Complaint #15 Dr.Bet Casino

Problems with Dr Bet casino

By chefinal

3 years ago

My complaint against Dr.Bet, I am asking - AskGamblers to mediate.

I have attempted to upload documents easily over 30 to 40 times. I have sent enough documented information to surface a verification. I won't be uploading anymore, no matter how they want to put it.

In terms of verification and other sites I have experienced in my years of playing casino, your system has to be the worst ever.

The other main problem here is that. I have deposited approximately 30 times in a 4 to 5-month period you took my money and processed it with no problem, yet the moment I withdraw, you ask for over-the-top KYC, plus you could have asked for this way before this point(please bare in mind as well my account has an automatic deposit limit as well). This all points to the fact you're trying to make the customer's life as hard difficult to get the money out of your casino. There is no other explanation & please do not fall back on your t & c's cause its ridiculous.

Remember, and as your support has said many times, you, as a licensed casino, also give rights to the customers as well. Please bare this in mind when replying:-

under the section "What not to do"

> - Players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time.

The above is taken from the UK gambling commission website. All I want from this solution is that my £2328 is paid to me with is rightfully won.

My username on the site is: Chefinal

Kind regards

Disputed Casino Dr.Bet Casino

Reason Verification issues

Amount £2328

Discussion

AskGamblers

• Support Team

3 years ago

Dear Dr.Bet 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.

Dr.Bet Casino Complaint Stats

Resolved 2 / 4

Avg. Amount $2,191

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Dr.Bet Casino Complaints

See all complaints for this casino

4 weeks pending withdrawals

Hi, I won £1801, which was processed in 3 withdrawals one of which was paid out. I am still waiting on 2 withdrawals £800 and £400 which have been pending for 4 weeks now. I have sent all verification documents which have gotten to the point now, I have sent 2 years of a bank account, 6 months of a business account and they still say they want more information. They are now asking for dividend certificates which we do not produce as a company. They have all bank cards, bank accounts, 2 business accounts showing all the money funding the transactions. Since nothing, no update, cannot phone anyone. Standard message of be patient. I’ve requested my money and to close the account. I am on the chat daily, nothing. I’ve raised a formal complaint nothing. I’ve asked for managers, a phone call. Nothing. They’ve basically closed all lines of communication to me.

Unresolved

£1,200

Withdrawal unreasonably delayed despite admission no verification outstanding

What I expect from the operator: payment of withdrawal as per their Ts and Cs

Why you believe your demand is justified: I have asked for reasons why this is under investigation or caught up in the system or gameplay being reviewed and there have been no reasons given. Initially, I was asked to re-send in the debit card photos front and back - I did so immediately and then it was relayed to me that this was in fact incorrect and there was no outstanding verification, validation, or anything relating to my account that was blocking any usage, play or compliance checks. I have always gambled responsibly and within my own personal earnings capacity. The withdrawal for £3,035 was on the 29th of April and since then I have asked repeatedly on LiveChat - evidenced below excerpts from Chat:

11th May 2022: Unfortunately, sometimes, it might take some time, and according to our T&C 12.10. There may be instances when a Player’s gambling patterns need to be investigated prior to authorizing a withdrawal and in such cases, delays in processing withdrawals can be expected. Hopefully, it will be done soon, Jonathan.

Jade

2022-05-11 08:35:48

As an operator, I cannot provide you with the exact timeframes but I hope your withdrawal will be checked at the earliest opportunity. Thank you for your understanding!

Jonathan <last name removed>

2022-05-11 08:36:12

OK cheers, I understand it isn't your fault personally, I am keeping a copy of this conversation too. Thanks for your help.

Resolved

£3,035

Awaiting withdrawal after 4 weeks

On 27th July 2021 I deposited £300 and placed a bet on a football match at the Olympics for the following day (28th July 2021). The bet won and on 28th July 2021 I requested to withdraw my deposit and winnings (at total of £348). I am yet to receive this withdrawal despite the site advising the process can take 3-5 days. In this time Dr.Bet have instead suspended my account and are refusing to tell me why or even advise how long this will take to process the withdrawal.
Attempts to speak with their Customer Service department have been largely pointless as the staff advise that they are not authorised to deal with these enquiries and the department that are cannot be contacted. Instead they have directed me to the Complaints department who, with the exception of an automated email confirming receipt of my complaint, do not appear to respond. The automated response advises that a complaint can take 8 weeks to consider but this would appear to be an unreasonable timeframe.
Reading online more there would appear to be suggestion that this has now become common practice for Dr Bet and there are an increasing number of people waiting for withdrawals whilst the company holds onto their customers money unfairly.

Resolved

£348