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Good morning, I am currently living a nightmare with this casino.

On September 20th, I made a deposit of 200 Euros in Eth and had pending bets.

They asked me for all sorts of documentation, even making me go at my own expense to the notary to certify my identity card.

On the 29th, I requested a withdrawal generated from that sum and every day they fool me by saying we are in the final stages.

This has been going on for 11 days.

Please help me get my money back

Buongiorno sto vivendo un vero e proprio incubo con questo casinò.

Il 20 Settembre ho effettuato un versamento di 200 Eur in Eth e avevo delle giocate in sospeso.

Mi hanno chiesto documentazione di ogni tipo, facendomi andare addirittura a mie spese dal notaio per far certificare la mia carta d’identità.

Il 29 richiedo un prelievo generato da quella somma e ogni giorno mi prendono in giro dicendo che siamo nelle fasi finali.

Questo dura da 11 giorni.

Aiutatemi per favore ad ottenere i miei soldi

Dear Tales777,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

The KYC procedure is complete, I even sent documents validated by the notary!

La procedura KYC è completa, ho mandato addirittura documenti validati dal notaio!

Can't you intervene?

Non potete intervenire?

***

Today after 13 I say THIRTEEN days they write to me:

I see that our relevant department is already working on your request (translated)

Scandalous!

I'm seriously afraid I lost my money!

***

Oggi dopo 13 dico TREDICI giorni mi scrivono:

Vedo che il nostro dipartimento competente sta già lavorando alla tua richiesta (tradotto)

Scandalosi!

Ho paura sul serio di aver perso i miei soldi!

Could you please specify what the current status of your withdrawal request is? Do I understand correctly that until yesterday, it was only pending?

They banned me from the chat and got problems accessing my account!

We're on day 14!

The status is "pending"

They banned me from the chat and got problems to access to my account!

Siamo al giorno 14!

Lo stato è "pending"

I can't attach screenshots

Non riesco ad allegare gli screenshot

I ask for your help in contacting the

messed up since they don't reply to me anymore

Vi chiedo aiuto nell’interpellare il

casino dato che a me non rispondono più

They don't even answer the phone... I don't know what to do anymore

Non rispondono nemmeno a telefono… io non so più che fare

They literally disappeared

Sono letteralmente scomparsi

After 14 days:

We would like to inform you that our relevant department is working on your case. Recently we have had a lot of withdrawal requests and may have a delay due to this reason. We apologize for this and will do our best to revise as fast as possible.

We would be happy to assist you with any questions you might have. We are available 24/7 for you!

Best regards

Day 15!

please help me to contact the website

Thank you very much, Tales777, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Email sent

Mandato mail

Dear Tales777,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear 1Bet Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

A thousand thanks

Grazie mille

Few minutes ago after 18 DAYS:

Thank you for contacting us.

This is to inform you that your current withdrawal request is being reviewed.

Please be aware that we have a lot of payout requests, which are handled individually and some can take a little bit of time to be processed. We understand that you have been waiting for quite a lot of time, but please have a little bit of patience and once our relevant department is ready, you will be notified as fast as possible. 

If you have any further questions or difficulties, we are here for you 24/7 and our team will be happy to assist you!

Dear Tales777,

Thank you for your response and the information provided.

Let's wait together for the casino's official statement.

Kind regards,

Stefan

Now my withdrawal is failed!

what’s wrong?

Thanks for contacting us.

This is to inform you that your current withdrawal request is under review.

Please note that withdrawal requests are handled by another department and, as each request is reviewed individually, it may take some time for it to be processed. According to our procedure, it will take at least 48 hours for the review and then, depending on the supplier, usually the same day or the next day. I have already set a priority for your case, this will definitely help you.

Having said that, I suggest you keep an eye on your email inbox, because if there is an update or further information is needed on your withdrawal request, my colleagues will contact you.

Your understanding is much appreciated!

Best regards

***

Maybe I wasn't clear enough but I'm loosing faith in this copy and paste answers.

I'm asking why the withdrawal of 29 September failed and got to create a new one.

Grazie per averci contattato.

La presente per informarla che la sua attuale richiesta di ritiro è in fase di revisione.

La preghiamo di tenere presente che le richieste di prelievo sono gestite da un altro reparto e, poiché ogni richiesta viene rivista singolarmente, potrebbe essere necessario un po' di tempo prima che venga elaborata. Secondo la nostra procedura, ci vorranno almeno 48 ore per la revisione e poi, a seconda del fornitore, di solito il giorno stesso o il giorno successivo. Ho già impostato una priorità per il vostro caso, questo vi aiuterà sicuramente.

Detto questo, le suggerisco di tenere d'occhio la sua casella di posta elettronica, perché se ci sarà un aggiornamento o saranno necessarie ulteriori informazioni sulla sua richiesta di recesso, i miei colleghi la contatteranno.

La vostra comprensione è molto apprezzata!

Best regards

***

Maybe I was not clear enough but I’m loosing faith in this copy and paste answers.

I’m asking why the withdrawal of 29 September failed and got to create a new one.

They don't even respond to emails anymore...

Ormai non rispondono nemmeno più alle mail…

Disappeared, no response to numerous emails

Scomparsi, nessuna risposta a numerose email

Incredible... they were the ones who didn't process the withdrawal and they write:

Thanks for contacting us.

We reviewed your account and your withdrawal was rejected by the system because it was open for too long.

Upon further investigation we noticed that you have submitted a new withdrawal which is pending with our relevant team.

We assure you that the team will review your request and handle it as quickly as possible.

Once the review process is complete, they will update the status of your withdrawal.

You can review the status at any time via the transaction list section in the drop-down menu.

We thank you for your patience and understanding, which are greatly appreciated.

Best regards,

Incredibile… sono stati loro a non lavorare il prelievo e scrivono:

Grazie per averci contattato.

Abbiamo esaminato il suo conto e il suo prelievo è stato rifiutato dal sistema perché è rimasto aperto per troppo tempo.

Dopo un'ulteriore indagine abbiamo notato che hai presentato un nuovo prelievo che è in corso presso il nostro team competente.

Le assicuriamo che il team esaminerà la sua richiesta e la gestirà nel più breve tempo possibile.

Una volta completato il processo di revisione, aggiorneranno lo stato del vostro prelievo.

È possibile rivedere lo stato in qualsiasi momento tramite la sezione dell'elenco delle transazioni nel menu a discesa.

Vi ringraziamo per la vostra pazienza e comprensione, che sono molto apprezzate.

Cordiali saluti,

Dear Tales777,

We have detected that you have filed multiple complaints on the same issue. I will close this complaint as "rejected" and the resolution can continue in a second thread.

Thank you very much for your understanding.

Kind regards,

Stefan