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10Bet Casino - Unfair account closure, slow verification


Complaint Info

Disputed casino

10bet Casino


£ 100

Total78diva United Kingdom Message
Posted on November 27, 2016


I would like to make a complaint against 10bet casino.

I deposited £100 on 23rd of November. I won £300 and wanted to withdraw. The site would not let me withdraw my winnings, saying insufficient funds in your account.

I then checked my emails and received one from 10 bey saying I need to send in identification documents to verify my account so I can withdraw funds. Immediately I sent them. 2 days later 10 bet sent another email stating they are pleased to let me know they have verified my acount and it is ready to use.

So naturally I go to my account only to be dissapointed again as I could not log in as they closed my account.

I then call 10 bet to find out what is going on, only to be told that they are reviewing my account. I asked hoe long this takes and they just said be patient and that I will be informed soon.

It has been 4 days now and I have heard nothing. The £100 I deposited has already been taken from my bank account.
I don't understand how they can quickly take your deposit then after, close your account without warning and not pay your winnings.

I would like the £300 I won fairly. They have approved all my documents, so I don't know why my account is still closed.

Please could you help me with this matter.

Kind regards

Posted on November 27, 2016


As it was communicated to the client - the account membership that was set-up was detected as 'duplicate' to an already existing account which is under a self-exclusion agreement. The successful registration was performed through entering an incorrect date of birth. As a result of the relevant findings 10Bet was obligated as per the regulatory requirements to terminate the account membership and void all transactions. The deposit was refunded to the relevant finance source.

All above described actions were applied in accordance with the social responsibility procedures every Remote Gambling Operator must adhere to. The information was properly communicated to the customer who was explained that even if the period of the previously set self-exclusion has expired there should be no permission for accessing gambling facilities without an account re-opening statement, a phone call confirmation and a 24-hour cooling-off period.

Posted on December 1, 2016

Dear @Total78diva,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.