1Bet Casino - El retiro del jugador se ha retrasado.

I previously received a payout of about 12,000. Now, I have requested a payout of 15,000. They are asking for documents for two cards. These are digital cards from Skrill, so they don't have names on them. However, I have sent pictures of the cards from my online banking as well as documents from the corresponding account. They keep saying they don't receive my emails or send me emails that never arrive. I have read that other users are experiencing the same issue. They won't help resolve the problem so that I can get my payout—they have removed previous payouts from my account as if they never existed.

Jeg har før fået udbetalt ca 12.000

har anmodet om at få 15000 udbetalt nu. De vil så have dokumenter for to kort. Det er digitale kort fra Skrill, så der står ikke navn på. Men har sendt billede af kort fra netbank samt dokumenter fra tilhørende konto. De bliver ved med at sige de ikke modtager mine mails eller sender mig mails, som ikke kommer. Kan læse andre brugere har samme problem. De vil ikke hjælpe med at løse problemet så jeg kan få udbetaling - de har fjernet tidligere udbetalinger på min side som om de ikke eksisterer

Dear EATMEN4LUNCH,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Are both the cards registered in your name?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi I am sending documents by email now

Hej jeg sender dokumenter på e-mail nu

I just want to say that I got the money paid out today 🙂

Jeg vil bare sige, at jeg har fået pengene udbetalt idag 🙂

Dear EATMEN4LUNCH,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru