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Hello,

I registered and verified my account in the casino. Initially, it was denied due to unclear documents. Subsequently, I resubmitted my documents and my profile was verified. I then received an email offering a first time 200% bonus, so I made a deposit of 50.00 BGN, with a condition that the bonus and deposit be wagered 20 times. I fulfilled this condition and won 500 BGN. However, when I requested a withdrawal, I was denied because, according to them, I have another account on my IP address, which isn't true. I continued playing and ultimately won a total of 1500.00 BGN, which I also requested for withdrawal. I wrote to the casino asking if this alleged 'other account' could be deleted and who it belongs to, as I only have one account. I'm looking for assistance with this issue.

Здравейте,

Направих си регистрация и верификация на профила ми в казиното, първо ми беше отказана заради неясни документи, в последствие изпратих отново докуменитите и профилът ми беше верифициран. След това имах имейл с предложение за първи бонус 200% и направих депозит от 50,00 лв. с условия за превъртане на бонуса и депозита 20 пъти. Превъртях ги и спечелих 500 лв. Заявих теглене и получих отказ че имам друг профил на моя IP адрес, а дрг профил няма. След това играх пак и спечелих общо 1500,00 лв. които заявих за теглене. Писах на казиното дали може да бъде премахнат този профил и кой е, защото няма друг профил освен моя. Моля за съдействие

Dear pavlinakraleva,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

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,

Petronela

Dear pavlinakraleva,

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.

Hello, there is no other member of my family registered, I live alone, maybe one of the neighboring apartments is registered, but I have no way of knowing that.

Здравейте, няма друг член регстриран от моето семейство, живея сама, може би някой от съседните апартаменти е регистриран, но няма как да зная това.

The casino replied that it was a completely different profile from mine. but it is registered to my IP address.

От казиното ми отговориха че е съвсем различен профл от моя. но е регистиран на моя IP адрес.

I asked for the BGN 50 deposit to be returned. I was refused for the same reason, and I sent documents that the account was mine and the card from which the deposit was made. I have lodged a complaint with the UKGC (UK Gambling Commission)

Поисках да ми бъде върнат депозита от 50 лв. Отказаха ми по същата причина, а изпратих документи за сметката че е моя и картата от която е направен депозита. Подадох жалба в UKGC (Комисия по хазарта в Обединеното кралство)

Thank you very much, pavlinakraleva, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello pavlinakraleva,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite Bet1000 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bet1000 Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hi everyone,

hope you are having a great day.

I would like to clarify this issue. While there are indeed some duplicate variables for this user, this was not the reason for the rejected withdrawal. In order to complete the KYC verification, we require some missing documents from the user, which she was informed about before.

One of our Support Agents will send another e-Mail with the exact requirements.

Best regards,

bet1000

Thank you for the information, Bet1000 Casino.

Dear pavlinakraleva,

Can you please provide the casino with the requested documents in order to complete KYC verification?

Kind regards,

Tomas

Hello, I received an email today requesting additional documents. I will send them and let you know what happens. Thanks to your help I got this response from the casino

Здравейте, днес получих имейл с искане за допълнително документи. Ще ги изпратя и ще Ви уведомя какво ще се случи. Благодарение на Вашата помощ получих този.отговор от казиното

Thank you for the information, pavlinakraleva. I will now extend the timer by 7 days to see the progress.

Kind regards,

Tomas

Thank you!

Благодаря Ви!

I sent the requested documents and received an email that my profile was successfully verified and I requested the withdrawal of BGN 1500.00. I am waiting to see if it will be approved after they asked me for additional documents for withdrawal.

Изпратих исканите документи и получих имейл, че профилът ми е верифициран успешно и заявих за теглене сумата 1500,00 лв. Очаквам да видя ще бъде ли одобрена след като ми поискаха допълнителни документи за теглене.

Thank you for the information, pavlinakraleva.

I'm awaiting your payment confirmation so we can consider the case resolved.

Kind regards,

Tomas

Hi pavlinakraleva,

I can see that one of the documents you uploaded has failed the validation.

Best regards

Dear Bet1000 Casino,

Can you please specify what document has failed to comply with your requirements?

Thank you.

Kind regards,

Tomas

Hi,

the document for "proof of address" was issued more than 5 years ago and can therefore not be accepted.

Best regards

Dear Bet1000 Casino,

Can you please specify your requirements for accepting a "proof of address" document? So the player can re-upload. As per T&Cs, I assume it should be not older than 6 months, correct?

Thank you.

Kind regards,

Tomas

Hi Tomas,

yes, this is correct. The player was also informed about it in a separate e-Mail.

Best regards

Dear pavlinakraleva,

Can you please provide the casino with the document as per their specifications?

Kindly let us know once you do so. Thank you.

Best regards,

Tomas

Hello, I have submitted a new document dated 10/31/2023 and the document has been approved in my profile.

Здравейте, представих нов документ с дата 31.10.2023 г. и документа е одобрен в профила ми.

Hello, I submitted on 31/10/2023 a new address document which was approved in my casino account the same day. I have requested the withdrawal of the amount of BGN 1500.00. I still do not have approval. I will keep you updated on how things go.

Здравейте, представих на 31.10.2023 г. Нов документ за адрес, който е одобрен в профила ми в казиното още същия ден. Заявила съм тегленето на сумата от 1500.00 лв. Все още нямам одобрение. Ще Ви информирам допълнително как вървят нещата.

Hi there,

your new proof of address document has already been verified. Your withdrawal has also been approved and will be processed accordingly. Kindly check your e-Mails 🙂

Best regards

Hello,

Thank you very much!

Здравейте,

Много Ви благодаря!

Dear pavlinakraleva,

Can you please update us once you have received the payment so we can consider the case resolved?

Thank you.

Kind regards,

Tomas

Hello,

Yesterday I received an email saying that the payment was not made due to technical reasons and asking me to make a withdrawal request again. I made a withdrawal request again and sent a reply to the email. I received a reply that the payment will be released as soon as possible. I will let you know when I receive the money.

Здравейте,

Вчера получих имейл, че плащането не е извършено поради технически причини и с молба да направя отново заявка за теглене на сумата. Направих отново заявка за теглене на сумата и изпратих отговор на имейла. Получих отговор че плащането се пусне възможно скоро. Ще Ви информирам когато получа парите.

Thank you for the information. I'm awaiting your confirmation of receipt of the payment.

Kind regards,

Tomas

Hello, the withdrawal failed again, I was told again that due to a technical problem it did not occur and I requested the withdrawal amount again.

Здравейте,, отново не се извърши тегленето, отговориха ми отново, че поради технически проблем не е извършено и заявих отново сумата за теглене.

Hello Mr Thomas,

I received the amount in my account today. Thank you very much to you and your colleagues for solving my case. Big thanks to Bet1000 Casino too!

Best regards,

Pavlina

Здравейте г-н Томас,

Днес получих сумата по сметката ми. Благодаря Ви сърдечно на Вас и Вашите колеги за разрешаване на моя случай. Благодаря сърдечно и на казиното Bet1000!

С най-добре пожелания,

Павлина

Dear Pavlina,

thanks for the update! We are happy to hear that you have received your winnings! 🙂

Best regards,

bet1000

Thank you!

With respect,

Pavlina

Благодаря Ви!

С уважение,

Павлина

Dear pavlinakraleva,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas