Dr.Bet Casino

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.

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

<full name removed>

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.