Ag Awards

10Bet Casino - Will I ever get my money?

Complaint Info
Disputed casino 10Bet Casino
Reason Delayed payment
Posted on June 9, 2014

Deposited, played and won. Requested my funds, and elected for a cheque, as the other payout methods all have associated charges.

Promised to be paid "within 30 days" and it's now 45 days.

I was told a cheque was sent on 12/05 - a lie.
I was told (after a complaint) that I would receive funds on Tuesday on to my payment card. That was also a lie.
I was told yesterday that I am now to be issued a cheque "shortly".

This is truly a shocking experience. No one at 10 bet seems to know what they are doing. They love to take your money, but not to pay out.

Posted on May 23, 2014

Could you provider your username please?

Posted on May 23, 2014

Hi Rihard,

I am told by our payments team that your check was sent last week, since this is being received by post it is not up to us when you will receive it. I am also told that they offered you an e-wallet withdrawal without any fees instead of sending you a check, which is the slowest payment option available but you chose a check.

All the best, Michelle

Posted on May 27, 2014

Hi. Unfortunately I was told many different stories, including that a cheque was sent "sometime" and then on Monday 12th. I was told I was going to paid back on to my payment card, which never happened. I was never offered a "no fee" e-wallet ... it may not cost me for you to transfer funds to an e-wallet, but it does cost me when I want to take that money out, which doesn't make it no fee.

I have now been told that a cheque was sent last week, but no on what date. Assuming it was sent on Friday, that will be 45 days after I requested it. Your terms specify that you will send a cheque "within" 30-days.

Let's hope that I see my cheque today when the post arrives!

Posted on May 29, 2014

Dear @RSP,
Did you get your cheque, can we close this complaint?

Posted on May 30, 2014

Hello Rihard,

you have been offered a wallet withdrawal twice and we have no fees on such for a long time now. You can check on the site. We don't know when your check will arrive but it has been sent by us. Please use alternative payment methods in the future and please do let me know when you get the check.

All the best, Michelle

Posted on May 30, 2014

Hi - no cheque received yet. I have been told to wait another week to see if it arrives. If it doesn't then 10Bet will apparently discuss with the courier ....... oh wait ....... when I asked the who the courier was, I was told it was in the normal mail and so no way to track it at all - just another example of misleading information.

Just to correct 10Bet's last statement with regard to e-wallets. 10Bet offered Skrill up as an option and told me there was a fee to use it (albeit only €1) and when I checked Skrill there was a fee to transfer money out too. That was the one and only time an e-wallet was ever discussed, and so 10Bet haven't offered me the option twice, and there are charges - I have the email correspondence to prove that too.

Posted on May 30, 2014

Take a look at this page, which details Skrill's fees;


Posted on June 1, 2014

Hi Rihard,

Our company’s policy excludes imposition of withdrawal fees whatsoever in cases when customers are exclusively offered faster pay-out options and agree to use these. Moreover, our regular withdrawal fees have already been entirely dropped for the time being. Unfortunately, it seems some circumstances in the communication you've had with our company has led to you not being familiar with the information stated above. However, as I understand it, you prefer check pay-out since wallet withdrawals incur payment provider charges as well, which is understandable, but beyond our jurisdiction. Your check has already been sent and I’ll be glad if you can confirm once received by post. Last but not least, I hope you appreciate the variety of much faster & easier alternative pay-out options we offer. Nevertheless, please accept our apologies for any delay that might have been caused by insufficiently clear communication flow.

Regards, Michelle

Posted on June 3, 2014

So. A whole week has gone past and I still do not have my cheque. I've had lots of excuses, lots of misinformation and lots of "explanations" but no payout. I'd be delighted to inform you once the cheque turns up, but on my experience so far, I'm not convinced that it ever will.

Surely it would be easier for you to resolve this issue by simply crediting my payment card.

Posted on June 5, 2014

Dear @RSP,
Any news, did you get your funds?

Posted on June 6, 2014

Nothing yet. 10bet have now said they will transfer funds in to my bank account - that was yesterday. Having checked this morning, the funds have not arrived.

Posted on June 6, 2014

Hi Rihard,

bank transfer takes more than 1 business day

Posted on June 6, 2014

Dear Rihard,

actually we have not confirmed that we sent the bank trasnfer. Here is your correspondance with support:
Customer: It's now Thursday and still no cheque. This is totally unacceptable. Seriously, have you actually sent it? Why can't you credit the funds on to my payment card to conclude this matter once and for all?

10BET: Dear Richard, Please note that if the cheque has not arrived yet we can send the money to your bank account without any fees. Please provide a bank account to which we can transfer the sum. Kind regards, Mark K., 10Bet Customer Service Team
10BET: Dear Richard, Thank you for sending your full information. Your withdrawal request has been forwarded to our Accounts department. We highly appreciate your cooperation. Kind regards, Mark K., 10Bet Customer Service Team

I have followed up with Payments team and your bank transfer will be sent to the bank only today, so you can check for it next week.

Kind Regards,

Posted on June 7, 2014

Fingers crossed I will finally have my money after waiting 2 months! I will check on Monday and confirm IF the money has actually arrived.

Posted on June 9, 2014

Well ... surprise, surprise. I have actually received my money today! Without a doubt, the worst and most protracted experience. I will NEVER play with 10Bet EVER again. Yes I have my money, but not after 20+ emails and lots of false promises.

Do not play with 10Bet ... AVOID, AVOID, AVOID. Use a reputable and well known brand instead.

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