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10Bet Casino - Unprofessional lies regarding my payments


Complaint Info

Disputed casino

10bet Casino


£ 450

3030265185 United Kingdom Message
Posted on September 28, 2018

Hi there,
My greavance is with 10bet, I won, £300, then £150, went to withdraw it as usual, then realised its taking a while longer than usual, so checked my emails to see if there was a problem, found no emails from 10bet about this, so contacted them on the live chat, and was told that I needed to verify my account, bearing in mind that I had only just verified my account the year before, and nothing with my account had changed, and my card was not expired. So sent in all the relevant documents, still got no reply, so I chased them up again and they said they had sent me and email to say they had been received, but on checking found no email in my inbox or in the spam or trash, so that was a lie, I ask how long it would take in the verification process, I was told a maximum of 48 hours, then when I spoke to them again they said another 48 hours to check them, then they would get back to me, which again they lied about sending me an email, so I requested to speak with the customer care manager/ my personal 10bet manager Andrew, and they said he was busy, so I requested he call me later, which he did not, I requested again and the operator on he live chat, just ignored my request, so I’m very agreeved as to what the hells going on, I’ve spoke to several different members of staff, who all have either lied, or contradicted each other, I do not know when I’m getting my money, and I don’t understand why this Andrew won’t contact me when it was him that said to me the other week on the phone that if I had any problems I could speak with him straight away and he would sort?! I’ve been with 10bet for years now, and spent a fortune with them, and I got this manager Andrew offering special deals as I’m such an apprent good customer who spends a lot, only to be treated so badly. I have kept some transcripts of these conversations with the members of staff on the live chat.

Posted on September 30, 2018

Hi 3030265185,

We are sorry to hear that you had negative experience when facing the verification, and with the provided support. All the relevant feedback that we receive regarding the matter is being gathered, and is put in use to further improve our service.

We can see that the mentioned e-mails were indeed forwarded from our end, towards the Gmail account which you have registered in your account with us. If they are unavailable at your end, we believe that a techni­cal­/co­nne­ctivity issue may have caused this.

Here at 10Bet we follow strictly our obligations and standards in order to ensure safe gaming environment for all our customers and to apply our commitment to responsible gaming, thus sometimes the verification process might take longer than expected.
Please accept our apologies for the delay and any inconvenience caused.

We can confirm that the documentation which you have forwarded was accepted, and your withdrawals were paid from us on the 27th of September. As we can see the images were uploaded on the 26th and were reviewed on the 27th, as our standard time-frame is 48 working hours. Usually, after we payout card withdrawals, they are received from our clients end in another 48 hours. The reason is behind the time, which the banks need to complete the transfer of the funds from our side to yours.

Regarding Andrew, we would like to clarify that he was unavailable for the past several days. Thus he was unable to answer your query, as he promised. Nevertheless, you should be able to reach him tomorrow as he will be in the office during the day.

We are grateful for your cooperation and understanding.

Posted on October 1, 2018

Dear @3030265185,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that 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.

3030265185 United Kingdom Message
Posted on October 2, 2018

Hi there,

Big thanks to askgambler, I would like to mention that my complaint with 10bet has now been settled. 

Posted on October 2, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.