Complaint #6 18Bet Casino

Stalling my withdrawal

By mart909090

10 years ago

Message on forum

ello.
Since this is going in together with my complaint to AskGambler, i have masked sensitive information with "***", 18bet.com has the unmasked version.
My account is fully verified, and my card is secured for financial transactions, and therefore also for withdrawals.

18bet.com is stalling my payment without giving me any reason for it, considering the money has been transferred to them already.
They also told my withdrawal was going to be processed today, which it wasnt.

My username is ********, my name is ****** *********.
I have everything documented, and every gaming session recorded.
I have played entirely without any bonuses, and I have only played with my own deposited money.

This is the withdrawal that i am currently being delayed on by 18bet.com:

****** 05/07/2016 ******** withdrawal Wirecard Pending

Please refer to my latest email, here is some additional information:

I have now been in contact once again with MasterCard and Swedbank, and they have for another time confirmed that the transactions have been sent fully from my part. I have also been given transaction ID's that can be tracked down in the terminal that 18bet.com is using. Right now the reason that payment "hasnt completed yet" is because 18bet.com is either choosing not to book/enter my payments, or that they have a payment terminal that is offline and needs to go offline.

As soon as 18bet.com gets their payment terminal online, or book/enter my payments, the payment will be completed. My deposit with credit card has already arrived, and what is going on now is 18bet.com has not booked/entered my last 2 payments yet, even though they are fully transferred from my MasterCard, and my Swedbank bank account.

Here is the transaction reference ID:s that will be shown in the payment terminal for these 2 transfers:

****** = ref id for
****** 05/07/2016 ******** Deposit Credit Card SUCCES

****** = ref id for
****** 05/06/2016 ****** Deposit Credit Card SUCCESS

The reference ID's has been given by Swedbank and MasterCard. They will be shown on the transaction themselves.
These transactions are fully transferred from my part, including both Swedbank which is my bank, and MasterCard, the card used for the deposit, same card that i also deposited, and withdrawd money to earlier at 18bet.
As soon as 18bet.com books/enters the transactions, it will be removed from reserved amount, the money is already with 18bet.com.

-

Here is my bank statement, attached in file: (*************.png)
showing previous transactions to 18bet.com, and the 2 shown as "reserved amounts", due to the fact that 18bet hasnt done one of the following:
a) They havent turned their payment terminal online.
b) They for some reason havent booked/posted these 2 payments yet, even though they are 100% complete from my end, from MasterCards end, and from Swedbanks end.

-

Below is the previous message from 18bet, telling me that my withdrawal was supposed to be processed today, but yet again, being delayed for another day without any reason:

12:38 *******.: ****** as I said your withdrawal will be available on 11th of May. This is the recent information we have from the Financial department.

The message above confirms that my withdrawal indeed should be available today, it's 2016-05-11, the 11th of May, but I am still being delayed by 18bet.com.

Below is the previous message from 18bet, telling me that my MasterCard is now secured for financial transactions, and that my account is verified:

"Please note that your Credit/Debit card with ending **** is now secured for financial transactions and you are welcome to issue a Withdrawal to it."
date: 4th may 2016 10:16
Subject: [#*******-*****]: Account security

-

I have also sent in all needed documents to 18bet, containing the following documents, together with the document name when it was sent:

****

Below is the previous message from 18bet, telling me that my account is verified together with all my documents:

"Dear *******,

We are reaching you to inform you that your account security has been achieved and thank you for choosing us as your betting home.

Currently your withdrawal request is being revised by our Financial Department and once there is an update you will be reached via e-mail.

Please note that withdrawals are handled within 48 hours."
date: 2 maj 2016 17:37
Subject: [#*******-*****]:

-

Therefore, i am now strongly suggesting that 18bet.com goes further with proceeding with my withdrawals, that i was told that I was going to get processed to me today, 2016-05-11.
I will await for 18bet.com to proceed with it in the upcoming 20 hours, and then I will see in what way i am going to proceed with this case.

Kind regards, ******

Disputed Casino 18Bet Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

9 years ago

Unfortunately, both sides involved in this dispute did not manage to reach a satisfactory resolution. As a matter of fact, AskGamblers Complaints Team have been in a direct communication with the 18Bet Casino management over the last month trying to find a solution. We are afraid we did not manage to achieve such and therefore, we recommend a player to forward this issue in front of the licencing authority directly. AskGamblers Complaints Team will comply with the decision taken from licence authority. Until then this complaint is closed and considered as Unresolved.

mart909090

• Sweden

10 years ago

AskGamblers has recieved verified documents from me confirming there was no problems with the transactions from my end, or my banks end.

18bet.com has to my understanding asked for more time in this case, but since everything is provided now from my part, I really believe this case needs to be solved.

Therefore, I am once again asking 18bet.com to kindly proceed with paying out the 10.922 SEK to me, that you wrongfully confiscated from me, and/or come up with any suggestions for settlement.

I just want this thing to get solved and for 18bet.com to atleast end this case by coming up with some kind of agreement. All the documents has been provided from my part, there is no legitimate reason for 18bet.com to confiscate my winnings, and if 18bet.com doesn't want to pay out the winnings in full, atleast come with some kind of settlement so this can be solved.

mart909090

• Sweden

10 years ago

This is my most previous e-mail to AskGamblers about this case:

Hello.

In attached file Kontohistorik.pdf is bank statement for May.
It shows some transactions from and to 18bet.com.

What it isn't showing is these 2 deposit that this whole case is about, because 18bet.com has intentionally avoided to book these payments.
Attached in file "1647_***.pdf" with password **** to open the document, is official statement from my bank, both signed and stamped,confirming what I said so many times already:

The only thing thats waiting on the payments is for 18bet.com to book them.

I quote, from the bank, from the official documents included here:

""Hi Martin. Thank you for the call. In our call you requested specific information regarding the reserved amount that was charged on your account. As we stated in a previous document, we were able to see that the transactions was reserved by a company called 18bet.

When a transactions is incomplete, meaning that the amount that was charged becomes reserved on an account, it's always up to the company/store itself to complete the transaction by approving the transaction.

In our system, we can see that the transaction you made was not complete, that's why they become reserved amount. The information you're about to get is hopefully enough to prove that you have made a payment with your card at this moment.

Svarskod: Transaktionen Godk means in our system that the transaction was succesful in order to be reserved on your account. ""

This means that the 2 deposits i've made, was succesful from both mine, mastercard, and my bank Swedbanks part. The only thing that is waiting for the payments is for 18bet.com too book them, which they ignored to do even after they were sent all the needed information to track down the payments. They are doing so so that they can refund the deposits, and claim something was wrong with them, instead of having to pay out a sum that is about x5 as big as the deposits.

Meaning the confiscated my winnings, with the reason "the deposits never reached out", when they intentionally avoided to book the payments. The documents are signed and stamped by my bank, and if AskGamblers can't help me in this case, I will have to escalate the issue somewhere else.

Based on all these facts, there is no doubt that I should be entitled to my winnings.

Kind regards, M*****

mart909090

• Sweden

10 years ago

I have provided all the payment information for these 2 transactions.
18bet.com should use the ARN (Archive Reference Number) and other information they have been given to track down, and book the payments.

18Bet Casino Complaint Stats

Resolved 7 / 12

Avg. Amount $2,595

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

18Bet Casino Complaints

See all complaints for this casino

Waiting for my withdrawal 3600euro since June 1st

Hello,

I have made a withdrawal on 6/1-2024

It was 12 days ago and it is still pending.

I have written to support and they tell me that they are working on it but nothing is happening.

I have made a withdrawal for 3600 euros.

I really dont know what to do now.

I have not been using any bonuses or something like that.

Unresolved

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Pending withdrawal for 6 days already

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I contacted both live chat and via email several times for an explanation. All they Are saying is that they work as fast as they can and that right now due to many players have won they Are expecting it to take longer.

I have been playing for over a year. And I am verified since last year of this casino. And I have been successful with my last withdrawal (last december) of 4000 eur

But this one takes to long, and I haven't gotten any information about this on my phone nor email.

Hope that this issue will solve and I will have my withdrawls. I have screenshots and transcripts

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Upon checking, our relevant department is tracking the funds and once they are, we will let you know.

Currently, we are experiencing a technical issue which is affecting the transactions. This is a known issue and is being worked on as we speak. It will be resolved as quickly as possible.

They just copy paste.

Theses same answers I think it is scam

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18bet Casino - Has not allowed to withdraw money over 20 days

From October 26th 2022, I can't wait to receive my payout from this company. I keep hearing excuses and forever can't pay me my money. 20 days have passed since they tried to withdraw the money and they still haven't paid it. As you can see, the payment of as much as 1,300 euros exceeds the possibilities of this company.

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Slow on paying withdrawal

Hello I recently hit a win of 27.000 euros on 18bet.com.

They have asked for a lot of documents which I have provided, address and national id was accepted. Bank statement document initially was not accepted but now it has been. I Also sent them a picture of me Holding my id card upon request.

Made a withdrawal of 1000 euros which have not been sent in 5 days. I've read some of complaints which worries me but still want to think they are legit until proven otherwise since they have MGA license. Did not use any bonus when depositing and it's my first time playing on a casino without swedish license so I am a bit worried since I've only played on 3 casinos before and all had licenses in my country.

Would be great to receive a response. I aim to be a frequent user if everything goes well since they have a lot of good games.

Thank you

Rejected

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Withdrawal issue of 3700 EUR and support without explanations

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4 days later the exact same thing happened. So I requested a new one again and nothing has happened. That's where we are now. The problem is that the support don't give me any explanations about why it fails and they just tell me to wait and wait and wait..

I just want to have my money.

Resolved

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Account closed and no explanation so far why €4,900 balance is still not paid

02 December 2019 when i tried to log into my 18bet account that has around 4800-4900 euro balance but i couldn't and saw message that the account is closed. And to this day I still can’t log into my account. As i was not asking for account closure i assume it was closed by casino management. Last time i successfully signed into my account was 15 October 2019. There was no correspondence about account closure on my e-mail, and no funds were paid to my neteller account or my card. But casino stopped sending promo e-mails from 2 november, so thats probably a time of account closure. I sent e-mail to support and received no answer by this time. Chat support tells nothing.

Account opened on 18.06.2018, account was verified long ago, i played mostly on casino section. Balance was there because when i previously tried to withdraw 15 october and 24 july casino asked for fresh utility bill and i had none available at that moment. Last deposit to 18bet was made 05 april 2019 and last time i received a withdrawal from them was 21 july 2019 for 4000 euro (to my neteller account), around 4800-4900 left on account.

As casino support is unresponsive and i can not get explanations why the account was closed i need help from third parties in resolving this. I'd like to reinstall account and get my funds paid.

Chat transcripts Chat started on 05 Dec 2019, 10:20 PM (GMT+0)

(10:20:20) *** Artem joined the chat ***

(10:20:20) Artem: Why i see message account closed?

(10:21:22) Customer Service: We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly.

(10:22:23) *** Stan D. joined the chat ***

(10:22:26) Stan D.: Hello.

(10:22:33) Stan D.: May I have your username so I could better assist?

(10:23:08) Artem: *******

(10:23:20) Stan D.: Thank you, allow me a moment to check, please.

(10:25:58) Stan D.: Yes, I can see that you have sent an email regarding this matter. Please kindly await for a reply from our side.

(10:26:03) Stan D.: You will be contacted as soon as possible.

(10:28:52) Artem: Then tell me my account balance please

(10:29:19) Artem: it was around 5000 i need the exact amount

(10:30:46) Stan D.: Yes, correct, however, as I mentioned, you will be contacted with the full details regarding this matter as soon as possible.

(10:30:55) Stan D.: This is all I can share as information at the moment.

(10:31:48) Artem: Correct but i can not write everywhere "around 5000"

(10:32:06) Artem: it was 4850-4860 i just need the exact number

(10:33:12) Stan D.: As I mentioned, you will be provided with all the details in a reply to the email you have sent. This is all the information I have at the moment.

(10:38:52) Stan D.: Since there has been no reply from you for over 5 minutes, this chat session is to be considered finished and will be closed. Thank you for contacting our live support. Should you require further assistance, please feel free to contact us again anytime.

(10:38:54) *** Stan D. left the chat ***

(10:39:49) *** Artem left the chat ***

Resolved

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Today at noon I got a statement from the support my case would be processed today, in the evening it was then said they wanted to pay off but they have problems with their payment service! have a photo attached!

It's my first payout in this casino and I have to mention I played at the casino with no bonus!

please help me to get my money I would like to go on vacation soon

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Delayed payment & Closed Account

Hi!

I deposited to 18Bet casino 12.04.2019 and played slots. I won 7046$ and requested a withdraw. Processing took awhile but they finally responded and requested some documents to verify my account. I sended the documents and waited almost a month for the winnings. After 3 weeks i went an reached them again and asked why I haven't gotten the winnings they responded and asked more documents, where i need to take selfies with my ID. I was sure i am getting played but still i sended the selfies and after that i waited even more. Now when i try to reach them they dont respond and i tried to log in the 18Bet website it says my account is closed. So now its clear that they are not willing to give my winnings and I dont know what to do. Can you help me please!

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Withdraw was pending-status 5 days, and now I got e-mail that my account has been closed and remaining funds have been forfeited. The message I got was this:

"Dear xxxx,

We are reaching you to inform you that our Anti-Fraud Department detected that your IP address is already in use by another account.

You may refer to the "Player Registration & Deregistration Process" section in our Terms & Conditions:

"3.8 The player’s account must be registered in his/her own, personal and correct, name and personal details. The individual has to ensure that all data given at registration stage is true, complete and free from error. This therefore also means that the player has to register personally. Furthermore, a player can only have one account. Any other accounts which a player opens with Shark77 Limited, or which are beneficially owned by the player shall be considered as duplicate accounts. We shall close any duplicate account/s consequent to the identification of the main account. If we close a duplicate account, deposits will be refunded, and all bonuses, free bets and winnings acquired from such promotions using that duplicate account will be void and forfeited.If the amount in the duplicate account does not cover the amount to be refunded to us, we shall seek to recover the loss incurred directly from any other of your accounts."

Here is a link for reference: https://www.18bet.com/en/pages/terms-and-conditions/

In accordance to our policy your account has been closed and all remaining balance has been forfeited.

Yours,
18bet Team"

I have usually used my own home internet or mobile internet when I have playing in 18bet. Sometimes it is possible that I have been logged to my account when using workplace internet. I am sure that no other player have used my home or mobile ip and if have been logged workplace internet I don't know if someone else would have opened account in there.

However I have just one account and I don't know any other account opened with same main IP I use. My document verification was very slow process in 18bet and I have sent many documents, but got finally my documents approved. Then I have got withdrawals few times after slow prosess. Now I have made 200e deposit, got fair winnings without bonus and made withdraw and they just decide to take them.

I am sure I haven't used any dublicate accounts or broken rules ( I haven't any desire to break rules), so I want get my winnings I have deserved. After that it is up to 18bet if they want keep my account open.

Resolved