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10Bet Casino - Withdrawal of £5,000 taking too long

RESOLVED
Complaint Info
Disputed casino 10Bet Casino
Reason Delayed payment
Amount £ 1288
Posted on October 8, 2018

I have played on this site for years and won up to £800 before and had no issues withdrawing winnings. However, on the 26th September I deposited and received a bonus and started playing on slots. I wagered the full amount required in the terms and conditions and went on to win £5000. I withdrew these funds on the 26th September and they are still pending 11 days later, I sent verification documents in a week ago and received receipt of these. Every time I have contacted them for an update and to request answers as to why it is taking so long, I get the same rhetoric 'we are working hard to process it' 'you are a priority'. I cannot see any legal reason why this is taking so long, they should not be allowed to use such practice, it is extremely unprofessional and unethical.

Posted on October 11, 2018

Hi Sarah,

Please accept our apologies for the delay of your withdrawal, we needed some additional time to go through all of your gameplay, as there was a technical issue during one of your sessions and we needed to make sure that the pay-out will be the correct one.
Your withdrawal has been processed and the funds should reach you shortly.

We wish you good luck!
Regards,
10Bet Customer Support

AskGamblers
Posted on October 11, 2018

Dear @smiller757,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if/when you get 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.

Posted on October 11, 2018

Hi

10bet claim there was a technical issue in that the game was not taking my stakes for the spins but adding all the winnings. I am gutted as I really thought I had won this fair and square, they assure me that they have studied the times when this happened and have accurately worked out that I can withdraw £1288.00 and they have processed this payment which is yet to reach my account. I have no reason to not believe them as they assure me they worked this out with the absolute accuracy and I am sure I could get evidence of this if I pursued the matter. I am actually grateful that if this is the case that they have taken the time to work out what I should have won and seem to have processed this fairly and just said we are not paying you due to a technical hitch. Thank you Ask Gamblers for your help and thank you 10 bet for processing the payment. I am happy that this matter is resolved.

AskGamblers
Posted on October 11, 2018

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

Thank you all for your cooperation.

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