Complaint #16
Thebes Casino
Stalling payment from bonus money for 3 weeks
8 years ago
This Thebescasino complaint refers to identification problems, communication problems and multiple declined withdrawals. Please do not play there.
At first I must say that I have some experience with online-casinos, so I am quite familiar with all the processes etc… This casino still driving me mad though. The following problems occurred during the last 3 weeks.
1) I won a about 300$ with free bonus money (100$ max. cashout from bonus money). I met all the bonus requirements. So I was eligible for a regular payout.
2) For the required identification I uploaded all the documents on the website thebescasino.com. According to their T&C they need up to 72 hours to check them. So I was waiting for 5 days and nothing happened. I tried to contact the live-Support about 10 times, when they finally answered. They told me it would take 72 hours to check the documents – and I said that I sent them 5 days ago. The live-chat didn’t really care… Again nothing happened. Now I decided to send the documents directly to accounting@thebescasino. Got a confirmation for submitting my details. Then finally (overall 10 days) I was told that my verification is complete (after contacting the live-chat multiple times again and asking).
3) Now that my verification was complete I assumed that I could easily take my payout - which was not the case. When I clicked on the withdrawal button the message occurred: “connection failed, please contact live support”. First I supposed that this error was caused by my browser or connection. Afterwards I figured out that it was not my fault – but thebescasino blocked the payout function.
Again I was contacting the live-support but they didn’t answer for days. At this point I was really hopeless. Eventually they answered and finally react to my problem. The guy asked me how I wanted to withdraw, I said neteller. Finally the payout function was working.
4) To make a withdraw from free bonus money it is required to have an approved deposit during the last 5 days (min 25$). So I deposited 25$ Dollars on 17th of july. I sent my payout request on 20th of july via neteller. I clicked on the withdrawal button and entered my neteller details (Email and ID of neteller-account).
It takes up to 3 days to check my request they said. In fact they needed 4 days to set my payout on “cancelled”. No explanation here, nothing. And once again I tried to contact via live-chat and email because they didn’t tell me the reason for declining.
When I asked via email, they said that I still had to tell them my neteller details for the payout… THIS IS COMPLETE NONSENSE. I can not even request a payout without stating my neteller details. So they must have received the details. And that is what I answered them. Apparently they wanted to have a separate email with my neteller details. But why ? It should be enough to have my withdrawal request including the details, otherwise I do not understand what the payout function on their website is good for.
5) So to make my withdrawal I will have to deposit another 25$ because today is 29th of july and I need to have a deposit in the last 5 days to make the withdrawal. In other words: They want me to make another deposit because they declined my payout for no reason. I am not willing to make another deposit at thebescasino, probably I will never see my money.
So please do not play in this casino. Nothing, really nothing works as it’s supposed to. But the worst thing in this chaos is the email support. I wrote so many emails to them and all the time they just answer with standard phrases like “Please keep in mind that you need to submit the withdrawal request in your account and we will review it”. This their response to my neteller problem.
So you describe your problem in a really detailed way and all they do is giving standard answers which do not refer to the problem at all. It’s like talking to a wall. I did all things right and quickly as I am familiar with the Terms and Conditions.
I am really desperate right now. After 3 weeks I still don’t have my winning from the bonus. Horrific .
At first I must say that I have some experience with online-casinos, so I am quite familiar with all the processes etc… This casino still driving me mad though. The following problems occurred during the last 3 weeks.
1) I won a about 300$ with free bonus money (100$ max. cashout from bonus money). I met all the bonus requirements. So I was eligible for a regular payout.
2) For the required identification I uploaded all the documents on the website thebescasino.com. According to their T&C they need up to 72 hours to check them. So I was waiting for 5 days and nothing happened. I tried to contact the live-Support about 10 times, when they finally answered. They told me it would take 72 hours to check the documents – and I said that I sent them 5 days ago. The live-chat didn’t really care… Again nothing happened. Now I decided to send the documents directly to accounting@thebescasino. Got a confirmation for submitting my details. Then finally (overall 10 days) I was told that my verification is complete (after contacting the live-chat multiple times again and asking).
3) Now that my verification was complete I assumed that I could easily take my payout - which was not the case. When I clicked on the withdrawal button the message occurred: “connection failed, please contact live support”. First I supposed that this error was caused by my browser or connection. Afterwards I figured out that it was not my fault – but thebescasino blocked the payout function.
Again I was contacting the live-support but they didn’t answer for days. At this point I was really hopeless. Eventually they answered and finally react to my problem. The guy asked me how I wanted to withdraw, I said neteller. Finally the payout function was working.
4) To make a withdraw from free bonus money it is required to have an approved deposit during the last 5 days (min 25$). So I deposited 25$ Dollars on 17th of july. I sent my payout request on 20th of july via neteller. I clicked on the withdrawal button and entered my neteller details (Email and ID of neteller-account).
It takes up to 3 days to check my request they said. In fact they needed 4 days to set my payout on “cancelled”. No explanation here, nothing. And once again I tried to contact via live-chat and email because they didn’t tell me the reason for declining.
When I asked via email, they said that I still had to tell them my neteller details for the payout… THIS IS COMPLETE NONSENSE. I can not even request a payout without stating my neteller details. So they must have received the details. And that is what I answered them. Apparently they wanted to have a separate email with my neteller details. But why ? It should be enough to have my withdrawal request including the details, otherwise I do not understand what the payout function on their website is good for.
5) So to make my withdrawal I will have to deposit another 25$ because today is 29th of july and I need to have a deposit in the last 5 days to make the withdrawal. In other words: They want me to make another deposit because they declined my payout for no reason. I am not willing to make another deposit at thebescasino, probably I will never see my money.
So please do not play in this casino. Nothing, really nothing works as it’s supposed to. But the worst thing in this chaos is the email support. I wrote so many emails to them and all the time they just answer with standard phrases like “Please keep in mind that you need to submit the withdrawal request in your account and we will review it”. This their response to my neteller problem.
So you describe your problem in a really detailed way and all they do is giving standard answers which do not refer to the problem at all. It’s like talking to a wall. I did all things right and quickly as I am familiar with the Terms and Conditions.
I am really desperate right now. After 3 weeks I still don’t have my winning from the bonus. Horrific .
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