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b-Bets Casino - Delayed verification process

RESOLVED
Complaint Info
Disputed casino b-Bets Casino
Reason Verification issues
Amount € 990.95
Posted on August 1, 2020

On the 25th of July i made a 50 euro deposit with the welcome bonus. I fulfilled the wagering requirements and requested an withdraw of 990.95 euro on the same day. My documents arrived on monday and on thursday i was asked to send additional documents. I did this on tuesday evening. Till now (Friday) i didnt get an answer.They say that they need 48 hours most of the time. Live support is always answering with copy and paste answers, not very helpful. After i saw that many players made complaints about b-bets, i am really concerned. I never experienced such an long verification process before in a mga licensed casino. I hope Askgamblers can help to solve this problem, because live chat isn't able to give further information.

AskGamblers
Posted on August 6, 2020

Dear all,

This complaint has been reopened as per b-Bets 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.

Posted on August 6, 2020

Got the message that my account is verified now and that the withdraw has been processed. need to wait until money arrives.

Posted on August 6, 2020

Dear Customer,

As you have been informed already by our team, your account was KYC verified on 4 August 2020. 

The reason for the delay was undergoing a process of investigation on your IP usage since our system was giving hits with other possible accounts connections and when this happens we're normally requesting verification documents and / or information from other account holders in order to confirm and assess whether there is a real connection in question. This is a standard internal procedure and must be followed in accordance with our risk assessment policy which is as well part of our obligations towards our MGA licence.

At the moment we're happy to inform you that your withdrawal was successfully verified and processed by our finance team today, 6 August 2020. and accordingly wired to your account. 

Kind regards,

b-Bets Complaints Team

AskGamblers
Posted on August 10, 2020

Dear @BMGJannik97,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved 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 complaint 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.

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