Bet99 Casino - Bonus system error

Hi Askgamblers, On the night of August 19th, I won a sports bet combined with tennis and UFC. The initial bet for that parlay was 75$ for a total possibility of winning 16,429.56$.

All 17 picks by victory. They all won and they paid me 10,420$. I’m trying to speak with the site’s support ( online chat ) and they keep saying they will send me an email about that (I am talking to them every day ) and after almost 2 weeks I've never received any email from them. In the online chat they said they cancelled 1 of my victory and said the tennis match was cancelled. Which is not true. The match began, my player’s pick won all 3 first points and the other player decided to give the match away. My player’s won clearly the match. She did play the semi final of the tournament and then the final after. In tennis sport you can’t advance in tournament except if you win.

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Thank you, regards.

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Dear AskGamblers team,

I hope you’re doing well today!

I am a loyal member of Bet99 since 2 years. My experience was perfect until June 29th 2023 where I got 2 bonuses issues at the same day.

1st issue: I received an email from Alex (promo department) who had a special offer for me : Deposit 50$, got 25$ bonus and play with 75$. I thought that the bonus will be added automatically after my deposit so I deleted the email. If I would keep all my gambling emails, my Gmail box would be full of stockage. After my 50$ deposit, nothing was credited. It happened sometimes in the past and they credited me manually. This time, they ask me a screenshot of the email. If I don’t have, they can’t credit the bonus. I informed them that it’s not the player responsibility to keep the casinos emails and that they certainly have a sending history, or left a note into my account. I invite them to contact Alex from the promo department about this offer. They didn’t answer me.

2nd issue: I saw a TikTok social media advertisement. It’s Olivier Primeau, a popular Quebec entrepreneur. It’s the owner of Beach Club and other marks. It’s a new partner/promoter of Bet99. He’s on their partners list. He had an offer for us. For new players, deposit with code op999 and receive a 100% bonus up to 999$. For existing players, deposit with code op199 and receive a 100% bonus up to 199$. I deposited 42.60$ with the code op199. Nothing has been credited again. I contacted them and they are not aware of this partner and of this offer. I provided them the TikTok screenshot. I invited them to check on his profile. They didn’t answer again.

Some LiveChat agents are very kind, but some are not very friendly. I don’t feel important to us. Especially the agent Andrew. They also are very limited on their answers and actions. They provide us sometimes automated answers, and sometimes badly translated answers. And especially, their answers are very short and not explicit. One sentence or 2 max. On this July 1st, they didn’t answer my 2 issues. They didn’t answer to my TrustPilot review. They didn’t offer me a settlement. They are quiet.

I’ll stop depositing into this website until I have a settlement. They owe me 67.60$ of casino bonus and I’ll battle my rights to have it. Please note that I only have one account and that I didn’t breach their terms and conditions. I am their member for 2 years. I am verified and I made several deposits and withdrawals.

Thanks to help me!

It is simply impossible to verify my identity on this site. What a joke. They make it impossible for you to withdraw your OWN hard earned money, and hoping that you will just forget about it.

I've done their verification over 8 times, with multiple computers, browsers and mobile devices. Either their confirmation page does not work and says "This action is not supported for this application". OR my INCREDIBLY clear photos of drivers license and selfie is still not enough for them to verify. The photos could literally not be more clear.

After emailing the support MANY times, one person finally responds and asks me to verify my DOB and Postal Code which I did, but then no response. Or they send me to another email address, which does not work. I cannot get one person on the support team to help me verify my documents. They are deliberately going around in circles.

I created my account in March 2022 and deposited $1700 during my time using bet99. I also verified my account fairly quickly and bet99's interface shows that my KYC was accepted as such. I'm now at a balance of slightly over $3000 and bet99 is beginning to reject my bets regularly so I began the withdrawal process to move on, but I now have to re-verify? That's odd.

I submit those documents beginning on Dec 8th, but have been told several times now that I have been submitting blurry photos and that there is no ETA for the review of my documents. This, of course, is laughable - if a modern smartphone and multiple attempts to take a good photo of my driver's license aren't good enough, then do I need to hire a professional photographer?

After searching online for a solution - I discover I'm not alone. Many others have also experienced bet99 trying to delay and possibly even scam players by running them in circles, and refusing to verify them. There's a post on askgamblers from only December 9th, 2022, describing the same thing. I'm making this complaint to ask for help and to also show them I'm serious about publicly posting about their shadiness.

I would not recommend that anyone use bet99 as it is clear they are unwilling to pay out to anyone who happens to win using their website.

Dear Ask Gamblers,

I am always reluctant to write a formal complaint but I feel as if I have exhausted all other options. Bet99's customer service has failed miserably to verify my account in a timely matter.

I first signed up for Bet99 on January 31, 2022. I had no problems with account verification then and the site was great. However I stopped using the site and have only begun to use the site again over the past month or so. When returning to the site I made a total of 4 deposits totaling $365. My account is currently sitting at $2,894.04. I made the deposits thinking my account was still verified and would have no issues making any withdrawals when it came time to do so. When it came time to make a withdrawal I was surprised when I was asked to upload my 'kyc' documents again so they can verify my account. At first I had no problem doing so as I thought it would be a quick day or so for them to approve the documents. We are now going on week 3 of this process. The support@bet99 has stopped responding to my emails and the live chat is the same redundant conversation that goes no where.

I have sent in all necessary documents to them upwards of 10 times. This seems to be far too common of an issue after reading their recent online reviews. I wish I had never made the deposits as this has turned into a giant headache that I don't see an end to in the near future.

Please help

Dear Askgamblers

I am writing this complaint as I literally have no other option. Bet99 are completely failing to verify my account in any sort of reasonable timeframe.

On October 21st, I deposited $500 to their site and on November 1st, I withdrew $2,392.70. This is when the issues began. On the same day of the withdrawal, I uploaded my ID and Proof of Address documents to their site

Then on November 3rd, I was asked for selfies holding my ID, so I sent these through email.

November 6th I was asked for my DOB via email, and provided this in email response same day. November 7th I emailed them again as they ignored me. From November 7th to 14th, I went on live chat almost every day and they kept telling me to wait.

November 14th I emailed them again letting them know they weren’t verifying my account like they were supposed to , and asked them for their official complaints policy. They ignored the email. November 16th, I emailed again, and live chatted

Every day since November 16th, I have live chatted various members of their staff including Rachel and Laura. They keep saying the same thing, but there’s no movement.

It’s been 3 weeks now since I requested the withdrawal and provided my documents. There has been no update or anything, for all I know the casino is just trying to make me give up on my money. There is no communication from them via email even though [email protected] is their correct email as they asked me for my DOB through that email.

I’ve attached proof of emails to Bet99. They haven’t responded to any actual questions.