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10Bet - Withdrawal declined for unknown reason
Ruling
Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.
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Player's Complaint
I signed up with this casino recently, my documents were verified quickly. Deposited £200, and managed to make a withdrawal of £1000. I then get an email asking for further documents which I sent, was then told there was a problem with my account which was being investigated. Asked for further documents which I sent on more than one occasion and got no reply from customer service. Kept chasing throughout the week and got the usual reply saying it's our top priority etc etc. Finally got an email about 5 days later saying because I didn't send the documents to them they have closed my account and voided my deposit. No one could give me a clear answer, they wanted to speak to me on the phone which I explained I couldn't do because I am deaf, and could they email me to explain the issue and they just ignored my emails. Many thanks for your help.
10 Responses
Hi flyinggirl,
I've discussed this issue at length with 10Bet.
The operator informs us that during verification you declined to engage with the phone call part of the verification process and requested that your deposits be refunded instead. 10Bet have refunded your deposit. To progress with getting your winnings paid out you would have to re-engage with the verification process.
Once you have successfully completed your phone call verification let us know and we will follow-up with the operator on your behalf.
Thanks,
ThePOGG
Hi flyinggirl,
Have you completed the verification process?
Thanks,
ThePOGG
Hi flyinggirl,
If we haven't heard from you by Friday the 31st of July I'll assume you no longer need our assistance and close this complaint.
Thanks,
ThePOGG
Sorry I missed the reply as it went into spam. I explained to them that I am deaf which is why I could not speak on the phone. I sent them every other document I was asked for. I did tell them this and they did not seem to acknowledge it. Am I supposed to send a proof of my hearing loss to prove that this is true?
Hi flyinggirl,
Can you provide documentation demonstrating your disability?
Thanks,
ThePOGG
Yes I have an audiology report but are they really requesting that I send this?
Hi flyinggirl, Where you are citing disability as a reason that you cannot engage with standard verification requirements, yes, you will need to provide evidence to support your statement. Let us know once you have provided this. Thanks, ThePOGG
Hi flyinggirl,
Have you provided the requested documentation?
Thanks,
ThePOGG
Hi flyinggirl,
If we haven't heard from you by Friday the 23rd of October I'll assume you no longer need our assistance and close this complaint.
Thanks,
ThePOGG
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Agreement
flyinggirl consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
- 10Bet
- United Kingdom Gambling Commission
- Blue Star Planet Ltd
April 29, 2020
Hi flyinggirl - welcome to ThePOGG.com!
Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.
Thanks,
ThePOGG