10Bet Casino - My win from Gonzo's Quest was not added to my balance

Hello AskGamblers team,

I would like to file a complaint against 10Bet.com I had an account with them for about 2.5 months. During this period, I was placing a few bets daily on major sports events. I also occasionally played slots, blackjack and placed a few accumulators.

On May 20th, my account was suddenly closed without any prior notice. I received a vague email that my account was terminated due to a violation of terms and conditions, but no specific reason was provided. At the time, my account had a balance of $380, which was confiscated.

I contacted support, but they only gave me a generic response pointing me back to the terms and conditions. I did not engage in any suspicious or abusive activity and believe this action is unjustified.

I kindly request AskGamblers to mediate this issue and help recover my funds, or at least obtain a clear explanation of the alleged violation.

Thank you in advance for your support.

I have been waiting 5 weeks now for my withdrawal of £10,500. I have uploaded soo many documents which was asked of me.
I have also done a video verification which I passed. I have emailed them over 50 times and all I get back is it is with the relevant team and I will be notified when more information. I made my withdrawal on the 16th December 2023 and still NOTHING.

Hi there after lengthy back and forwards with 10bet. I withdrew £1500. It was pending for a while. I sent away all relevant documentation. A few hours later i could not access my account. They are taking forever to reply. They are wanting a video verification call on skype which was agreed by myself i haven't heard anything back since. Seems like a company that happily take your deposits and make it impossible to return winnings!

After sending all documents requested by them and clearing the stage, they requested for a video verification to which I agreed. I confirmed the date and time to them. After that days have passed and I have sent 4 emails to no response. All I get is a computer generated reply. I dont know why are they dragging issues so much. It has been 4 weeks they have suspended my account and now the verification seems to take forever.

I was always verified for the past year as soon as I win big. They ask for my ID. I have sent at least 10 different photos of my ID. Every single time I get an excuse it’s not high enough quality. Let me tell you, I have the iPhone 12 Pro. And the quality of the ID cannot get any clearer, it’s literally impossible. I have sent customer Complaint through them and October 6th got email saying, it’s not clear. I just want my ID verified so I can get my withdrawal. Down below I uploaded screenshot of the amount of times I uploaded photo of ID. I also uploaded the most recent picture of my ID that I submitted front and back of drivers license. And finally I uploaded a screenshot when I contacted customer resolution, that’s what they replied with. Doesn’t meet quality standards. That’s I uploaded the same ID here, so you guys can see for yourselves what I uploaded to them. This is just an excuse of theirs so they don’t need to pay my $3000+ withdrawals. Lastly, I uploaded the picture of my withdrawals that have been pending 4+ days now because they won’t verify my ID. Hopefully you guys accept my complaint and tell them that the ID picture is clear and it should be acceptable and not “unclear”. Thank you for your time!

I opened a 10bet account back in 2018 and sent them my documents which they duly accepted. I then followed on to deposit a total of 5.500 GBP and won more in winnings.

Since then, it has been an ongoing hassle with the Casino to get my funds( and even deposit!) back. First they claimed that I needed to verify, which I did. Then they said after phoning them at least 20 times that they will get back to me, day after day I called, and they kept providing the same answer.

Then they turned around recently and said that I needed to provide a utility bill, which I did. Then after asking for every type of document there is, they found that insufficient and said I should send my passport along with a passport selfie which I found curious, however, I did this along with a selfie and then finally came the bombshell: They said they do not believe I am the lawful owner of the account and all communication will now cease!

So right now a) I did not get my deposit of 5500 GBP back
b) I did not get my winnings
c) They have wrongfully accused me after I did all the long verification they asked for

Technically, they can just turn around to anyone and say ' we dont believe you own this account' and keep the money? Thats just stealing if you ask me!

User name - Babioras. I opened my account on 25th of January, made deposit and win £4500. I upload all neccessary documennts for account verification but my account is still not verifayed and no one can provide a reason why - „additional check need to be done” - what check? „Just additional check need to be done on first withdraval”. When I am asking when it will be verified and why casino is missing the deadline - „please give us more time”, how long - „we cant give exact date, jus please wait a little bit longer” , when I ask to speak with someone who can provide a reason why nothing was done with my account and on which stage the verification is after 48h - „we cant see this information, relevant team need to make additional check”, when I ask to speak with the manager „there is no available manager at the moment to take your call”. To finalize - customer service cant reply on any of yours questions, cant give any exact date, they just can say „sorry, please wait longer”. That is unprpfessional, and casino shouldnt work as this, if you promise to verify the account in 48h this need to be done, if it wasnt done you need to provide a reason! I just spent 20 minutes on phone with customer servise (before I was chating with several team members) and it was just waste of time! They are saying that account verification should take up to 48h, now I am waiting longer and nothing was done! Question to ASKGAMBLERS I find this casino on your recomendations so please help now to sort this issue! As this is unrespect for player!!!!