b-Bets Casino - Igrač je vrlo nezadovoljan dugotrajnim povlačenjem i pripadajućim naknadama.

Hello!

I have an issue with the hugely exaggerated fees applied by the B-bets casino to my withdrawal.

I played at the casino more than 1 year ago. I won 2750 euro. It took several months to verify my accounts but I finally did it. Then it took another 2 months to get paid since the casino has decided to pay me in 3 installments and was always late to pay in time.

After the last payments it turned out that the casino has only paid me 2475 euro and the rest 275 euro was charged as a "Skrill payment fee".

Now, I play at online casinos for many years. In 99% of cases Skrill payments are absolutely free. In the other 1% - the casino might charge you but not more than 1%. It is ridiculous to charge a player 275 euro for sending him his winnings by Skrill.

I requested the casino to pay me in full. The reply was that they have sent me the amount in full but "the third party payment processor" has charged 11% for himself. This is a clear lie. The payments I received from the casino to my Skrill were all done by Condor Malta Ltd (as shown on my Skrill statement), which is the name of company owning B-bets casino. And there was not any third party involved in the transactions.

Please help me to get my winnings in full.

Thank you.

Dear zikomat,

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

Could you please advise if you have received any payment receipts from the casino? You could forward them along with any relevant communication to petronela.k@casino.guru.  

Please understand that requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear zikomat,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, Petronela

I will provide the requested screens tomorrow.

Regards

Thank you, zikomat, for your reply. I will be waiting for the email patiently.

Hi again Petronela

I have sent you an email with the screenshots.

Regards

Thank you very much for forwarding your Skrill transaction history. Have you requested payment receipts from the casino? How much were the requested withdrawals? Could you please forward your casino cashier history too?

Thank you, zikomat, for all the screenshots. Have you requested payment receipts from the casino?

Hello

What do you mean by payment receipts? I don't quite understand.

I'm wondering if you have received any proof from the casino of how much was paid to your account?

The only proof I have is the screenshot of my Skrill account which shows the transfers from Condor limited.

Thank you very much, zikomat, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance.

We could try and request payment receipts from the casino but please, bear in mind, if the amount was paid in full from the casino's side and subsequently a fee deducted by an intermediary payment processor, there's not much we can do.

However, I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I told you - I received the transfer to my Skrill from "Condor Malta" which is a company operating B-bets casino and not any kind of third-party processor.

Hello Zikomat!

From now on, I will be taking care of your complaint. I would like to invite b-Bets Casino's representatives to join this discussion and help us resolve the issue.

We would like to ask b-Bets Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Additional comments by the casino:

"Dear Customer,

We are sorry to hear that you are dissatisfied with your payout, but as we have already mentioned in the communication with our support team, each payout is processed by our third party payment provider even though the name on the transaction is Condor Malta. We also do not believe the section from our terms and conditions which informs our players about possible withdrawal fees is "sneaked in" but rather yet, serves as a warning that this is a possible situation which may occur. Since we look at reading of our terms and conditions as a responsibility every player which registers with us has, we make sure that every possible situation that our players may encounter is mentioned there. The reason for this is because every player accepts these terms by his own will when registering and they serve as rules which govern our future relationship. Unfortunately, the fees, as mentioned below, affect both bank transfer and e-wallet transactions (including Skrill):

"The Player also understands and agrees that depending on the specific locality of the player and preferred withdrawal option, a withdrawal fee may be applicable. Withdrawal fees that may be applicable are: 10% for the e-Wallet transfers and the total of the actual bank fee costs for the bank transfers. Any fees involved will be deducted from the withdrawn winnings."

We completely understand your frustration and know this may seem like we are only repeating the same information over and over for you, but we hope you will understand that the charge of the fees is something that you accepted by accepting our terms and conditions which disables the possibility of transferring you the amount of money you seek from us.

Kind regards,

b-Bets complaints team"

I would like to ask b-Bets Casino's representatives to provide us with some payment statement/proof just to be sure that everything is being done with an accordance of their rules.

You can do so by sending it to my email address: 'martin.d@casino.guru'.

We would like to ask b-Bets Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.