10Bet - Casino Complaint

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

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Player's Complaint

Good evening, I opened an account with 10bet casino on Tuesday 21/3 and passed through the electronic verification process. I made two deposits and requested a withdrawal of my balance on the same day.

The withdrawal of £1,123.70 was in a ‘pending’ state for a number of hours therefore I contacted the casino live chat and was told it takes 2 business days to process withdrawals which I confirmed and found within the casino terms and conditions.

On 23/03/23 I received an email requesting documentation to verify the account. I sent over the requested documents. A few hours later I received an email advising that my ‘documents were not up to scratch’ The casino requested I send over the requested information again which I duly carried out.

Since then I’ve received no update in respect of the verification and my withdrawal is currently still pending.

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5 Responses

thepogg

March 25, 2023

Hi Stirling1234 - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 7th of April let us know and we'll contact the operator on your behalf.

Thanks,

ThePOGG

Stirling1234

March 25, 2023

Good morning,

Thank you for the prompt reply.

I’ve just been used to operators carrying out the relevant verification checks in a few hours instead of a few days.

I will await until 07 April 2023 as suggested.

Thank you

thepogg

April 15, 2023

Hi Striling1234,

Are you still experiencing issues?

Thanks,

ThePOGG

Stirling1234

April 21, 2023

Issue resolved with 10bet

thepogg

April 22, 2023

Hi Striling1234,

Thanks for letting us know - it is appreciated :)

ThePOGG