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.

We’ve reopened this complaint at the request of b-Bets Casino. We received the following message:

Hello all,

We would like to reopen this case and provide details that were missing.

Regarding the player in question and his complaint, we would like to clarify that the amount the player claims to be missing is, in fact, a withdrawal fee. This fee is in accordance with Clause 90 of our Terms and Conditions:

"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."

In this case, since the withdrawal was processed via Skrill, the applicable fee was deducted in line with our Terms and Conditions, which the player agreed to upon registration. The player has received the full payout after the fee deduction, which they have also confirmed.

Let me know if you need any further details.

Regards

b-Bets Team

Dear zikomat, can you confirm you received the rest of the payout as mentioned by the casino representative? Thank you in advance!

please, see the next post

I want to emphasize that the casino charged me 276 eur in fees (for Skrill payments only) on about 2,400 eur withdrawal. Under no circumstances can this be considered normal behavior for any casino, including B-Bets.

I have received hundreds of payments to my Skrill account from various casinos, and never have I encountered such an excessive and unjustified fee. In 99% of cases, Skrill payouts had no fees at all.

To answer your question—NO, the casino still owes me €276. The "it is in the rules" argument is completely unacceptable. Rules are meant to be fair, and justifying an almost 15% fee on a Skrill withdrawal is nothing short of robbery.

Thank you for the update zikomat.

Dear b-Bets Casino representative, can you explain what resulted in these unexpected high fees using this payment method? Thank you in advance!

As previously mentioned, the fee applied to your withdrawal was in full accordance with Clause 90 of our Terms and Conditions, which you agreed to upon registration. While we acknowledge that different casinos may have varying fee structures, our policies are clearly outlined, transparent, and consistently applied to all players.

We assure you that no additional charges were made beyond what is explicitly stated in our terms. While we regret that you find this fee excessive, it remains a standard procedure for withdrawals via Skrill in accordance with our operational policies.

If you have any further questions or require additional clarification, please let us know.

The casino representative asserts:

We assure you that no additional charges were made beyond what is explicitly stated in our terms.

Upon reviewing paragraph 90 regarding fees, it states:

"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."

Is this what the casino representative refers to as "explicitly stated"? The only information provided in paragraph 90 is that a withdrawal fee may be applied, with no specific details about the amount. Does this mean that by accepting this rule, I have agreed to a fee determined solely by your casino staff, without any specified limit? Under this rule, could you declare that my fee for a Skrill withdrawal constitutes 50% or even 100% of the withdrawal? Why not?

Now, I ask Casino Guru: Is referencing rules that lack specific details and allow the casino to act at its discretion a fair way of dealing with players? A 12% fee for a Skrill withdrawal is absolutely unheard of! Yet the casino claims this is normal from their OWN operational standpoint.

According to the Gambling Commission, any charges for a withdrawal must not exceed the direct processing cost, and this must be made clear to players before they deposit.

gamblingcommission.gov.uk

Furthermore, the terms and conditions should clearly outline any fees associated with withdrawals, including the specific amounts or how they are calculated. Vague terms that allow the casino to impose arbitrary fees without clear justification can be considered unfair and may breach consumer protection regulations.

actionnetwork.com

In summary, imposing a 12% fee for a Skrill withdrawal without clearly stating this fee in the terms and conditions, and without it reflecting the actual processing cost, is not a fair practice. Players should be fully informed of any fees before they agree to the terms, and the fees should be proportionate to the actual costs incurred by the casino.

Thank you to the both parties for the update.

Dear b-Bets Casino representative was the fee taken by the payment method or was this an operation cost of the casino? Thank you in advance for the clarification!

Hello again,

Fee was taken in relation to payment method, which is part of previously mentioned terms where withdrawal fees may be applicable based on selected withdrawal method. 

Yeah, sure. 11%+ fee for Skrill transaction. Meanwhile the end users of the lowest tier pay only 2.99% for Skrill p2p transfers. While the majority of the end users do not pay nothing or much less than 2.99%.

BTW I do not remember any casino has ever applied the "Skrill payment fees" to my withdrawal (it was always free) let alone a huge one like this.

Dear b-Bets Casino representative, can you provide us with any evidence that this fee was taken by the payment provider during the withdrawal process? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello,

At b-Bets Casino, we aim for transparency and adhere to our Terms and Conditions, which all players accept upon registration. 

We can not share costs in relation to individual transactions as more than 1 payment provider/ handler is often involved. This is why we have arranged this through public terms and conditions which were accepted by the player. 

Secondary banking withdrawals were free of charge, so the player always has / had a choice to choose the best value for him. Again: Clause 90 of our terms states that fees may be applied depending on the withdrawal method and player’s location, intended to inform players of potential external processing costs.

Regards,

b-Bets Team

How could I choose anything when there is no mention about exact costs in your terms? I would definitely prefer to withdraw to my bank account for free instead of paying 275 USD for the Skrill transfer. But again - nothing in your terms provides information on the exact cost of the Skrill transaction. It only states that the fees "may be applied depending on withdrawal method" but nothing more. It does not even state what withdrawal methods may be subject to fee. Nothing. Stop referring to this clause 90 of yours, please.

Dear b-Bets Casino representative, as you did not supply us with sufficient evidence that this has been caused by the payment provider coupled with the lack of clarity in your terms and conditions that a high fee like this can be taken from the player's winnings leads us to the conclusion that we will close your complaint as unresolved which may negatively affect your rating.

Dear zikomat, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter