My withdrawal of 582.05€ from 24Bettle has currently been pending for 22 days.
Timeline so far:
2023-03-24: I make a deposit of 133€ to 24Bettle to get a 75% up to 100€ reload casino bonus offered by them via email
2023-03-27: I have cleared the wagering requirements and request a withdrawal of 582.05€
2023-03-28: I'm approached by 24Bettle via email. They ask me to send proof of deposit and income (I haven't made withdrawals from them previously)
2023-03-28: I reply that their document upload form is broken and I'm thus unable to upload the proofs, and ask for further instructions
2023-03-29: They reply that I can send a screenshot of payment and a salary slip via email
2023-03-29: I reply that email is not a sufficiently secure way of submitting such documents, that requiring a player to send such documents via email is against GDPR, and that they should either provide a secure way of uploading them, or not ask for them
2023-03-30: I get another reply that ignores my complaints and says that I can send the documents via email
2023-03-30: I send the documents via email to get my money
2023-04-02: I get an email stating that the document verification process is completed ("This means that we can handle any open payout request you may have, and your payouts will be handled way faster in the future")
2023-04-04: I confirm from my payment history at 24Bettle that the withdrawal shows as approved
At this point it's worth mentioning that I also played the same bonus at the same time at their sister casino Casino Sieger, and the payment of that was also delayed (but has since been paid out), so at times I talked to the customer support of just one of the sites, assuming that any instructions I get will probably apply to both casinos
~2023-04-05: I complain to the live support of either 24Bettle or Casino Sieger (can't remember which one) that my withdrawal has taken over a week. I'm told that they use a third party payment provider, which can sometimes be a bit slow, and I should keep waiting
2023-04-12: I complain to CasinoSieger live support that my withdrawal has taken over two weeks. I'm told that I should send by email all my bank statements since 2023-04-03, when the withdrawal was approved on their side. I send the bank statements to both Casino Sieger and 24Bettle (explaining in the message to 24Bettle my previous live support conversation). After this, Casino Sieger pays out their withdrawal on the next day
2023-04-14: I complain to 24Bettle live support that my withdrawal is still not paid out. Live support confirms that a delay seems to have happened, and forwards the case to relevant department. I tell that I'll wait until 2023-04-18 and make a complaint if I don't have the money by then. Live support says they are confident that the issue is solved by then
2023-04-15: I get an email from 24Bettle saying that my bank statements have been forwarded to the relevant department
2023-04-17: I send another email asking for my money. No response so far
2023-04-18: I ask for my money in the live support. I'm told that the relevant department is handling the case, and the live support doesn't know anything else
I'm no longer confident that they intend to pay the withdrawal, since the relevant department just seems to be handling the case indefinitely. I want 24Bettle to pay out my withdrawal in full ASAP. That's also why I'm making this complaint even though the case isn't officially closed, since they could just keep it hanging like this for as long as they want.
