Complaint #163 24Bettle Casino

Delay of verification

By Nigel V.

5 years ago

Dear sir/madame,

Here by I would like to file a complaint against the casino named above. From 18 november 2020 when I first send them verification documents, and 21 november when I send them extra documents because they needed some additional documents, i do not have a reply since. The documents they needed were a pdf of the bank statement and a copy of my bankcard. After that till today no responds whatsoever. Asking their support team about it a couple of times but everytime with the same short answers telling me to wait, that they have alot of new customers so its busy, but it completely ruins the experience.

I understand delays but in all my time playing online i have never seen such delays and non communication.

Thank you in advance for looking into this issue.

Kind regards

Disputed Casino 24Bettle Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Nigelvdley

• Netherlands

5 years ago

Dear askgamblers and 24bettle,

For now things look settled and they finally accepted my documents. Im not happy about the time frame but it is what it is.

Lets see if the withdrawal also takes weeks.

Thanks both parties in advance.

Kind regards,

AskGamblers

• Support Team

5 years ago

Dear @Nigelvdley,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

24Bettle Casino

• Representative

5 years ago

Dear Customer,

We have checked your account and all documents that you have sent us for your account verification. The process of verification has been delayed since this is a complex process due to legal regulations we need to follow. Nonetheless, we are pleased to inform you that your account has been verified yesterday, on 4th of December 2020.

Kind regards,
24Bettle Complaints team

24Bettle Casino Complaint Stats

Resolved 80 / 90

Avg. Amount $1,998

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

24Bettle Casino Complaints

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24Bettle does not pay 3006 EUR withdrawal

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I sent all the KYC documents they required for repatriation. They accepted my KYC document. On July 17 at 4:05 p.m, i received an email from them saying that the first part of my withdrawal has been paid and is on its way to my account, and the second part should arrive on July 24.

They said that the sum of one share is always 750€. They did not say when the remaining two would be paid. I have not received any withdrawal money to my bank account.

I've had a conversation with the casino, but they always answer that they're just looking into the matter. The casino responds very poorly to messages.

Now for two days I have sent many messages and they dont answer anymore.

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After this, I was asked to wait until the appropriate department takes the matter into consideration.

On July 29, 2024, I received an e-mail informing me that my case has been accepted for consideration:

Your ticket has been received and has been assigned ticket number [379-2E3A64C6-0028]. Please keep this ticket number for your records and include it in the subject line (including brackets) of all future emails relating to this ticket.

An agent will respond as soon as possible.

Thank you,

24Bettle Player Support

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Thank you

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