10bet Casino - La cuenta del jugador ha sido restringida.

Hello,

I made a payout to my crypto wallet in the amount of 2500 Canadian dollars on 10/30/2024, but the next day it was canceled. In the chat, the agent said that I needed to go through verification. However, it was not possible to go through it on the website, so I sent the documents by e-mail. A day passed, but none of the 10bet team responded to this email. I contacted them again via chat and informed them that I had sent all the requested documents. After that, I received confirmation that the 10bet team had received the documents and would review them within 48 hours. Half an hour later, I lost access to my account and did not receive any response from their support team. The support team is not responding to any of my inquiries, and the chat is not working. I hope you will contact them and help me solve my problem.

Dear waltondav52,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When did you create your account and when was it closed?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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.

Hello. I have been playing different types of games.

Registered an account Wed, Nov 27, 7:42 AM and Mon, Dec 2, 4:34 AM, my account was suspended.

I have accumulated my winnings with an active bonus.

Thank you for your support.

Thank you very much for your reply, waltondav52. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear waltondav52,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I got a reply from another email address <support@10cric.com> . I didn't open my account there. They asked me for documents again. I sent them, then I got a message that my account was closed.

Sat, Dec 14, 7:55PM (4 days ago) I got another message from help@10bet.com> that my documents were rejected and that I need to send new ones. I sent it again. I don't understand what's going on. It seems that there was some kind of error with my account. Maybe you can find a connection with them. I also sent a reply to you with the attached materials to the email address kristina.s@casino.guru, check it!

attaching screenshots.

Thank you very much, waltondav52, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you waltondav52 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 10bet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello,

The customer's account was temporarily suspended due to the documents that were provided did not pass the authenticity check. This was done to protect the account holder until the account was fully verified with legitimate documents. Once the customer provided new images of a different ID, they were reviewed and the account was verified. After it was verified, the account was reopened on 20.12.2024 and is fully accessible.

Additionally, we can confirm that the customer requested a new withdrawal on 26.12.2024 and it was confirmed and processed on the same day.

We consider the matter solved and we would like to thank the customer for the cooperation.

Best regards,

10bet

Hello. Access to my account has been restored. I made a withdrawal and received funds to my wallet.

I thank all to the participants for their understanding and successful resolution of my problem. I hope that in the future you will receive only positive experience from playing at 10 bet casino.

Dear waltondav52,

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, 

Peter