28 January 2019

User name - Babioras. I opened my account on 25th of January, made deposit and win £4500. I upload all neccessary documennts for account verification but my account is still not verifayed and no one can provide a reason why - „additional check need to be done” - what check? „Just additional check need to be done on first withdraval”. When I am asking when it will be verified and why casino is missing the deadline - „please give us more time”, how long - „we cant give exact date, jus please wait a little bit longer” , when I ask to speak with someone who can provide a reason why nothing was done with my account and on which stage the verification is after 48h - „we cant see this information, relevant team need to make additional check”, when I ask to speak with the manager „there is no available manager at the moment to take your call”. To finalize - customer service cant reply on any of yours questions, cant give any exact date, they just can say „sorry, please wait longer”. That is unprpfessional, and casino shouldnt work as this, if you promise to verify the account in 48h this need to be done, if it wasnt done you need to provide a reason! I just spent 20 minutes on phone with customer servise (before I was chating with several team members) and it was just waste of time! They are saying that account verification should take up to 48h, now I am waiting longer and nothing was done! Question to ASKGAMBLERS I find this casino on your recomendations so please help now to sort this issue! As this is unrespect for player!!!!

Posted on 30 January 2019

Hello Babioras,

Thanks for getting in touch.

We have checked your account and we can confirm that your account verification was completed within 2 business days, as advertised on our site. Please keep in mind that weekends are not counted as business days. Also we are glad to confirm that all your pending withdrawals have been processed and the funds should be with you soon.

In regards to our customer service team, we can see that you have actually have been in contact over chat with the available supervisor and you have received assistance and information in regards to your verification, including additional settings in your account.

We hope that this clarifies the matter, feel free to contact us anytime, our team is available 24/7 for you.

Regards,
10bet

AskGamblers
Posted on 30 January 2019

Dear @Babioras,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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