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Hi.i have an account in 13 bet casino,and I have a strange situation regarding my last withdrawal.i have fully verified account,made a lot of deposit with my Skrill wallet,already made one withdrawal by the same method,and the last withdrawal,was cancelled,without no reason.after several times to withdraw the amount I have,always cancelled.i spoke with an agent, he send me a email telling that the casino allowed my withdrawal and try again,and cancelled again.after live chat session,the agent said that the system was refusing my withdrawals because my Skrill ewallet is from a different region from the casino.

I was surprised,because I never heard about that and doesn't made any sense. I said to the casino that my account is fully verified, and already made one withdrawal before and was no problem at all. Then the agent said to contact the Skrill support to change the address for the region of casino(i registered in Ireland, that's were I,m living now,but I still have house in my country, Portugal, and the Skrill adress is from that house),and I don want to change the address because doesn't made any sense, Skrill is a universal wallet and both Ireland and Portugal are allowed countries to made and receive payments.

Please can you help me to solve this situation.

Best regards

Vítor *****

Dear Bufalo42,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Allow me a question so I better understand the situation.

Could you advise if you currently reside in Ireland?

I believe changing the address of your residence to a current one for your Skrill wallet shouldn’t pose a significant issue for you. The casino might not be able to influence for Skrill to accept the payment if the address you submitted for verification doesn’t match that under your Skrill wallet.

Thank you in advance for your reply.

Best regards,

Tomas

Okay, I'm Portuguese and I have a house in Portugal, which is my main residence, but I got a job here in Ireland and I'm now living in Ireland, whose address I've already sent for account verification and it was accepted. I find it strange that a few days ago I made a withdrawal at the same casino, and there was no problem, with the same account.

Ok.eu sou português e tenho casa em Portugal,que é a minha residência principal.Mas eu arranjei um trabalho aqui na Irlanda e neste estou a residir na Irlanda,cuja morada eu já enviei para verificação de conta e foi aceite.acho estranho é que á poucos dia atrás fiz um levantamento no mesmo casino,e não houve problema nenhum,com a mesma conta.

I'm not sure, but I think that in the European Union it is not necessary to change the address on the account to make payments.

Não tenho a certeza,mas penso que na união europeia não é necessário mudar de morada na conta para fazer pagamentos.

Just to update the situation, the casino says that my Skrill account should be located in the country where I reside.

I have already changed the address on my Skrill account to the same one that the casino has on my account, let's wait until tomorrow to see if the case is resolved.

Thanks for listening

Vitor *****

Só para atualizar a situação,o casino diz que a minha conta Skrill deveria estar localizada no país onde resido.

Já efetuei a alteração da morada na minha conta Skrill para a mesma que o casino tem da minha conta,vamos aguardar até amanhã para ver se o caso fica solucionado.

Obrigado pela atenção

Vitor *****

The saga continues, after I changed my Skrill account to the same region as the casino account, it canceled again. I'm starting to get fed up with this.

A saga continua,depois de fazer a alteração na minha conta Skrill para a mesma região da conta do casino,cancelado novamente.Estou a começar a ficar farto disto.

Thanks for the update, Bufalo42.

Could you please advise if there is any additional communication between you and the casino regarding that transaction? Please forward it to my email tomas@casino.guru or alternatively post it here.

Yes, there has been an exchange of emails, they asked to change the region of my Skrill account, and after that change, my withdrawal was canceled again. They said they would try to resolve it. they also proposed to do it by bank transfer, but it may take up to 10 days to receive the money, and I don't want to wait that long

Sim,tem havido troca de emails,pediram para alterar a região da minha conta Skrill, e após essa alteração,foi cancelado o meu levantamento novamente.disseram que iriam tentar resolver. também propuseram fazer por transferência bancária,mas poderá demorar até 10 dias para receber o dinheiro,e eu não quero aguardar tanto tempo

I also said that I would accept the withdrawal by visa, through my card, but I would have to make a deposit, and I am not willing to do that, it makes no sense.

Disse também que aceitaria o levantamento por visa, através do meu cartão,mas teria que fazer um depósito,e eu não estou disposto a fazê-lo, não faz sentido nenhum.

I understand your point of view, Bufalo42.

However, I would strongly suggest you consider these other options if you wish to withdraw your winnings. If the casino will not be able to process your payment through Skrill, it's fair from our point of view to offer you alternative ways of withdrawal, which might require you to deposit again via the new payment method. Please, let me know how you wish to proceed. I'll be looking forward to your reply.

I want to avoid any other type of withdrawals as much as possible, because I don't like prolonged withdrawals, so I always choose my Skrill wallet. My address verification was with a bank statement from my bank account, so I don't think I have to do any deposit. I don't think it's fair to make a deposit of at least 20 euros to request a withdrawal in which I did everything according to the rules, and maybe wait up to 10 days to receive the money. I prefer it to be via Skrill

Quero evitar ao máximo outro tipo de levantamento,porque não gosto de levantamentos prolongados,por isso escolho sempre minha carteira Skrill .a minha verificação de morada foi com um extrato bancário da minha conta do banco,por isso eu penso que não tenho que fazer nenhum depósito. não acho justo fazer um depósito no mínimo de 20 euros para requerer um levantamento em que fiz tudo conforme as regras,e talvez esperar até 10 dias para receber o dinheiro .prefiro que seja por Skrill

Thank you very much, Bufalo42, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Hello Bufalo42!

From now on, I will take care of your complaint. I would like to invite representatives of 13 Bet Casino into this complaint in order to help us with resolving the withdrawal issue.

After changing the region of my Skrill account at the request of the casino (they said I had to change the region where I was residing), and waiting 24 hours after the last attempt to withdraw funds, it canceled again, and I am not told why. I'm starting to think they don't want to pay me. 4 days in this situation starts to affect me psychologically.

Após alterar a região da minha conta Skrill a pedido do casino( disseram que tinha que alterar a região para onde estava a residir),e esperar 24 horas após a última tentativa de retirada de fundos,cancelado novamente,e não me dizem o motivo. Começo achar que não me querem pagar.4 dias nesta situação, começa me a afetar psicologicamente.

New update on my withdrawal status. after another cancellation, and contacting the payment provider directly (Skrill), on my part there is no problem with my account regarding payments to my account, that is the problem is between the casino and the provider of payments. I chose to make a few minutes ago, 1000 euros by bank transfer and another 500 by Skrill, and I asked the casino to pay special attention in my case, so that the withdrawal by bank transfer could be carried out as quickly as possible, and they said they would to do. Now I'm waiting to see if this casino really is reliable and honest in what it says, and it all depends on the next few hours, and if they really honor what they promised, despite all the setbacks, in which I had no fault, I will evaluate this casino as reliable and honest and will give a positive rating at the end of this process. I'll wait and see.

Nova atualização do estado do meu levantamento. após mais um cancelamento, e contactado o provedor de pagamento diretamente (Skrill),da minha parte não existe qualquer tipo de problema com a minha conta no que refere a pagamentos para a minha conta,ou seja o problema está entre o casino e o provedor de pagamentos. optei por efetuar à poucos minutos atrás,1000 euros por transferência bancária e outros 500 por Skrill, e pedi ao casino uma especial atenção no meu caso, para que o levantamento por transferência bancária se efetuasse o mais rápido possível, e eles disseram que o iriam fazer. Agora estou á espera para ver se realmente este casino é de confiança e honesto no que diz ,e tudo depende das próximas horas ,e se realmente honrarem o que prometeram, apesar de todos os contratempos, em que não tive culpa nenhuma , irei avaliar este casino como fiável e honesto e atribuirei uma classificação positiva no final deste processo. Vou aguardar e ver.

We would like to ask the 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 may negatively affect its rating.

Hello Bufalo42!

I have managed to get in touch with the 13 Bet Casino's representatives and they have already provided us with a response for you, therefore I am posting it here:

Dear Vitor,

We understand how frustrating the situation is, and we are sorry for the stress it has caused. However, we would like to point out that there was no malicious intent. We are a licensed casino and of course we have made no attempt to withhold your winnings. All your withdrawal requests were approved on our part, and you were offered to use an alternative payment method when the transactions failed. Furthermore, your withdrawal request via bank transfer was processed in less than two hours and was successful. We are still figuring out the source of the problem with Skrill and hope for your understanding, as the issue is rather uncommon. We will email you as soon as we get an answer. Let's stay in touch.

Best regards,

13bets Casino Team 

Moreover, as per their reply, it seems that the withdrawal via bank transfer did work, have you applied for more withdrawals using this payment method?

I requested the withdrawal by transfer and it was done. A positive note for the agents who never ignored me and tried to solve my problem.

Solicitei o saque por transferência e foi efetuado.nota positiva para os agentes que nunca me ignoraram e tentaram resolver o meu problema.

Dear Bufalo42,

Have all your withdrawals been processed already? Is your issue resolved?

Please let us know, looking forward for your reply.

Yes, they have already been processed.

Sim, já foram processadas.

Hello Bufalo42!

Thank you for answering my questions and confirming us with some good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.