18bet Casino - La retirada del jugador se ha retrasado.

Hi, have an account with 18bet. Verified since before, and made withdrawals before. Have now been waiting for withdrawals for 16 days, they get "failed" every time and they don't respond to emails either. Each time they reply to the chat that they should send a reminder to the department concerned. I get into my account, and can make new withdrawals as soon as they cancel my withdrawal due to "technical problems", but I don't get any withdrawals. They act just like any other casino they run under the same license as.

Hej, har ett konto hos 18bet. Verfierat sedan innan, och gjort uttag innan. Har nu väntat på uttag i 16 dagar, de blir "failed" varje gång och de svarar heller inte på mail. De svarar varje gång på chatten att de ska lägga en påminnelse till berörd avdelning. Jag kommer in på mitt konto, och kan göra nya uttag så fort de cancellerar mitt uttag pga "tekniska problem" men jag får inte ut några uttag. De beter sig precis som ett annan casino som de går under samma licens som.

Dear Hejsan92,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, I have chosen bank transfer via zimpler. Last time I got a withdrawal in 2 days. Now they don't respond to emails either.

Hej, jag har valt banköverföring via zimpler . Sist fick jag uttag på 2 dagar. Nu svarar de heller inte på email.

My withdrawal has "failed" 3 times, which means that I need to make a new one each time. And they blame "technical" problems.

Mitt uttag har blicit "failed" 3 ggr, det innebär att jag behöver göra ett nytt varje gång. Och de skyller på "tekniska" problem.

Now my withdrawal was "failed" for the fourth time. And it always happens after 4 days. They still don't respond to emails.

Nu blev mitt uttag "failed" för fjärde gången. Och det sker alltid efter 4 dagar. De svarar fortfarande inte på email.

Thank you very much, Hejsan92, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Hejsan92,

This is Tomas and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 18bet Casino's representatives to join the conversation and participate in the resolution of this complaint.

Dear 18bet Casino, could you please provide some information regarding the player's denied withdrawal requests?

Thank you.

Best regards,

Tomas

Still no replies to emails. It's been 10 days now without them replying to emails. In the chat, they refer questions regarding withdrawals to email. No one answers e-mails in 10 days, even though they are supposed to have a 24-hour service policy. Still haven't received any withdrawals, they are my 5th withdrawal that I have to redo as they become "failed". No response to anything from the casino. 19 days since the first attempt. I feel extremely cheated as I deposited large sums without any problems at the casino. But when it comes to withdrawals, I don't get any money out or answers to emails. Already verified account since before.

Fortfarande inga svar på mail. Gått 10 dagar nu utan att de svarar på mail. I chatten hänvisar de frågor angående uttag till mail. På mail svarar ingne på 10 dagar trots att de skall ha 24 timmar service policy. Fortfarande inte fått nått uttag, de är mitt 5te uttag jag får göra om då de blir "failed". Ingen respons på någonting ifrån casinot. 19 dagar sedan första försöket. Känner mig extremt lurad då ja satt in stora summor helt utan problem på casinot. Men när det gäller uttag får jag inte ut några pengar eller svar på mail. Redan verifierat konto sedan innan.

Dear Tomas and Hejhejhej92,

Please note that the case is being investigated.

Kind Regards,

18Bet Casino Team

Hi, can you tell me what is being investigated as you have not responded to a single email in 20 days even though the chat has no responses and refers to email. I have done everything right. It's a verified account and not my first withdrawal either, I've taken prints of all the chats and email conversations I've had with you, where you repeatedly say you have technical problems, but after I requested my second withdrawal you haven't responded. What is different now? And why is it not possible to get an explanation by email from you? You act as if I did something wrong, and that you are investigating. But that is not the case as I have saved all chats and emails. I would like an explanation as to why you are not responding and what is causing all these failed withdrawals as I have contacted zimpler who see that I have many failed withdrawals but cannot see why. This means that this happens with you. As a customer, I deserve an explanation.

Hej, kan du berätta för mig vad som utreds då ni inte svarat på ett ända mail på 20 dagar trots att chatten inte har några svar och hänvisar till mail. Jag har gjort allting rätt. Det är verifierat konto och heller inte mitt första uttag, jag har tagit prints på alla chattar och mailkonversationer jag haft med er, där ni gång på gång säger att ni har tekniska problem, men efter jag begärde mitt andra uttag har ni inte svarat. Vad är det som skiljer sig nu? Och varför går det inte att få en förklaring på mail ifrån er? Ni beter er som om jag gjort något fel, och att ni utreder. Men så är inte fallet då jag sparat alla chattar och mail. Jag vill gärna ha en förklaring på varför ni inte svarar och vad som orsakar alla dessa misslyckade uttag då jag kontaktat zimpler som ser att jag har många misslyckade uttag men inte kan se varför. Dvs att detta sker hos er. Jag som kund förtjänar en förklaring.

Dear 18bet Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why is the player's case under investigation?

Thank you in advance for providing the information.

Kind regards,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Hejsan92,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Tomas