1Bet Casino - Гравець вважає, що виплату відкладено

Dear Gioele17,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I urged him to hurry up and answer me... the chat told me that he met the manager in person and solicited my case... that's what they say... I hope to have some news on Monday

ho incitato a sbrigarsi e a rispondermi...la chat mi ha detto che ha incontrato il manager di persona e sollecitato il mio caso...cosi dicono....lunedi spero di avere delle notizie

Dear Gioele17,

Have you received your withdrawal from the casino yet?

No, they told me that I made a bet worth more than 12 euros and they took away all the 5k I won

No mi hanno detto che ho fatto una puntata da più di 12 euro e mi hanno levato tutti i 5k vinti

Thank you for your reply, Gioele17. Do I understand correctly that you accumulated your winnings with a bonus? I checked the bonus T&Cs and I found this:

"(d) Placing bets of amounts higher than 12€ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower."

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Dear Gioele17,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.