Complaint #64 18Bet Casino

Slow on paying withdrawal

By Titanholo

3 years ago

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

Disputed Casino 18Bet Casino

Reason Delayed payment

Amount €27000

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Titanholo,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have received 2 mentioned withdrawals, and cancelled your remaining payments and played off rest of your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

18Bet Casino

• Representative

2 years ago

Dear AskGamblers,

We have reviewed the case:

As the player had stated there was a successful withdrawal of 5000 EUR (that indeed is the maximum amount that could the withdrawn in a week as per the Casino’s Terms and Condition).

In addition, there was a second withdrawal of 5000 EUR. For both withdrawals there were delays, which was due to issues with the payment provider – something we have no control on. However, due this course of time, the player has been informed regarding the issues with the payment provider.

After the second withdrawal, there were no additional withdrawal requests or other communication from the player. He played out the rest of the initial winnings.

Regards,
18Bet Support Team

AskGamblers

• Support Team

2 years ago

Dear all,

This complaint has been reopened as per 18Bet Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

3 years ago

Dear 18Bet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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

€3,600

Pending withdrawal for 6 days already

Had a good session at 18bet and won a good amount of around 15000 eur, and wanted to make an withdrawl. As I saw the maximum was 5k per week. So I made a withdrawal of 5k with skrill. The same as I deposited with. This was 2/12-23, and now 6 days later my withdrawal is still pending.

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

Unresolved

€5,000

Deposit issue not credited

I made deposit on 25.02.2023 of 100e with fast deposit with zimpler and the amount never came to my account and I didn't even get to log in they say that the investigate it but nothing has done on one week and today when i say is contact to mga and zimpler they say to have technical issues.

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

Resolved

€100

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.

Resolved

€1,300

Withdrawal issue of 3700 EUR and support without explanations

The 3rd October I made a withdrawal attempt of 3700 euro, got help from live chat that said it would be processed within 48 hours, so I waited. Then 4 days later the withdrawal failed without any explanation, so I asked them why and the answer was that it was just a technical issue and they asked me to request a new withdrawal right away that would be prioritized cause of the wait. So the 7th of October I requested a new one as they asked me.

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

€3,700

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

Withdrawal of €6,500 Pending Over 5 Days

Hello I wait since Sunday for my payout of 6500 €!

I have already sent as requested a copy of my ID card, an address confirmation or proof, a screenshot of my Trustly payments and a selfie of mine with my ID card next to my face! Since then, I'm only holding out I should wait and often ignore me completely! they advertise with payout times of 24-48 hours!

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

Unresolved

€9,000

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!

Resolved

18bet closed account and forfeited money with fake reason

I made 200e deposit to 18bet last Friday (3.5). I first got bonus after deposit, but I forfeited it before started playing, so I had 200e real money and no bonus on my account. Then I played blackjack and got 750e winnings and decided to withdraw them.

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

Closed my account, won't paying my €3,900 withdrawal

I have decided to withdrawal all my balance - 3900€, because they started to reject almost all my bets.

First I was asked for:

1. A photograph of the front and back of my ID

2. I do not have utility bill with my name as I am living in house that belongs to my parents so they are paying utility bills, but I am sending you scan of car registration document from December as it is most recent document I could find with my name on it.

3. A screenshot of your Neteller account, with the page URL and your personal details (name, address, phone, etc.) clearly visible

4. A valid phone number you can be reached at:

Which I have provided. Then they asked for:

1. A screenshot of your Neteller account, with the page URL and your personal details (name, address, phone, etc.) with the drop down menu clearly visible (head icon)

And after that they asked for:

1. A self-certified photo of you (selfie), holding your ID document.

I have also provided them with selfie.

Next day I got this email:

Dear Lubomir,

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

In accordance to our policy your account has been closed and the total of your deposits, minus fees for administrative costs, have been returned to your Neteller account.

I have never had or used any other account with 18bet.com .

For me it seems like they are trying to avoid paying my winnings.

I am using DSL internet connection with dynamic IP (which means that everytime I connect to internet my ISP will assign me one IP from pool of IPs he has), so I am not sure if this could be problem. Therefore IP can not be even used as proof that I have used or made any other. account at 18bet.com . They did not provided me with any proof, but they only claimed that I my IP address is already used by another account, but I have never ever made any other account at 18bet.com ... so it seems like they are trying to avoid pay me winnings.

Rejected

€3,900